Queue tag moved from left of subject to right of subject?

RT Users
1

I keep seeing this crop up in testing –

RT_System - Subject changed from ‘will Features queue work from tickets@svcolo.com
address?’ to ‘will Features queue work from tickets@svcolo.com
address? [Features #25]’

From this point forward, the tag in the e-mail will be on the right
instead of the left. I cannot figure out exactly what causes this
shift. Can someone clue me in? Can we prevent it?

Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness

2

From this point forward, the tag in the e-mail will be on the right
instead of the left. I cannot figure out exactly what causes this
shift. Can someone clue me in? Can we prevent it?
Same thing occurs here. Never really looked into it though.

3

From this point forward, the tag in the e-mail will be on the right
instead of the left. I cannot figure out exactly what causes this
shift. Can someone clue me in? Can we prevent it?
Same thing occurs here. Never really looked into it though.

This is the subject-token extraction kicking in. It’s designed to let
two RT’s talk to each other. There’s a global scrip.

I’m not sure why it would kick in for your own RT’s tag though. Patches
gratefully appreciated.

4

From this point forward, the tag in the e-mail will be on the right
instead of the left. I cannot figure out exactly what causes this
shift. Can someone clue me in? Can we prevent it?
Same thing occurs here. Never really looked into it though.

This is the subject-token extraction kicking in. It’s designed to let
two RT’s talk to each other. There’s a global scrip.

I’m not sure why it would kick in for your own RT’s tag though. Patches
gratefully appreciated.
Do you have a particular location in mind? I thought I fixed
everything relevant,
but in my case, it might being tripped up (though only occasionally) because I
customized the tag to include the queue name a la [ORG Q ID], so that it had
some user friendly/usability merit.

5

In particular, I have the following local/lib/RT/Interface/Email_Local.pm:
http://codepad.org/pSthWrxD

Cambridge Energy Alliance: Save money. Save the planet.

6

In particular, I have the following local/lib/RT/Interface/Email_Local.pm:
Perl code - 93 lines - codepad

Does RT work correctly without your custom code?

7

Doh! Must amend $ExtractSubjectTagMatch in RT_SiteConfig to match the
RE in my code.
(Actually, why does RT::Interface::Email have a mix of config &
hard-coded regexpen?)

8

This is the subject-token extraction kicking in. It’s designed to let
two RT’s talk to each other. There’s a global scrip.

I’m not sure why it would kick in for your own RT’s tag though.
Patches
gratefully appreciated.

Okay, so it seems that my problem was that I gave every queue its own
separate subject line tag, but didn’t add each one of these to
$EmailSubjectTagRegex.

I assume I need something like this?

Set( $EmailSubjectTagRegex, qr/\Q($rtname|Abuse|IPadmin|Security)\E/

i );

Likewise, I assume that if I got off my butt and created a patch which
set this list based on all of the configured subject tags you’d be
okay with that?

Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness

9

Likewise, I assume that if I got off my butt and created a patch which
set this list based on all of the configured subject tags you’d be
okay with that?

Certainly. It probably makes sense to extract the code from
lib/RT/Interface/Email.pm’s ParseTicketId so it can be used by both.

-jesse

10

For anyone interested in using that queue name in tag hack,
this is the other half to keep RT from munging subjects:

Set($ExtractSubjectTagMatch, qr/[.+?\s+(?:\w+\s+)?#\d+]/);
Set($ExtractSubjectTagNoMatch, ( ${RT::EmailSubjectTagRegex}
? qr/[(?:${RT::EmailSubjectTagRegex})\s+(?:\w+\s+)?#\d+]/
: qr/[\Q$RT::rtname\E\s+(?:\w+\s+)?#\d+]/));

11

This seems to be a recurring issue:
Carbon60: Cloud Consulting - Services and Solutions
Carbon60: Cloud Consulting - Services and Solutions
and others.

Using RT382 and we see the same thing.

During the 82186 (this) thread, there’s mention of having given every queue its own different subject line tag. I happen to fall into this category as well. I have several queues, and each has a different subject tag (Configuration → Queues → ClickonQueue then see the “Subject Tag” entry.) In particular, I’ve a helpdesk@ queue which has Subject Tag of “Helpdesk Support” and a billing@ queue which has Subject Tag of “Billing Support”.

I tried to follow the instructions about changing EmailSubjectTagRegex to Set(…$rtname|helpdesk|billing…) and I just make that change in RT_SiteConfig.pm?

The last msg on 2009-02-02 from jpierce shows “…the other half…” and I’m not sure where that goes. Does that also go into RT_SiteConfig.pm?

Or do these changes occur in the local/lib/RT/Interface/Email_Local.pm which is referenced at codepad: Perl code - 93 lines - codepad?

Thank you,
PH

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