RT 3.6.6 and Branded Queues

RT Users
1

Alle,

Is the only way to change 'Subject: [{$rtname} #{$Ticket->id()}]' to

‘Subject: [{$Ticket->QueueObj->Name} #{$Ticket->id()}]’ to modify
/lib/RT/Action/SendEmail.pm? We seen the stuff on BrandedQueues but we
cannot get it to work with 3.6.6.

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail: cwfox@us.fujitsu.com
Phone: (808) 934-4102
Cell: (808) 937-5026

2

Um, no… just change the field in the queue configuration. This
might be 3.8.x only, but it’s dead simple in 3.8On Apr 25, 2009, at 2:34 PM, Camron W. Fox wrote:

Is the only way to change ‘Subject: [{$rtname} #{$Ticket->id()}]’ to
‘Subject: [{$Ticket->QueueObj->Name} #{$Ticket->id()}]’ to modify
/lib/RT/Action/SendEmail.pm? We seen the stuff on BrandedQueues but we
cannot get it to work with 3.6.6.

Best Regards,
Camron

–
Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail: cwfox@us.fujitsu.com
Phone: (808) 934-4102
Cell: (808) 937-5026

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

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

3

Jo Rhett wrote:

Um, no… just change the field in the queue configuration. This
might be 3.8.x only, but it’s dead simple in 3.8

Unfortunately, upgrading to 3.8 is not an option.

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail: cwfox@us.fujitsu.com

4

Code in 3.8 is import of the branded queues extension into RT’s core.
There is even script to convert old storage into the new format. I
made several tests during integration and I’m pretty sure branded
queues work with RT 3.6.On Mon, Apr 27, 2009 at 8:18 PM, Jo Rhett jrhett@netconsonance.com wrote:

Um, no… just change the field in the queue configuration. This
might be 3.8.x only, but it’s dead simple in 3.8

On Apr 25, 2009, at 2:34 PM, Camron W. Fox wrote:

  Is the only way to change 'Subject: [{$rtname} #{$Ticket->id()}]' to

‘Subject: [{$Ticket->QueueObj->Name} #{$Ticket->id()}]’ to modify
/lib/RT/Action/SendEmail.pm? We seen the stuff on BrandedQueues but we
cannot get it to work with 3.6.6.

Best Regards,
Camron

–
Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail: cwfox@us.fujitsu.com
Phone: (808) 934-4102
Cell: (808) 937-5026

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

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

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

5

Ruslan Zakirov wrote:

Code in 3.8 is import of the branded queues extension into RT’s core.
There is even script to convert old storage into the new format. I
made several tests during integration and I’m pretty sure branded
queues work with RT 3.6.

Ruslan,

Maybe I'm not groking how this should work. I would like to replace the

[{$rtname} #{$Ticket->id()}] with [{$Ticket->QueueObj->Name}
#{$Ticket->id()}] in the Subject prefix, but the best I seem to be able
to get is both when I add “Subject: [{$Ticket->QueueObj->Name}
#{$Ticket->id()}] {$Ticket->Subject}” to a template.
Is that the expected behavior with Branded Queues?

Best Regards,
Camron

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail: cwfox@us.fujitsu.com

6

Camron W. Fox wrote:

Ruslan Zakirov wrote:

Code in 3.8 is import of the branded queues extension into RT’s core.
There is even script to convert old storage into the new format. I
made several tests during integration and I’m pretty sure branded
queues work with RT 3.6.

Ruslan,

Maybe I’m not groking how this should work. I would like to replace the
[{$rtname} #{$Ticket->id()}] with [{$Ticket->QueueObj->Name}
#{$Ticket->id()}] in the Subject prefix, but the best I seem to be able
to get is both when I add “Subject: [{$Ticket->QueueObj->Name}
#{$Ticket->id()}] {$Ticket->Subject}” to a template.
Is that the expected behavior with Branded Queues?

Best Regards,
Camron

Best Regards,
Camron

Alle,

Please disregard my last. It appears I am an idiot. After returning the

the Configuration->Queue->$Queuename->Basics menu, I found the Custom
Branding box…DO’H!

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail: cwfox@us.fujitsu.com
Phone: (808) 934-4102
Cell: (808) 937-5026

7

Could you update wiki with a slight note? This extension is mentioned
on http://wiki.bestpractical.com/view/ExtensionsOn Tue, Apr 28, 2009 at 10:16 PM, Camron W. Fox cwfox@us.fujitsu.com wrote:

Camron W. Fox wrote:

Ruslan Zakirov wrote:

Code in 3.8 is import of the branded queues extension into RT’s core.
There is even script to convert old storage into the new format. I
made several tests during integration and I’m pretty sure branded
queues work with RT 3.6.

Ruslan,

  Maybe I'm not groking how this should work. I would like to replace the

[{$rtname} #{$Ticket->id()}] with [{$Ticket->QueueObj->Name}
#{$Ticket->id()}] in the Subject prefix, but the best I seem to be able
to get is both when I add “Subject: [{$Ticket->QueueObj->Name}
#{$Ticket->id()}] {$Ticket->Subject}” to a template.
Is that the expected behavior with Branded Queues?

Best Regards,
Camron

Best Regards,
Camron

Alle,

   Please disregard my last. It appears I am an idiot. After returning the

the Configuration->Queue->$Queuename->Basics menu, I found the Custom
Branding box…DO’H!

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail: cwfox@us.fujitsu.com
Phone: (808) 934-4102
Cell: (808) 937-5026

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.