Rt-mailgate changing subject

I just started using custom subject tags with my RT and now my rt-
mailgate is changing the subject to strange things, putting the ticket
tag into the subject. Is there a setting to prevent the subject from
being changed by rt-mailgate?

I just started using custom subject tags with my RT and now my rt-
mailgate is changing the subject to strange things, putting the ticket
tag into the subject. Is there a setting to prevent the subject from
being changed by rt-mailgate?
You’ve not offered too much detail but

a) There is a scrip that detects subject changes
b) There are config settings (read the pod of RT_Config.pm) that define
regexpen which test subjects to look for messages from/of RT.

The latter seem to be especially important to adjust whenever you alter
how subjects are formatted. See recent threads on ticket tags appearing
on the right side of the subject (a symptom of b)

Cambridge Energy Alliance: Save money. Save the planet.

Thanks, that looks like that was it.

It might be a good idea to put a notice or link next to the field for
the custom subject tag in a future release, that doesn’t seem (at
least to me) like something I would have expected to have to set
something in RT_SiteConfig for.On Mar 26, 2009, at 4:00 PM, Jerrad Pierce wrote:

On Thu, Mar 26, 2009 at 16:56, Jon Baker jbaker@wgm.us wrote:

I just started using custom subject tags with my RT and now my rt-
mailgate is changing the subject to strange things, putting the
ticket
tag into the subject. Is there a setting to prevent the subject from
being changed by rt-mailgate?
You’ve not offered too much detail but

a) There is a scrip that detects subject changes
b) There are config settings (read the pod of RT_Config.pm) that
define
regexpen which test subjects to look for messages from/of RT.

The latter seem to be especially important to adjust whenever you
alter
how subjects are formatted. See recent threads on ticket tags
appearing
on the right side of the subject (a symptom of b)

Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656

Ok, I’m obviously doing something wrong…

I am putting this in my RT_SiteConfig.pm:

Set( $EmailSubjectTagRegex, qr/\Q($rtname|Alert)\E/i );

but when I reply to a ticket it now creates a new ticket. If I change
it to

Set( $EmailSubjectTagRegex, qr/\Q$rtname\E/i );

it behaves as normal. Am I misunderstanding how this works? That was
directly out of the example, or so I thought.On Mar 26, 2009, at 4:00 PM, Jerrad Pierce wrote:

On Thu, Mar 26, 2009 at 16:56, Jon Baker jbaker@wgm.us wrote:

I just started using custom subject tags with my RT and now my rt-
mailgate is changing the subject to strange things, putting the
ticket
tag into the subject. Is there a setting to prevent the subject from
being changed by rt-mailgate?
You’ve not offered too much detail but

a) There is a scrip that detects subject changes
b) There are config settings (read the pod of RT_Config.pm) that
define
regexpen which test subjects to look for messages from/of RT.

The latter seem to be especially important to adjust whenever you
alter
how subjects are formatted. See recent threads on ticket tags
appearing
on the right side of the subject (a symptom of b)


Cambridge Energy Alliance: Save money. Save the planet.

Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656

I just started using custom subject tags with my RT and now my rt-
mailgate is changing the subject to strange things, putting the ticket
tag into the subject. Is there a setting to prevent the subject from
being changed by rt-mailgate?

This sounds like a bug I fixed in trunk with the ExtractSubjectTag
action, but you didn’t provide a lot of information to go on.

-kevin

I think I found my answer. I was using the example I found in the
mailing list, which wasn’t quite right. I read carefully the comments
in the RT_Config.pm file and saw that the regex command is supposed to
look like this:

Set($EmailSubjectTagRegex, qr/(?:example.com|example.org)/i );

Using that format instead of the one I previously posted appears to
have solved the issue.

Thanks!On Mar 26, 2009, at 4:00 PM, Jerrad Pierce wrote:

On Thu, Mar 26, 2009 at 16:56, Jon Baker jbaker@wgm.us wrote:

I just started using custom subject tags with my RT and now my rt-
mailgate is changing the subject to strange things, putting the
ticket
tag into the subject. Is there a setting to prevent the subject from
being changed by rt-mailgate?
You’ve not offered too much detail but

a) There is a scrip that detects subject changes
b) There are config settings (read the pod of RT_Config.pm) that
define
regexpen which test subjects to look for messages from/of RT.

The latter seem to be especially important to adjust whenever you
alter
how subjects are formatted. See recent threads on ticket tags
appearing
on the right side of the subject (a symptom of b)


Cambridge Energy Alliance: Save money. Save the planet.

I just started using custom subject tags with my RT and now my rt-
mailgate is changing the subject to strange things, putting the
ticket
tag into the subject. Is there a setting to prevent the subject from
being changed by rt-mailgate?

This sounds like a bug I fixed in trunk with the ExtractSubjectTag
action, but you didn’t provide a lot of information to go on.

-kevin

This response is for kevin to give more detail on what exactly happened.

I created a new queue, setting the custom subject tag, “Alert.” So
now the outgoing e-mails would say [Alert #500] instead of [mysite.com
#500].

When someone replied to the e-mail, their subject of their e-mail was
"Re: [Alert #500] Ticket Name"

Immediately after their transaction in the ticket + the outgoing e-
mails, there is the following transaction:

RT_System - Subject changed from ‘Ticket Name’ to ‘Ticket Name [Alert
#500]’

All the users corresponding to this ticket did so via e-mail, so they
all continued to get the previous subject name, I did not see what
would the e-mail subject would have been had someone replied in the
html ticket and then replied to that e-mail. But no more subject
changes occurred (except when I changed the subject back, the next
incoming e-mail put the tag at the end again)

Changing the $EmailSubjectTagRegex does appear to have fixed the
error; however, I think this should not be necessary to keep the
intuitive nature of setting up the queues.

Thanks for your help!

I just started using custom subject tags with my RT and now my rt-
mailgate is changing the subject to strange things, putting the
ticket
tag into the subject. Is there a setting to prevent the subject
from
being changed by rt-mailgate?

This sounds like a bug I fixed in trunk with the ExtractSubjectTag
action, but you didn’t provide a lot of information to go on.

This response is for kevin to give more detail on what exactly
happened.

This is the bug that I fixed

-kevin