Subject in Template options

RT Users
1

UMBC has a need to have the subject of an email option only the ticket id and subject of the ticket.

The Subject: seems to be required for templates to work and that seems to always place Ticket id & Queue name and our group does not want to see the queue

Is this is possible?

Thanks

joe

Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - kirby@umbc.edu

2

Joe,

I could be reading your question wrong (I do that sometimes), but it sounds
like you want to have the option of different data in the subject line for
templates.

Typically, a template is selected for a specific scrip. I haven’t done
this, but Kevin or Rsuslan or Thomas could tell you if you could create a
user-defined action code to select a different template based on some type
of ticket information/CF available at transaction time.

If not, you could write different scrips that use the different templates
individually based on that same ticket/CF info.

That’s all I’ve got to offer on that subject.

KennOn Thu, Mar 1, 2012 at 1:42 PM, Joe Kirby kirby@umbc.edu wrote:

UMBC has a need to have the subject of an email option only the ticket id
and subject of the ticket.

The Subject: seems to be required for templates to work and that seems to
always place Ticket id & Queue name and our group does not want to see the
queue

Is this is possible?

Thanks

joe

Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - kirby@umbc.edu

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston — March 5 & 6, 2012
3

Thanks Kenn

I use the templates for several things and my guess is that the term Subject: located in the Content part of the setup for Template is like a Reserved Word and must be present for an email to work

We use Gmail at UMBC and the threading option is driving some folks nuts because the subject of the email is always the queue name + ticket id then what I really want

I realize this is an off the wall item but the gmail threads do weird things with this. I turned mine off but many seem to like them

Thanks again for all your support in these matters

Joe

Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - kirby@umbc.eduOn Mar 1, 2012, at 10:16 PM, rt-users-request@lists.bestpractical.com wrote:

Re: [rt-users] Subject in Template options

4

I use the templates for several things and my guess is that the term
Subject: located in the Content part of the setup for Template is like a
Reserved Word and must be present for an email to work

We use Gmail at UMBC and the threading option is driving some folks nuts
because the subject of the email is always the queue name + ticket id
then what I really want

If I understand you correctly, that behaviour doesn’t sound like a stock
RT setup. Can you show us the contents of your global Correspondence
template and any queue-level Correspondence templates?

The default subject lines of outgoing mail from RT are like this:

[rtname #id] Ticket subject is here

The queue name isn’t mentioned.

5

Here is the setup within the Content area for my global template.

Thank you very much

JoeSubject: AutoReply: {$Ticket->Subject}

Greetings,

This message has been automatically generated in response to the
creation of a ticket regarding:

Subject: “{$Ticket->Subject()}”,
Message: {$Transaction->Content()}

There is no need to reply to this message right now.

Your ticket has been assigned an ID of [{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id()}] or you can go there directly by clicking the link below.

Ticket <URL: {RT->Config->Get(‘WebURL’)}Ticket/Display.html?id={$Ticket->id} >

You can login to view your open tickets at any time by visiting http://my.umbc.edu and clicking on “Help” and “Request Help”.

Alternately you can click on http://my.umbc.edu/help/request

                    Thank you

Here is a copy of the email generated
Subject: [RT - Request Tracker #144013] AutoReply: test for attachement
From: " via RT" UMBCHelp@rt.umbc.edu
Reply-To: UMBCHelp@rt.umbc.edu
In-Reply-To:
References: RT-Ticket-144013@rt.umbc.edu
Message-ID: rt-3.8.7-20235-1330636726-1672.144013-3-0@rt.umbc.edu
Precedence: bulk
X-RT-Loop-Prevention: rt.umbc.edu
RT-Ticket: rt.umbc.edu #144013
Managed-by: RT 3.8.7 (Request Tracker — Best Practical Solutions)
RT-Originator: kirby@umbc.edu
Auto-Submitted: auto-replied
To: kirby@umbc.edu
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
Date: Thu, 1 Mar 2012 16:18:46 -0500

Greetings,

This message has been automatically generated in response to the
creation of a ticket regarding:

Subject: “test for attachement”,
Message: test options for attachments

Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - kirby@umbc.edu

There is no need to reply to this message right now.

Your ticket has been assigned an ID of [RT - Request Tracker #144013] or you can go there directly by clicking the link below.

Ticket <URL: myUMBC - Oops! Something went wrong. >

You can login to view your open tickets at any time by visiting http://my.umbc.edu and clicking on “Help” and “Request Help”.

Alternately you can click on http://my.umbc.edu/help/request

                    Thank you

Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - kirby@umbc.edu

6

UMBC has a need to have the subject of an email option only the ticket id and subject of the
ticket.

Unfortunately, RT really needs the full subject tag
[$rtname_or_queuetag #ticketid]

The Subject: seems to be required for templates to work and that seems to always place Ticket
id & Queue name and our group does not want to see the queue

You don’t need to have a Subject line in your Templates, but RT will
add the subject tag in regardless of what you do in the Template (it
parses outgoing mail).

What’s the real requirement here?

Without the rtname in the subject tag, RT can’t differentiate between
tickets from your RT and tickets from our RTs.

-kevin

7

Joe - this line

Subject: AutoReply: {$Ticket->Subject}

Is just adding AutoReply to the email that goes out.

Subject: [RT - Request Tracker #144013] AutoReply: test for attachement

The [RT - Request Tracker #144013] part is your $rtname or queue
Subject Tag setting plus the ticket id.

You don’t have to have the Subject: Autoreply line, but remove it is
not going to remove RT’s tag. You can shorten that RT - Request
Tracker part by customizing a Subject Tag on each of your queues from
the Queue administration page.

I’m still not sure what the problem with thread is. RT improved a few
threading things in later releases, but those are related to Owner
Change emails, not to Auto Replies and Correspondences.

-kevin

8

Subject: [RT - Request Tracker #144013] AutoReply: test for attachement

The [RT - Request Tracker #144013] part is your $rtname or queue
Subject Tag setting plus the ticket id.

Joe: To be clear, whoever installed your RT set the $rtname config
option to “RT - Request Tracker”. (Either that or one of your queue
Subject Tags is set to it.)

You may want to fix $rtname to be something more sane (as documented in
/opt/rt4/etc/RT_Config.pm), however changing $rtname has implications
for email and you should understand what will break and how to prevent
the breakage before you change $rtname.