Am Freitag, den 18. Juli 2003, um 11:56, schrieb Matthias Leisi:
How can I change the Subject:-Tag to be something like
[$queuename # $ticketnumber]?
What do I break if I change this in RT’s code (upgrade hassles aside)?
You’ll break the mailgate, as it looks for $rtname, not queue names.
Also, you risk that your tags may become non-unique, since another RT
instance might use the same queue names.
This could be worked around with [sitename . queuename .
Generally, these tags are opaque globally unique identifiers for your
tickets, not something humans need to make any sense of.
I see that this is how RT uses the subject line, but I think that this
is a broken implementation of this concept.
My thoughts are that opaque things should not be seen by humans. The
subject line is certainly displayed by every mail tool that I have ever
I think a better implementation of “not-for-human-consumption” data
might have been to use X-RT-* headers liberally.
All could be useful headers, if the designers find a use for them. This
would also allow per-queue subject tags to be created, and manipulated,
Of course, an email which appeared on the mailgate’s doorstep without
the X-RT-* headers and with only a subject header would need to be
I think that the best way to get this option implemented is to find out
how much $$$ it would take bestpractical to do the work, and then start
working with the other people who have asked for this functionality
(queue-based names) to get together to pay for it. So far, none of my
clients need it bad enough.
Maybe the marketing people at bestpractical will find this an
opportunity to add this feature at a new install. I don’t know.