Hi all,
I just want to be sure I’m understanding the use of “Subject Tag” for a
queue.
I can put whatever I want in this, and it’ll change the tag in the subject
line of outgoing messages.
By default rt puts the RT instance name [rt.here.com #12345]
If I put FOO in the subject tag for a queue, the tag would be [FOO #12345]
If I change that tag to BAR, I have to put FOO in the regular expression in
the Site config to ensure it recognizes the old tag.
Is there any other things I should be aware of? I’ve tested a bunch, but I
just want to make sure I’m not missing anything.
Thanks!
Mike.
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca
I just want to be sure I’m understanding the use of “Subject Tag” for a queue.
I can put whatever I want in this, and it’ll change the tag in the subject line of outgoing
messages.
By default rt puts the RT instance name [[1]rt.here.com #12345]
If I put FOO in the subject tag for a queue, the tag would be [FOO #12345]
If I change that tag to BAR, I have to put FOO in the regular expression in the Site config to
ensure it recognizes the old tag.
Is there any other things I should be aware of? I’ve tested a bunch, but I just want to make
sure I’m not missing anything.
This sounds like a good summary.
If you’ve upgraded RT, ensure your templates are in sync with what we
ship in the current version, otherwise it won’t pull the subject tag.
-kevin
Is this what you are referring to Kevin?
This is from the Global Autoreply template
“There is no need to reply to this message right now. Your ticket has been
assigned an ID of [{$rtname} #{$Ticket->id()}].”
I’m assuming you would want that to be something else?
Do you have a {$Ticket->Tag} or something like that?
Thanks!
Mike.On Tue, Aug 14, 2012 at 1:00 PM, Kevin Falcone falcone@bestpractical.comwrote:
On Tue, Aug 14, 2012 at 10:19:33AM -0400, Mike Johnson wrote:
I just want to be sure I’m understanding the use of “Subject Tag” for
a queue.
I can put whatever I want in this, and it’ll change the tag in the
subject line of outgoing
messages.
By default rt puts the RT instance name [[1]rt.here.com #12345]
If I put FOO in the subject tag for a queue, the tag would be [FOO
#12345]
If I change that tag to BAR, I have to put FOO in the regular
expression in the Site config to
ensure it recognizes the old tag.
Is there any other things I should be aware of? I’ve tested a bunch,
but I just want to make
sure I’m not missing anything.
This sounds like a good summary.
If you’ve upgraded RT, ensure your templates are in sync with what we
ship in the current version, otherwise it won’t pull the subject tag.
-kevin
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca
Is this what you are referring to Kevin?
This is from the Global Autoreply template
“There is no need to reply to this message right now. Your ticket has been
assigned an ID of [{$rtname} #{$Ticket->id()}].”
I’m assuming you would want that to be something else?
Do you have a {$Ticket->Tag} or something like that?
This is the 4.0 version of the Autoreply template, which has the
relevant SubjectTag method in use that you can crib off
rt/etc/initialdata at stable · bestpractical/rt · GitHub> On Tue, Aug 14, 2012 at 1:00 PM, Kevin Falcone <[1]falcone@bestpractical.com> wrote:
On Tue, Aug 14, 2012 at 10:19:33AM -0400, Mike Johnson wrote:
> I just want to be sure I'm understanding the use of "Subject Tag" for a queue.
> I can put whatever I want in this, and it'll change the tag in the subject line of
outgoing
> messages.
> By default rt puts the RT instance name [[1][2]rt.here.com #12345]
> If I put FOO in the subject tag for a queue, the tag would be [FOO #12345]
> If I change that tag to BAR, I have to put FOO in the regular expression in the Site
config to
> ensure it recognizes the old tag.
> Is there any other things I should be aware of? I've tested a bunch, but I just want to
make
> sure I'm not missing anything.
This sounds like a good summary.
If you've upgraded RT, ensure your templates are in sync with what we
ship in the current version, otherwise it won't pull the subject tag.
That’s what I thought you were talking about.
Thank you very much.
Also, thank you very much for that link, it has other useful bits of info
too.
I appreciate all the help the folks from Best Practical provide on this
listserv. People don’t say it enough, but you guys run a great company.
Mike.On Tue, Aug 14, 2012 at 5:21 PM, Kevin Falcone falcone@bestpractical.comwrote:
On Tue, Aug 14, 2012 at 02:48:09PM -0400, Mike Johnson wrote:
Is this what you are referring to Kevin?
This is from the Global Autoreply template
“There is no need to reply to this message right now. Your ticket has
been
assigned an ID of [{$rtname} #{$Ticket->id()}].”
I’m assuming you would want that to be something else?
Do you have a {$Ticket->Tag} or something like that?
This is the 4.0 version of the Autoreply template, which has the
relevant SubjectTag method in use that you can crib off
rt/etc/initialdata at stable · bestpractical/rt · GitHub
On Tue, Aug 14, 2012 at 1:00 PM, Kevin Falcone <[1] falcone@bestpractical.com> wrote:
On Tue, Aug 14, 2012 at 10:19:33AM -0400, Mike Johnson wrote:
> I just want to be sure I'm understanding the use of "Subject Tag"
for a queue.
> I can put whatever I want in this, and it'll change the tag in
the subject line of
outgoing
> messages.
> By default rt puts the RT instance name [[1][2]rt.here.com#12345]
> If I put FOO in the subject tag for a queue, the tag would be
[FOO #12345]
> If I change that tag to BAR, I have to put FOO in the regular
expression in the Site
config to
> ensure it recognizes the old tag.
> Is there any other things I should be aware of? I've tested a
bunch, but I just want to
make
> sure I'm not missing anything.
This sounds like a good summary.
If you've upgraded RT, ensure your templates are in sync with what
we
ship in the current version, otherwise it won't pull the subject
tag.
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca