Subjects in emails originating from RT

Right now I’m trying to tweak out one last thing in RT. Basically every email client/host has various parameters for determining if/how to thread emails, so I’m fighting a spread out battle. What I’m up against now is ensuring a “Re:” is put on the front* of every subject sent out of RT unless it is an original email to that contact. The two key places this seems to be currently missing is the Auto Replies and resolving tickets.

Any idea how I can get that little element cleaned up.

Cheers

Miles Scruggs
miles@digitalphotobox.net

smime.p7s (4.78 KB)

Just change AutoReply and Resolved template.On Thu, Apr 11, 2013 at 7:11 AM, Miles Scruggs miles@digitalphotobox.netwrote:

Right now I’m trying to tweak out one last thing in RT. Basically every
email client/host has various parameters for determining if/how to thread
emails, so I’m fighting a spread out battle. What I’m up against now is
ensuring a “Re:” is put on the front* of every subject sent out of RT
unless it is an original email to that contact. The two key places this
seems to be currently missing is the Auto Replies and resolving tickets.

Any idea how I can get that little element cleaned up.

Cheers

Miles Scruggs
miles@digitalphotobox.net

Best regards, Ruslan.

Yes but what exactly do you change to get out front of the ticket number?On Apr 11, 2013, at 2:06 AM, Ruslan Zakirov ruz@bestpractical.com wrote:

Just change AutoReply and Resolved template.

On Thu, Apr 11, 2013 at 7:11 AM, Miles Scruggs miles@digitalphotobox.net wrote:

Right now I’m trying to tweak out one last thing in RT. Basically every email client/host has various parameters for determining if/how to thread emails, so I’m fighting a spread out battle. What I’m up against now is ensuring a “Re:” is put on the front* of every subject sent out of RT unless it is an original email to that contact. The two key places this seems to be currently missing is the Auto Replies and resolving tickets.

Any idea how I can get that little element cleaned up.

Cheers

Miles Scruggs
miles@digitalphotobox.net


Best regards, Ruslan.

Anyone have any idea how this can be resolved?On Thu, Apr 11, 2013 at 5:44 AM, Miles Scruggs miles@digitalphotobox.netwrote:

Yes but what exactly do you change to get out front of the ticket number?

Sent from my iPhone

On Apr 11, 2013, at 2:06 AM, Ruslan Zakirov ruz@bestpractical.com wrote:

Just change AutoReply and Resolved template.

On Thu, Apr 11, 2013 at 7:11 AM, Miles Scruggs miles@digitalphotobox.netwrote:

Right now I’m trying to tweak out one last thing in RT. Basically every
email client/host has various parameters for determining if/how to thread
emails, so I’m fighting a spread out battle. What I’m up against now is
ensuring a “Re:” is put on the front* of every subject sent out of RT
unless it is an original email to that contact. The two key places this
seems to be currently missing is the Auto Replies and resolving tickets.

Any idea how I can get that little element cleaned up.

Cheers

Miles Scruggs
miles@digitalphotobox.net


Best regards, Ruslan.

Cheers,

Miles

Anyone have any idea how this can be resolved?

There’s no option to move the tag and the code always adds it to the front.

I extracted an extension from customer work which moves the subject tag
all the way to the end. Try it out once it shows up at
RT::Extension::TrailingSubjectTag - Switch RT's ticket ID tag to the end of email Subjects - metacpan.org (should be
within the hour).

It’s not quite what you want, necessarily, since it may obscure the
ticket ID in long subjects, but it’ll make your Re: first.

Thomas

Well that is almost accurate. The code does not always add it to the front.
If you reply to a ticket using the web UI (RT is still originating the
message, but on behalf of the user) it will put a Re: on the front of the
subject. I just don’t understand the logic behind not putting it on
all correspondence since logically everything sent out about the ticket
should be prefixed with the Re:. The only exception would be the original
ticket when it was created either by the system automatically or by a user.

I really don’t want the tag at the end of the subject as it is great
exactly where they put it. I’m guessing there is a just a goofed up flag in
the system which makes it assume those specific scrips are suppose to
originate emails instead of replying to the existing. In some ways it does
make sense because they do change the subject by inserting “Auto Reply” or
“Resolved” etc. For me I see no reason to fork the original thread with
two separate emails. I’ve already removed those extra tags, which while
they are nice, I don’t believe they are worth the cost of forking the
thread.On Fri, Apr 12, 2013 at 4:52 PM, Thomas Sibley trs@bestpractical.comwrote:

On 04/12/2013 04:13 PM, Miles Scruggs wrote:

Anyone have any idea how this can be resolved?

There’s no option to move the tag and the code always adds it to the front.

I extracted an extension from customer work which moves the subject tag
all the way to the end. Try it out once it shows up at
RT::Extension::TrailingSubjectTag - Switch RT's ticket ID tag to the end of email Subjects - metacpan.org (should be
within the hour).

It’s not quite what you want, necessarily, since it may obscure the
ticket ID in long subjects, but it’ll make your Re: first.

Thomas

Cheers,

Miles

If you place tag yourself then rt wouldnt relocate it. In newer versions
ticket object has SubjectTag method. If your version is old then you can
grab code from repository - very simple code.

Ruslan from phone.

написал:

Just hypothetically say everyone isn’t a competent programmer. Imagine with me, if you will.

How would a person with that handicap go about using the subject tag method to put a Re: out in front of the subject.On Apr 13, 2013, at 3:12 AM, Ruslan Zakirov ruslan.zakirov@gmail.com wrote:

If you place tag yourself then rt wouldnt relocate it. In newer versions ticket object has SubjectTag method. If your version is old then you can grab code from repository - very simple code.

Ruslan from phone.

13.04.2013 3:13 пользователь “Miles Scruggs” miles@digitalphotobox.net написал:

Anyone have any idea how this can be resolved?

On Thu, Apr 11, 2013 at 5:44 AM, Miles Scruggs miles@digitalphotobox.net wrote:

Yes but what exactly do you change to get out front of the ticket number?

Sent from my iPhone

On Apr 11, 2013, at 2:06 AM, Ruslan Zakirov ruz@bestpractical.com wrote:

Just change AutoReply and Resolved template.

On Thu, Apr 11, 2013 at 7:11 AM, Miles Scruggs miles@digitalphotobox.net wrote:

Right now I’m trying to tweak out one last thing in RT. Basically every email client/host has various parameters for determining if/how to thread emails, so I’m fighting a spread out battle. What I’m up against now is ensuring a “Re:” is put on the front* of every subject sent out of RT unless it is an original email to that contact. The two key places this seems to be currently missing is the Auto Replies and resolving tickets.

Any idea how I can get that little element cleaned up.

Cheers

Miles Scruggs
miles@digitalphotobox.net


Best regards, Ruslan.


Cheers,

Miles

Just hypothetically say everyone isn’t a competent programmer. Imagine
with me, if you will.

How would a person with that handicap go about using the subject tag
method to put a Re: out in front of the subject.

Sent from my iPhone

If you place tag yourself then rt wouldnt relocate it. In newer versions
ticket object has SubjectTag method. If your version is old then you can
grab code from repository - very simple code.

Ruslan from phone.

написал:

Anyone have any idea how this can be resolved?

Yes but what exactly do you change to get out front of the ticket number?

Sent from my iPhone

Just change AutoReply and Resolved template.

Right now I’m trying to tweak out one last thing in RT. Basically
every email client/host has various parameters for determining if/how to
thread emails, so I’m fighting a spread out battle. What I’m up against
now is ensuring a “Re:” is put on the front* of every subject sent
out of RT unless it is an original email to that contact. The two key
places this seems to be currently missing is the Auto Replies and resolving
tickets.

Any idea how I can get that little element cleaned up.

Cheers

Miles Scruggs
miles@digitalphotobox.net


Best regards, Ruslan.


Cheers,

Miles

Best regards, Ruslan.

Ok just for anyone else looking for this. Here is what got what I wanted:

stick that at the top of your template and it will add the “Re:” to your subject as well keep everything as standard.

Cheers

Miles Scruggs
miles@digitalphotobox.netOn Apr 14, 2013, at 11:37 AM, Ruslan Zakirov ruz@bestpractical.com wrote:

Subject: … { $Ticket->SubjectTag } …

On Sat, Apr 13, 2013 at 8:30 PM, Miles Scruggs miles@digitalphotobox.net wrote:
Just hypothetically say everyone isn’t a competent programmer. Imagine with me, if you will.

How would a person with that handicap go about using the subject tag method to put a Re: out in front of the subject.

Sent from my iPhone

On Apr 13, 2013, at 3:12 AM, Ruslan Zakirov ruslan.zakirov@gmail.com wrote:

If you place tag yourself then rt wouldnt relocate it. In newer versions ticket object has SubjectTag method. If your version is old then you can grab code from repository - very simple code.
Ruslan from phone.

13.04.2013 3:13 пользователь “Miles Scruggs” miles@digitalphotobox.net написал:
Anyone have any idea how this can be resolved?

On Thu, Apr 11, 2013 at 5:44 AM, Miles Scruggs miles@digitalphotobox.net wrote:
Yes but what exactly do you change to get out front of the ticket number?

Sent from my iPhone

On Apr 11, 2013, at 2:06 AM, Ruslan Zakirov ruz@bestpractical.com wrote:

Just change AutoReply and Resolved template.

On Thu, Apr 11, 2013 at 7:11 AM, Miles Scruggs miles@digitalphotobox.net wrote:
Right now I’m trying to tweak out one last thing in RT. Basically every email client/host has various parameters for determining if/how to thread emails, so I’m fighting a spread out battle. What I’m up against now is ensuring a “Re:” is put on the front* of every subject sent out of RT unless it is an original email to that contact. The two key places this seems to be currently missing is the Auto Replies and resolving tickets.

Any idea how I can get that little element cleaned up.

Cheers

Miles Scruggs
miles@digitalphotobox.net


Best regards, Ruslan.


Cheers,

Miles


Best regards, Ruslan.

smime.p7s (4.78 KB)