Ticket subject

RT Users
1

Hi All

My apologies if this has been asked before but I only just joined the list
and didn’t find anything in the archives.

Is there any way to change the subject of tickets so that instead of showing
“[domain.com #1] AutoReply …” it shows “[queue-name #1]” (eg. [Support #1] or
[Sales #1]) ??

Thanks in advance. Also, RT is awesome! I’ve tried many trouble-ticket
systems but RT takes the prize :slight_smile:

Regards,
Gonzalo.

2

Hi All

My apologies if this has been asked before but I only just joined the list
and didn’t find anything in the archives.

Is there any way to change the subject of tickets so that instead of
showing “[domain.com #1] AutoReply …” it shows “[queue-name #1]”
(eg. [Support #1] or [Sales #1]) ??

That’s not how RT is designed to work, and I strongly discourage
changing it. The rtname in the ticket identifier is there so that
your RT instance doesn’t confuse other RT instances; while you may
get mail from another RT that says [Support #1], you’ll never get
mail from them that says [linuxaus.com #1].

That said, you don’t need to use your domain in there – it just
has to be (reasonably) unique to your site. It would take some work
to have more than one per site, though.

Cheers,

-Rich

Rich Lafferty --------------±----------------------------------------------
Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus!
http://www.lafferty.ca/ | Save The Pacific Northwest Tree Octopus
rich@lafferty.ca -----------±----------------------------------------------

3

That said, you don’t need to use your domain in there – it just
has to be (reasonably) unique to your site. It would take some work
to have more than one per site, though.

If this is a requirement, you could use multiple, separate RT
instances; each would have it’s own numbering scheme and rtname.

(darren)

Unix is an operating system, OS/2 is half an operating system, Windows
is a shell, and DOS is a boot partition virus.
– Peter H. Coffin