Timezone and custom Subject lines

i’ve setup RT 3.8.2 on RHEL5.3 u3 64-bit and the setup is working fine. just
needed some help/tips on “minor” issues.

  1. {$Transaction->CreatedAsString} and {$Ticket->Created}
    use different timezones. the latter is 8-hours behind.

I have this in my RT_SiteConfig.pm:

Set($Timezone , ‘Asia/Singapore’);

right now i’m using {$Transaction->CreatedAsString} to
show when the ticket was created in newly created tickets.

what’s the difference betwen the two (for newly
created tickets)?

  1. how to change the Subject line of messages to the format
    used by our current support system.

the format i need:

QUEUE-MM-TicketId
(MM is the month - 04 for April, 05 for May etc.)

right now i’m stuck with:

[NETWORK #46]

i’m checking http://wiki.bestpractical.com/view/SendEmail
and from the archive

http://www.gossamer-threads.com/lists/rt/users/72259?search_string=sub%20SetSubjectToken%20;#72259

BUT he had problems with the email replies and had no response to his post.

many thanks for any help/tips.

erik

i’ve setup RT 3.8.2 on RHEL5.3 u3 64-bit and the setup is working fine. just
needed some help/tips on “minor” issues.

  1. {$Transaction->CreatedAsString} and {$Ticket->Created}
    use different timezones. the latter is 8-hours behind.

I have this in my RT_SiteConfig.pm:

Set($Timezone , ‘Asia/Singapore’);

right now i’m using {$Transaction->CreatedAsString} to
show when the ticket was created in newly created tickets.

what’s the difference betwen the two (for newly
created tickets)?

$Ticket->Created returns internal version that is UTC, you can use
$ticket->CreatedObj that returns a RT::Date object, so
$Ticket->CreatedObj->AsString. See more details on formatters in
RT::Date library.

  1. how to change the Subject line of messages to the format
    used by our current support system.

the format i need:

QUEUE-MM-TicketId
(MM is the month - 04 for April, 05 for May etc.)

right now i’m stuck with:

[NETWORK #46]

i’m checking http://wiki.bestpractical.com/view/SendEmail
and from the archive

http://www.gossamer-threads.com/lists/rt/users/72259?search_string=sub%20SetSubjectToken%20;#72259

BUT he had problems with the email replies and had no response to his post.

many thanks for any help/tips.

You can not do that without some code: in all templates you should use
something like Subject: [{…} {…} #{$Ticket->id}]…

And have to adjust regular expression in the config to match all
possible variants. If you don’t do this then outgoing emails will have
two […] blocks: yours and default. Also, replies to old tickets may
start generate new tickets.

Read http://wiki.bestpractical.com/view/RenameInstance

erik


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Best regards, Ruslan.