Variable 'MyOrg' in email subject

RT Users
1

By default, RT generates a subject line for outgoing emails in the form of

[MyOrg #ID] user-subject

How can I configure RT so that the value for ‘MyOrg’ is different for
different queues?

The reason for doing this is that we have one installation of RT for an
umbrella organisation which handles customer support for a number of
subsidiaries. Each subsidiary has a customer service address in the form
of ‘support@thissubsidiary.tld’, and inbound email for these is directed
to the relevant RT queue. What we need, therefore, is for the
auto-responses that RT generates to use the appropriate subsidiary name
in the ticket subject, not the name of the umbrella company.

What’s the best way to achieve that?

Thanks

Mark
http://mark.goodge.co.uk

2

Mark,
we do this by setting the “subject tag” in the queue configuration.

Bye
Cris

-----Messaggio originale-----
Da: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] Per conto di Mark Goodge
Inviato: Thursday, September 30, 2010 9:24 AM
A: rt-users@lists.bestpractical.com
Oggetto: [rt-users] Variable ‘MyOrg’ in email subject

By default, RT generates a subject line for outgoing emails in the form of

[MyOrg #ID] user-subject

How can I configure RT so that the value for ‘MyOrg’ is different for
different queues?
(…)

3

Mark,
we do this by setting the “subject tag” in the queue configuration.

Ah, great, that seems to do exactly what we want.

Cheers

Mark

4

By default, RT generates a subject line for outgoing emails in the form of

[MyOrg #ID] user-subject

How can I configure RT so that the value for ‘MyOrg’ is different
for different queues?

if you’re are running RT 3.8.x, you can do that by setting tags in
Configuration->Queues->YouQueue, then checks that your template are
using $Ticket->QueueObj->SubjectTag