"What Patch is this?" Question re Subject:Queuename in Ticket ID?

RT Users
1

Hey all,
I’ve got a dumb question here (well I feel Stupid :wink: ).

Ages ago when playing with some RT perl patches, I installed among

other things RTx::Foundry along with Shredder etc etc. I’ve since
stripped out Foundry and RTIR and other ones, but I never rebuilt the
box that I now run ‘Production’ RT on (3.5.5 cause I live on the edge…).

Anyway, one of the side effects I picked up from I *think*

RTx::Foundry was that now my outgoing E-Mails get stamped with the
Ticket SubjectRegex of [ $RT_Name:$QueueName # XXXX ] … for example [
ISP:Domains # XXXX ] .

Its a neat little patch that I've since exploited to allow me to

have ‘virtual’ ISP’s hosted under my RT system with the appearance that
its entirely their own. The down side is, when I upgraded RT, I broke
something with the patch. My outbound e-mails still get constructed this
same way, but my Incoming e-mails are of course not matching the
SubjectRegex as they should.

Whats the 'incoming' side to patch to get it to parse this tag

properly? I tried just using the SubjectRegex setting in
RT_SiteConfig.pm, but this doesn’t seem to have the desired effect -
replies still come in and recreate new tickets.

Alternatively, does anyone know what specific part of Foundry or

what not that this little ‘feature’ comes from ? I wouldn’t mind
re-implementing it properly, but without having to reinstall all of
foundry etc :slight_smile:

Thanks guys!

Adrian Carter
Technical Manager
Leading Edge Internet

Web http://www.lei.net.au http://support.lei.net.au
Direct +61 2 6163 6162 Support 1 300 662 415
E-mail cartera@lei.net.au

2

Just wanted to add… I know where the ticket tag gets marked up that way
( rt3/local/lib/RT/Action/SendEmail_Local.pm) but I can’t seem to find
the corresponding ‘incoming’ bit I used to have to patch the subject for
the incoming ticket…

Adrian Carter wrote:

Hey all,
I’ve got a dumb question here (well I feel Stupid :wink: ).

Ages ago when playing with some RT perl patches, I installed among
other things RTx::Foundry along with Shredder etc etc. I’ve since
stripped out Foundry and RTIR and other ones, but I never rebuilt the
box that I now run ‘Production’ RT on (3.5.5 cause I live on the
edge…).

Anyway, one of the side effects I picked up from I think
RTx::Foundry was that now my outgoing E-Mails get stamped with the
Ticket SubjectRegex of [ $RT_Name:$QueueName # XXXX ] … for example
[ ISP:Domains # XXXX ] .

Its a neat little patch that I’ve since exploited to allow me to
have ‘virtual’ ISP’s hosted under my RT system with the appearance
that its entirely their own. The down side is, when I upgraded RT, I
broke something with the patch. My outbound e-mails still get
constructed this same way, but my Incoming e-mails are of course not
matching the SubjectRegex as they should.

Whats the ‘incoming’ side to patch to get it to parse this tag
properly? I tried just using the SubjectRegex setting in
RT_SiteConfig.pm, but this doesn’t seem to have the desired effect -
replies still come in and recreate new tickets.

Alternatively, does anyone know what specific part of Foundry or
what not that this little ‘feature’ comes from ? I wouldn’t mind
re-implementing it properly, but without having to reinstall all of
foundry etc :slight_smile:

Thanks guys!

Adrian Carter
Technical Manager
Leading Edge Internet

Web http://www.lei.net.au http://support.lei.net.au
Direct +61 2 6163 6162 Support 1 300 662 415
E-mail cartera@lei.net.au

3

At Monday 12/12/2005 08:07 PM, Adrian Carter wrote:

Just wanted to add… I know where the ticket tag gets marked up that way (
rt3/local/lib/RT/Action/SendEmail_Local.pm) but I can’t seem to find the
corresponding ‘incoming’ bit I used to have to patch the subject for the
incoming ticket…

Adrian Carter wrote:

Hey all,
I’ve got a dumb question here (well I feel Stupid :wink: ).

Ages ago when playing with some RT perl patches, I installed among
other things RTx::Foundry along with Shredder etc etc. I’ve since
stripped out Foundry and RTIR and other ones, but I never rebuilt the
box that I now run ‘Production’ RT on (3.5.5 cause I live on the edge…).

Anyway, one of the side effects I picked up from I think
RTx::Foundry was that now my outgoing E-Mails get stamped with the
Ticket SubjectRegex of [ $RT_Name:$QueueName # XXXX ] … for example [
ISP:Domains # XXXX ] .

Its a neat little patch that I’ve since exploited to allow me to have
‘virtual’ ISP’s hosted under my RT system with the appearance that its
entirely their own. The down side is, when I upgraded RT, I broke
something with the patch. My outbound e-mails still get constructed this
same way, but my Incoming e-mails are of course not matching the
SubjectRegex as they should.

Whats the ‘incoming’ side to patch to get it to parse this tag
properly? I tried just using the SubjectRegex setting in
RT_SiteConfig.pm, but this doesn’t seem to have the desired effect -
replies still come in and recreate new tickets.

Alternatively, does anyone know what specific part of Foundry or what
not that this little ‘feature’ comes from ? I wouldn’t mind
re-implementing it properly, but without having to reinstall all of
foundry etc :slight_smile:

Thanks guys!

Adrian,

The parsing of incoming subject lines happens in lib/RT/Interface/Email.pm
(ParseTicketId). Unless I’ve misunderstood your problem, you shouldn’t have
to patch it just to use an alternate syntax - it should just be a question
of getting the regex right in the config file.

Steve