On Mar 27, 2009, at 6:04 AM, rt-users-requ...@lists.bestpractical.com wrote:
>> I just started using custom subject tags with my RT and now my rt- >> mailgate is changing the subject to strange things, putting the >> ticket >> tag into the subject. Is there a setting to prevent the subject from >> being changed by rt-mailgate? > > This sounds like a bug I fixed in trunk with the ExtractSubjectTag > action, but you didn't provide a lot of information to go on. > > -kevin This response is for kevin to give more detail on what exactly happened. I created a new queue, setting the custom subject tag, "Alert." So now the outgoing e-mails would say [Alert #500] instead of [mysite.com #500]. When someone replied to the e-mail, their subject of their e-mail was "Re: [Alert #500] Ticket Name" Immediately after their transaction in the ticket + the outgoing e- mails, there is the following transaction: RT_System - Subject changed from 'Ticket Name' to 'Ticket Name [Alert #500]' All the users corresponding to this ticket did so via e-mail, so they all continued to get the previous subject name, I did not see what would the e-mail subject would have been had someone replied in the html ticket and then replied to that e-mail. But no more subject changes occurred (except when I changed the subject back, the next incoming e-mail put the tag at the end again) Changing the $EmailSubjectTagRegex does appear to have fixed the error; however, I think this should not be necessary to keep the intuitive nature of setting up the queues. Thanks for your help! _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com