Hi Jesse! First of all, thank you for your response. Unfortunately, it seems it is not working. On a test system (RT 3.8.2) we have two "incoming" queues: DBA and SCHEDU. I have set the subject tag for the DBA queue as "DBA", while the subject tag for the SCHEDU queue is "SCHD".
In the RT_SiteConfig i have: Set($rtname , "SCHEDULAZIONE"); Set($ExtractSubjectTagMatch, qr/\[(?:DBA|SCHD) #\d+\]/); I have restarted apache, then I created a test ticket in both queues (using the "quick ticket creation" panel). BOTH of these ticket came out as having [SCHEDULAZIONE #nnnn] in the subject of the email, i.e. they both have the $rtname instead of the intended subject tag. We are running 3.8.2 both in production and in test. Is this a show-stopper? Should we upgrade to 3.8.3 to have the functionality? Or am I misunderstanding the intended behaviour of the subject tag setting? Thank you in advance! Bye Cris -----Messaggio originale----- Da: Jesse Vincent [mailto:[email protected]] Inviato: venerdì 29 maggio 2009 22.59 A: Guadagnino Cristiano Cc: [email protected]; [email protected] Oggetto: Re: [rt-users] R: RT Queue Subject Tag problem On Fri, May 29, 2009 at 12:22:15PM +0200, Guadagnino Cristiano wrote: > Hi all, > I am having the same problem as Jeremy here. Nobody replied since january... > can somebody help please? > > We just added some queues to out RT installation; these queues are to be used > by an entirely new set of users, and we need then to have a different subject > tag. > > If I understand correctly, the default subject tag is taken by the $rtname > variable. So I changed the "subject tag" field in the queues, which was > previously unset. RT tells me it has saved the value, but if I reenter the > queue configuration panel I see mixed results: sometimes I see "subject tag" > field empty, and sometimes I see it populated with what I have set. > The behaviour also seems to be unconsistent: sometimes it uses the subject > tag I have set, sometimes (90% of times) it uses the $rtname. > > I have looked at the database (MySQL here), and I also see that the only > place where the value is apparently stored is in the "attributes" table. > > Is this a known bug? > It's an interaction with the ExtractSubjectTag scrip. I believe that if you add all your subject tags to ExtractSubjectTagMatch in RT_SiteConfig, that will take care of it. I also _Thought_ this was sorted out for 3.8.3, but someone who actually had code in the release can likely correct me on that ;) _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
