Can you please test on 3.8.3?
On Wed, Jun 03, 2009 at 10:30:27AM +0200, Guadagnino Cristiano wrote: > 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
