I'm not sure what "the CGTag" means but if the subject tag on the queue is exactly the same as the $rtname, you can leave the subject tag blank (it will default to $rtname).
Basically the only thing between those square brackets in the Subject line of the email should be the $rtname or a queue's subject tag, followed by a space, a hash and a ticket number. If that's the case and it's still not working, RT debug logs might come in handy. On 3 July 2014 13:30, Mark Campbell <[email protected]> wrote: > So the $rtname is cg.xxx.edu > > The subject tag on the queue is configured as the CGTag cg.xxx.edu > > Should it simply be the rtname? > > > > > On 7/2/2014 11:23 PM, Alex Peters wrote: > > In "Subject: [xxxxx xx.xxx.edu #1091]", does "xxxxx xx.xxx.edu" precisely > match either of your $rtname config value or a queue's "Subject Tag" > setting? The fact that there's a space in there suggests that it might not. > > > On 3 July 2014 13:19, Mark Campbell <[email protected]> wrote: > >> >> So for testing I ran the following >> >> >> cat |/usr/sbin/rt-mailgate --queue xxxxxxx --action correspond --url >> https://xxxxxxx.xx.xxx.edu/rt --debug >> >> >> >> >> Then pasted the following in >> >> Delivered-To: [email protected] >> Subject: [xxxxx xx.xxx.edu #1091] >> To: [email protected] >> From: Xxxx Xxxxxxxx <[email protected]> >> Return-Path: <[email protected]> >> >> >> testing >> >> >> And this created a new ticket #1111 >> >> I thought all this had to do was match what was in the subject brackets >> and the ticket number and it would add it. What am I missing here? >> >> >> >> >> >> On 7/2/2014 4:08 PM, Mark Campbell wrote: >> >>> So I have an instance of RT installed, and thing seem to work fine. >>> Except users with a MAC that are using the Alpine client seem to not be >>> able to properly reply to a ticket. They can create new tickets jsut fine, >>> but when attempting to respond to a ticket, every response creates a new >>> ticket. >>> >>> Any ideas on why that might happen? >>> >>> Thanks >>> >>> Mark >>> >>> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training >
-- RT Training - Boston, September 9-10 http://bestpractical.com/training
