As far as I know, that is acceptable as long as the Subject Tag value for the queue explicitly includes the $rtname value within it.
Your example Subject string of "[Networking cg.xxx.edu #1091]" should be acceptable if the Subject Tag value for one of your queues is precisely " Networking cg.xxx.edu". For debugging purposes, you can also simply use "[$rtname #1091]" (replacing "$rtname" with the actual $rtname value) to rule out the queue's Subject Tag value as the problem. That is, if your $rtname is "cg.xxx.edu", consider sending a test mail with Subject "[cg.edu.au #1091]" to rule out queue-specific Subject Tag problems. If you're still having no luck, consider posting RT's debug log when it accepts the mail for processing. On 3 July 2014 13:56, Mark Campbell <[email protected]> wrote: > Sorry CG tag would be what we use to describe the queue and cg.xxx.edu > as the rtname. For instance the Networking queue would look like > > [Networking cg.xxx.edu #1091] > > So in the subject tag field for the queue configuration we have > "Networking cg.xxx.edu" > > Is this not allowed? or would the space between Networking and cg.xxx.edu > cause issues? > > Mark > > > > > On 7/2/2014 11:34 PM, Alex Peters wrote: > > 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
