So the subject tag had an extra space in it which must be removed by
something somewhere or by certain clients of something.
Either way it is now only configured to have 1 and it seems to work now.
Thanks for the help.
Mark
On 7/3/2014 12:01 AM, Alex Peters wrote:
As far as I know, that is acceptable as long as the Subject Tag value
for the queue explicitly includes the $rtname value within it.
Your example Subject string of "[Networking cg.xxx.edu
<http://cg.xxx.edu> #1091]" should be acceptable if the Subject Tag
value for one of your queues is precisely "Networking cg.xxx.edu
<http://cg.xxx.edu>".
For debugging purposes, you can also simply use "[$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 <http://cg.xxx.edu>", consider sending a test mail with
Subject "[cg.edu.au <http://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]
<mailto:[email protected]>> wrote:
Sorry CG tag would be what we use to describe the queue and
cg.xxx.edu <http://cg.xxx.edu> as the rtname. For instance the
Networking queue would look like
[Networking cg.xxx.edu <http://cg.xxx.edu> #1091]
So in the subject tag field for the queue configuration we have
"Networking cg.xxx.edu <http://cg.xxx.edu>"
Is this not allowed? or would the space between Networking and
cg.xxx.edu <http://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]
<mailto:[email protected]>> wrote:
So the $rtname is cg.xxx.edu <http://cg.xxx.edu>
The subject tag on the queue is configured as the CGTag
cg.xxx.edu <http://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 <http://xx.xxx.edu> #1091]",
does "xxxxx xx.xxx.edu <http://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]
<mailto:[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] <mailto:[email protected]>
Subject: [xxxxx xx.xxx.edu <http://xx.xxx.edu> #1091]
To: [email protected] <mailto:[email protected]>
From: Xxxx Xxxxxxxx <[email protected] <mailto:[email protected]>>
Return-Path: <[email protected] <mailto:[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
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