Hi guys I'm trying to find this on web (wiki, docs...) but with no luck. Currently our ticket look like default RT ticket, [domain.com #xxxx], but it's obviously too much for certain people to comprehend this and include whole ticket in subject, so instead of replying to already opened ticket, we are getting new tickets with every new mail, as they "forget" to include brackets, or domain or they "invent" whole new format of existing ticket. To make thing easier even for most brain dead people, I would like to change ticket from [domain.com #xxxx] to something more simple, like XY#xxxx. No brackets, no spaces, no domains just simple two or 3 letters following by (hash)number. Any suggestion where and how this could be done, would be greatly appreciated. I know I shouldn't do this, as I remove any connection with old tickets, so once mail comes with old ticket id, it will create new ticket, but I can live with this. I can manually find and merge those few newly created tickets which would refer to old ones, and even if not, it won't be end of the world, as it's certainly less annoying then manually merging endless amount of tickets every day, as some people can't leave subject line intact.
Thanks for all the help! -- br, Primoz
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