[rt-users] Template manual?

[Michael S. Liebman]

At 09:53 AM 12/10/2003, Gary Lawrence Murphy wrote:
>3) Related to (2), is it possible to use the name of the queue instead of
>the queue number in the Subject line?  I'd love to tell customers to post
>their issues with a subject line [xmlteam.com FeedFetcher]

That's not the queue number in the subject. It's the ticket number. You 
need that there for replies to be associated properly. There has been lots 
of discussion on this list about substituting the queue name for the RT 
instance name.

>Another small problem I found with the current
>(PDF) manual is that it describes what it means to Own Ticket, but not
>how this might differ from Take Ticket.

Take Ticket allows you to assign a ticket to yourself. You need Own Ticket 
in order to Take Ticket but you don't need Take Ticket to Own Ticket. As 
long as someone has rights to assign tickets and you have Own Ticket, you 
can still be an owner.

Michael

-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                 http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"