[rt-users] rtname, namespace, etc

[Anthony Leong]

Greetings,

  I am not sure if "all" the functions you need to modify are mentioned
below.  Anyways, I have not tried this before...so maybe you can give it a
try.

  For what you want to do, you will have to modify some of the core
files. First 2 files would be Email.pm EmailParser.pm and the function to
modify is ParseTicketId.  The third file would be SendEmail.pm and the
function to modify is SetSubjectToken.  However, take a look at
http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT on customizing
RT before doing any of that.
  You may also want to add a new variable in RT_SiteConfig.pm to make your
customization more flexible.  ie.  an array of "domains"

Anthony

P.S.  Hopefully that will give you a bit of a start.

On Fri, 1 Apr 2005, Leo List wrote:

> Our Customer support desk supports a number of different Web Based
> applications. These applications have different support email addresses
> and different domains. Ideally, I would like to run RT out of one
> configuration and database, but I guess that only one $rtname is
> supported. While I know how to change the templates to generate
> different replies for different queues, I don't know how to set RT up
> when a customer replies as by all accounts this uses $rtname.
>
> When I change the wording of the default auto reply template from
>
> Please include the string:
>
>          [{$rtname} #{$Ticket->id}]
>
>
> to
>
> Please include the string:
>
>          myname.com.au [ #{$Ticket->id}]
>
>
> The generated message meets our requirements, but when someone replies
> to the message a new ticket is generated. I know why this happens, but
> would like a to find a way around this if possible.
>
>
>
> Thanks,
>
> Leo
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>