[rt-users] R: R: RT Queue Subject Tag problem

[Jesse Vincent]

Can you please test on 3.8.3?

On Wed, Jun 03, 2009 at 10:30:27AM +0200, Guadagnino Cristiano wrote:
> Hi Jesse!
> First of all, thank you for your response.
> 
> Unfortunately, it seems it is not working.
> On a test system (RT 3.8.2) we have two "incoming" queues: DBA and SCHEDU. I have set the subject tag for the DBA queue as "DBA", while the subject tag for the SCHEDU queue is "SCHD".
> 
> In the RT_SiteConfig i have:
> 
> Set($rtname , "SCHEDULAZIONE");
> Set($ExtractSubjectTagMatch, qr/\[(?:DBA|SCHD) #\d+\]/);
> 
> I have restarted apache, then I created a test ticket in both queues (using the "quick ticket creation" panel). BOTH of these ticket came out as having [SCHEDULAZIONE #nnnn] in the subject of the email, i.e. they both have the $rtname instead of the intended subject tag.
> 
> We are running 3.8.2 both in production and in test. Is this a show-stopper? Should we upgrade to 3.8.3 to have the functionality? Or am I misunderstanding the intended behaviour of the subject tag setting?
> 
> Thank you in advance!
> 
> Bye
> Cris
> 
> 
> 
> -----Messaggio originale-----
> Da: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Inviato: venerdì 29 maggio 2009 22.59
> A: Guadagnino Cristiano
> Cc: rt-users at lists.bestpractical.com; jeremy at umbc.edu
> Oggetto: Re: [rt-users] R: RT Queue Subject Tag problem
> 
> 
> 
> 
> On Fri, May 29, 2009 at 12:22:15PM +0200, Guadagnino Cristiano wrote:
> > Hi all,
> > I am having the same problem as Jeremy here. Nobody replied since january... can somebody help please?
> > 
> > We just added some queues to out RT installation; these queues are to be used by an entirely new set of users, and we need then to have a different subject tag.
> > 
> > If I understand correctly, the default subject tag is taken by the $rtname variable. So I changed the "subject tag" field in the queues, which was previously unset. RT tells me it has saved the value, but if I reenter the queue configuration panel I see mixed results: sometimes I see "subject tag" field empty, and sometimes I see it populated with what I have set.
> > The behaviour also seems to be unconsistent: sometimes it uses the subject tag I have set, sometimes (90% of times) it uses the $rtname.
> > 
> > I have looked at the database (MySQL here), and I also see that the only place where the value is apparently stored is in the "attributes" table.
> > 
> > Is this a known bug?
> > 
> 
> It's an interaction with the  ExtractSubjectTag scrip.  I believe that
> if you add all your subject tags to ExtractSubjectTagMatch in
> RT_SiteConfig, that will take care of it. I also _Thought_ this was
> sorted out for 3.8.3, but someone who actually had code in the release
> can likely correct me on that ;)
> 

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