[rt-users] How to change the subject tag of a queue while allowing the use of the old subject tag as well?

[Thomas Sibley]

On 11/02/2012 05:07 PM, Mátyás Selmeci wrote:
> I would like to change the subject tag of a queue without causing issues
> for users that are still using the old subject tag.
> 
> For example, if I change the subject tag of QUEUE from OLD to NEW, then
> new messages would be sent out with a subject like: "[NEW #2468] Foo".
> However, users responding to tickets made before the rename would reply
> with a subject like "[OLD #1234] Foo". I would still like the
> correspondence to go to ticket #1234. But what currently happens is that
> RT does not recognize the subject and creates a new ticket instead.
> 
> I have searched the archives and Google, but haven't found a clear
> answer. How can I do this? I am using RT 3.8.8.

You'll need to adjust the $EmailSubjectTagRegex option to match the OLD queue subject tag, as well as the default (your $rtname).

http://bestpractical.com/rt/docs/latest/RT_Config.html#EmailSubjectTagRegex