<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:st1="urn:schemas-microsoft-com:office:smarttags" xmlns="http://www.w3.org/TR/REC-html40">
<head>
<META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=us-ascii">
<meta name=Generator content="Microsoft Word 11 (filtered medium)">
<!--[if !mso]>
<style>
v\:* {behavior:url(#default#VML);}
o\:* {behavior:url(#default#VML);}
w\:* {behavior:url(#default#VML);}
.shape {behavior:url(#default#VML);}
</style>
<![endif]--><o:SmartTagType
namespaceuri="urn:schemas-microsoft-com:office:smarttags" name="PlaceName"/>
<o:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags"
name="PlaceType"/>
<o:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags"
name="place"/>
<o:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags"
name="PersonName"/>
<!--[if !mso]>
<style>
st1\:*{behavior:url(#default#ieooui) }
</style>
<![endif]-->
<style>
<!--
/* Font Definitions */
@font-face
{font-family:Tahoma;
panose-1:2 11 6 4 3 5 4 4 2 4;}
@font-face
{font-family:Verdana;
panose-1:2 11 6 4 3 5 4 4 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:12.0pt;
font-family:"Times New Roman";}
a:link, span.MsoHyperlink
{color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{color:purple;
text-decoration:underline;}
p
{mso-margin-top-alt:auto;
margin-right:0in;
mso-margin-bottom-alt:auto;
margin-left:0in;
font-size:12.0pt;
font-family:"Times New Roman";}
span.EmailStyle18
{mso-style-type:personal-reply;
font-family:Arial;
color:navy;}
@page Section1
{size:8.5in 11.0in;
margin:1.0in 1.25in 1.0in 1.25in;}
div.Section1
{page:Section1;}
-->
</style>
</head>
<body lang=EN-US link=blue vlink=purple>
<div class=Section1>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Thanks !<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Went in and changed this….<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Is there a specific config that when an
agent adds a reply or comment and selects to send it to the requestor?<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>It’s not sending the comments or
repluies…<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<div>
<p class=MsoNormal style='margin-bottom:12.0pt'><font size=3 color=navy
face="Times New Roman"><span style='font-size:12.0pt;color:navy'><o:p> </o:p></span></font></p>
</div>
<table class=MsoNormalTable border=0 cellspacing=0 cellpadding=0>
<tr>
<td style='padding:0in 0in 0in 0in'>
<p class=MsoNormal><st1:PersonName w:st="on"><b><font size=2 color="#000033"
face=Verdana><span style='font-size:10.0pt;font-family:Verdana;color:#000033;
font-weight:bold'>Nelson Pereira</span></font></b></st1:PersonName><font
color=navy><span style='color:navy'> </span></font><font size=1
color="#000033" face=Verdana><span style='font-size:7.5pt;font-family:Verdana;
color:#000033'><br>
Senior Network Administrator <br>
<br>
Protus IP Solutions Inc. <br>
<a href="mailto:npereira@protus.com">npereira@protus.com</a> <br>
phone: 613.733.0000 ext.528 <br>
MyFax: 613.822.5083 <br>
<a href="http://www.myfax.com">www.myfax.com</a> <br>
<br>
Refer your friends and colleagues to MyFax! <br>
<a href="http://www.myfax.com/referral_program.asp" target="_blank">Click
here for more information.</a> </span></font><font color=navy><span
style='color:navy'><o:p></o:p></span></font></p>
</td>
<td style='padding:0in 0in 0in 0in'>
<p class=MsoNormal><font size=3 color=navy face="Times New Roman"><span
style='font-size:12.0pt;color:navy'><a href="http://www.myfax.com"><span
style='text-decoration:none'><img border=0 width=233 height=60
id="_x0000_i1026" src="cid:image001.gif@01C898B7.1EDD0EE0" alt=www.MyFax.com></span></a><o:p></o:p></span></font></p>
</td>
</tr>
</table>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<div>
<div class=MsoNormal align=center style='text-align:center'><font size=3
face="Times New Roman"><span style='font-size:12.0pt'>
<hr size=2 width="100%" align=center tabindex=-1>
</span></font></div>
<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'> Gene LeDuc
[mailto:gleduc@mail.sdsu.edu] <br>
<b><span style='font-weight:bold'>Sent:</span></b> Monday, April 07, 2008 1:38
PM<br>
<b><span style='font-weight:bold'>To:</span></b> <st1:PersonName w:st="on">Nelson
Pereira</st1:PersonName><br>
<b><span style='font-weight:bold'>Cc:</span></b>
rt-users@lists.bestpractical.com<br>
<b><span style='font-weight:bold'>Subject:</span></b> Re: [rt-users] Need RT to
fetchmail...</span></font><o:p></o:p></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>Hi Nelson,<br>
<br>
"example.com #2" is the ticket number. Your RT installation is
named 'example.com' and the ticket number is '2'. This number in the
subject line of any replies to RT will associate the message with ticket #2
instead of creating a new ticket.<br>
<br>
Regards,<br>
Gene<br>
<br>
At 10:24 AM 4/7/2008, <st1:PersonName w:st="on">Nelson Pereira</st1:PersonName>
wrote:<br>
<br>
<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>When the requester receives the response
back on a –action correspond, with a subject line of [example.com #2]
AutoReply: testing111 and they get this message:<br>
What stipulates the formatting of the subject line? I would like it to be
a ticket number not example.com #2….<br>
<br>
<br>
</span></font><font size=2 face="Courier New"><span style='font-size:10.0pt;
font-family:"Courier New"'>Greetings,<br>
<br>
This message has been automatically generated in response to the creation of a
trouble ticket regarding:<br>
"testing111",<br>
a summary of which appears below.<br>
<br>
There is no need to reply to this message right now. Your ticket has been
assigned an ID of [example.com #2].<br>
<br>
Please include the string:<br>
<br>
[example.com #2]<br>
<br>
in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.<br>
<br>
Thank you,<br>
otrs@protus.org<br>
</span></font><font size=2 color=navy face=Arial><span style='font-size:10.0pt;
font-family:Arial;color:navy'> </span></font> <o:p></o:p></p>
<p></x-sigsep><font size=3 face="Times New Roman"><span style='font-size:12.0pt'><br>
<x-sigsep>-- <br>
Gene LeDuc, GSEC<br>
Security Analyst<br>
<st1:place w:st="on"><st1:PlaceName w:st="on">San Diego</st1:PlaceName> <st1:PlaceType
w:st="on">State</st1:PlaceType> <st1:PlaceType w:st="on">University</st1:PlaceType></st1:place><o:p></o:p></span></font></p>
</div>
</body>
</html>