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    <div class="moz-cite-prefix">Sorry CG tag would be what we use to
      describe the queue and cg.xxx.edu as the rtname.  For instance the
      Networking queue would look like <br>
      <br>
      [Networking cg.xxx.edu #1091]<br>
      <br>
      So in the subject tag field for the queue configuration we have
      "Networking cg.xxx.edu"<br>
      <br>
      Is this not allowed? or would the space between Networking and
      cg.xxx.edu cause issues?<br>
      <br>
      Mark<br>
      <br>
      <br>
      <br>
      On 7/2/2014 11:34 PM, Alex Peters wrote:<br>
    </div>
    <blockquote
cite="mid:CAFdkmpufmu-sojDQZk3DVa1wQAYt4_=FeUKg5W8jzKpPJy4ncg@mail.gmail.com"
      type="cite">
      <div dir="ltr">I'm not sure what "the CGTag" means but if the
        subject tag on the queue is exactly the same as the $rtname, you
        can leave the subject tag blank (it will default to $rtname).
        <div><br>
        </div>
        <div>
          Basically the only thing between those square brackets in the
          Subject line of the email should be the $rtname or a queue's
          subject tag, followed by a space, a hash and a ticket number.</div>
        <div><br>
        </div>
        <div>If that's the case and it's still not working, RT debug
          logs might come in handy.</div>
      </div>
      <div class="gmail_extra"><br>
        <br>
        <div class="gmail_quote">On 3 July 2014 13:30, Mark Campbell <span
            dir="ltr"><<a moz-do-not-send="true"
              href="mailto:mcc171@psu.edu" target="_blank">mcc171@psu.edu</a>></span>
          wrote:<br>
          <blockquote class="gmail_quote" style="margin:0 0 0
            .8ex;border-left:1px #ccc solid;padding-left:1ex">
            <div bgcolor="#FFFFFF" text="#000000">
              <div>So the $rtname is <a moz-do-not-send="true"
                  href="http://cg.xxx.edu" target="_blank">cg.xxx.edu</a><br>
                <br>
                The subject tag on the queue is configured as the CGTag
                <a moz-do-not-send="true" href="http://cg.xxx.edu"
                  target="_blank">cg.xxx.edu</a><br>
                <br>
                Should it simply be the rtname? <br>
                <div>
                  <div class="h5"> <br>
                    <br>
                    <br>
                    <br>
                    On 7/2/2014 11:23 PM, Alex Peters wrote:<br>
                  </div>
                </div>
              </div>
              <div>
                <div class="h5">
                  <blockquote type="cite">
                    <div dir="ltr">In "<span
                        style="font-family:arial,sans-serif;font-size:12.800000190734863px">Subject:

                        [xxxxx </span><a moz-do-not-send="true"
                        href="http://xx.xxx.edu" target="_blank">xx.xxx.edu</a><span
style="font-family:arial,sans-serif;font-size:12.800000190734863px"> #1091]",

                        does "</span><span
                        style="font-family:arial,sans-serif;font-size:12.800000190734863px">xxxxx </span><a
                        moz-do-not-send="true" href="http://xx.xxx.edu"
                        target="_blank">xx.xxx.edu</a><span
                        style="font-family:arial,sans-serif;font-size:12.800000190734863px">"
                        precisely match either of your $rtname config
                        value or a queue's "Subject Tag" setting?  The
                        fact that there's a space in there suggests that
                        it might not.</span></div>
                    <div class="gmail_extra"><br>
                      <br>
                      <div class="gmail_quote">On 3 July 2014 13:19,
                        Mark Campbell <span dir="ltr"><<a
                            moz-do-not-send="true"
                            href="mailto:mcc171@psu.edu" target="_blank">mcc171@psu.edu</a>></span>
                        wrote:<br>
                        <blockquote class="gmail_quote" style="margin:0
                          0 0 .8ex;border-left:1px #ccc
                          solid;padding-left:1ex"> <br>
                          So for testing I ran the following<br>
                          <br>
                          <br>
                          cat |/usr/sbin/rt-mailgate --queue xxxxxxx
                          --action correspond --url <a
                            moz-do-not-send="true"
                            href="https://xxxxxxx.xx.xxx.edu/rt"
                            target="_blank">https://xxxxxxx.xx.xxx.edu/rt</a>
                          --debug<br>
                          <br>
                          <br>
                          <br>
                          <br>
                          Then pasted the following in<br>
                          <br>
                          Delivered-To: <a moz-do-not-send="true"
                            href="mailto:xxxxx@xx.xxx.edu"
                            target="_blank">xxxxx@xx.xxx.edu</a><br>
                          Subject: [xxxxx <a moz-do-not-send="true"
                            href="http://xx.xxx.edu" target="_blank">xx.xxx.edu</a>
                          #1091]<br>
                          To: <a moz-do-not-send="true"
                            href="mailto:xxxxx@xx.xxx.edu"
                            target="_blank">xxxxx@xx.xxx.edu</a><br>
                          From: Xxxx Xxxxxxxx <<a
                            moz-do-not-send="true"
                            href="mailto:xxxx@xxx.edu" target="_blank">xxxx@xxx.edu</a>><br>
                          Return-Path:    <<a moz-do-not-send="true"
                            href="mailto:xxxx@xxx.edu" target="_blank">xxxx@xxx.edu</a>><br>
                          <br>
                          <br>
                          testing<br>
                          <br>
                          <br>
                          And this created a new ticket #1111<br>
                          <br>
                          I thought all this had to do was match what
                          was in the subject brackets and the ticket
                          number and it would add it.  What am I missing
                          here?
                          <div>
                            <div><br>
                              <br>
                              <br>
                              <br>
                              <br>
                              On 7/2/2014 4:08 PM, Mark Campbell wrote:<br>
                              <blockquote class="gmail_quote"
                                style="margin:0 0 0 .8ex;border-left:1px
                                #ccc solid;padding-left:1ex"> So I have
                                an instance of RT installed, and thing
                                seem to work fine. Except users with a
                                MAC that are using the Alpine client
                                seem to not be able to properly reply to
                                a ticket.  They can create new tickets
                                jsut fine, but when attempting to
                                respond to a ticket, every response
                                creates a new ticket.<br>
                                <br>
                                Any ideas on why that might happen?<br>
                                <br>
                                Thanks<br>
                                <br>
                                Mark<br>
                                <br>
                              </blockquote>
                              <br>
                              -- <br>
                              RT Training - Boston, September 9-10<br>
                              <a moz-do-not-send="true"
                                href="http://bestpractical.com/training"
                                target="_blank">http://bestpractical.com/training</a><br>
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                  </blockquote>
                  <br>
                </div>
              </div>
            </div>
            <br>
            --<br>
            RT Training - Boston, September 9-10<br>
            <a moz-do-not-send="true"
              href="http://bestpractical.com/training" target="_blank">http://bestpractical.com/training</a><br>
          </blockquote>
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