<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 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 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 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 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 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 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 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 href="mailto:xxxxx@xx.xxx.edu" target="_blank">xxxxx@xx.xxx.edu</a><br>
            Subject: [xxxxx <a href="http://xx.xxx.edu" target="_blank">xx.xxx.edu</a>
            #1091]<br>
            To: <a href="mailto:xxxxx@xx.xxx.edu" target="_blank">xxxxx@xx.xxx.edu</a><br>
            From: Xxxx Xxxxxxxx <<a href="mailto:xxxx@xxx.edu" target="_blank">xxxx@xxx.edu</a>><br>
            Return-Path:    <<a 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 href="http://bestpractical.com/training" target="_blank">http://bestpractical.com/training</a><br>
              </div>
            </div>
          </blockquote>
        </div>
        <br>
      </div>
    </blockquote>
    <br>
  </div></div></div>

<br>--<br>
RT Training - Boston, September 9-10<br>
<a href="http://bestpractical.com/training" target="_blank">http://bestpractical.com/training</a><br></blockquote></div><br></div>