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<div class="moz-cite-prefix">So the subject tag had an extra space
in it which must be removed by something somewhere or by certain
clients of something.<br>
<br>
Either way it is now only configured to have 1 and it seems to
work now.<br>
<br>
Thanks for the help.<br>
<br>
Mark<br>
<br>
<br>
On 7/3/2014 12:01 AM, Alex Peters wrote:<br>
</div>
<blockquote
cite="mid:CAFdkmpudPLHmXo6S5CJ+jkWo_Q4Aanu+a=QuYU-rXKGs=5Hh7g@mail.gmail.com"
type="cite">
<div dir="ltr">As far as I know, that is acceptable as long as the
Subject Tag value for the queue explicitly includes the $rtname
value within it.
<div><br>
</div>
<div>Your example Subject string of "<span
style="font-family:arial,sans-serif;font-size:12.800000190734863px">[Networking </span><a
moz-do-not-send="true" href="http://cg.xxx.edu">cg.xxx.edu</a><span
style="font-family:arial,sans-serif;font-size:12.800000190734863px"> #1091]"
should be acceptable if the Subject Tag value for one of
your queues is precisely "</span><span
style="font-size:12.800000190734863px;font-family:arial,sans-serif">Networking </span><a
moz-do-not-send="true" href="http://cg.xxx.edu">cg.xxx.edu</a>".</div>
<div><br>
</div>
<div>For debugging purposes, you can also simply use "[$rtname
#1091]" (replacing "$rtname" with the actual $rtname value) to
rule out the queue's Subject Tag value as the problem. That
is, if your $rtname is "<a moz-do-not-send="true"
href="http://cg.xxx.edu">cg.xxx.edu</a>", consider sending a
test mail with Subject "[<a moz-do-not-send="true"
href="http://cg.edu.au">cg.edu.au</a> #1091]" to rule out
queue-specific Subject Tag problems.</div>
<div><br>
</div>
<div>If you're still having no luck, consider posting RT's debug
log when it accepts the mail for processing.</div>
</div>
<div class="gmail_extra"><br>
<br>
<div class="gmail_quote">On 3 July 2014 13:56, 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>Sorry CG tag would be what we use to describe the
queue and <a moz-do-not-send="true"
href="http://cg.xxx.edu" target="_blank">cg.xxx.edu</a>
as the rtname. For instance the Networking queue would
look like <br>
<br>
[Networking <a moz-do-not-send="true"
href="http://cg.xxx.edu" target="_blank">cg.xxx.edu</a>
#1091]<br>
<br>
So in the subject tag field for the queue configuration
we have "Networking <a moz-do-not-send="true"
href="http://cg.xxx.edu" target="_blank">cg.xxx.edu</a>"<br>
<br>
Is this not allowed? or would the space between
Networking and <a moz-do-not-send="true"
href="http://cg.xxx.edu" target="_blank">cg.xxx.edu</a>
cause issues?<span class="HOEnZb"><font color="#888888"><br>
<br>
Mark</font></span>
<div>
<div class="h5"><br>
<br>
<br>
<br>
On 7/2/2014 11:34 PM, Alex Peters wrote:<br>
</div>
</div>
</div>
<div>
<div class="h5">
<blockquote 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> <br>
<br>
<br>
<br>
On 7/2/2014 11:23 PM, Alex Peters
wrote:<br>
</div>
</div>
</div>
<div>
<div>
<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>
</div>
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</div>
</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>
</div>
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