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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Hi Kevin,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Go to Tools -> Configuration -> Queues -> (whichever queue you want)<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Enter some text in the “Subject Tag” field. This will be what is required to be in the brackets for this queue. Do the same for your other queues; each can
have its own custom subject tag.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Hope that helps,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></b></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Keith Twombley<o:p></o:p></span></b></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Calibri","sans-serif";color:#1F497D">CISSP, GCIA<o:p></o:p></span></b></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Security Operations & Engineering Analyst<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">515-468-3385<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">From:</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif""> rtir-bounces@lists.bestpractical.com [mailto:rtir-bounces@lists.bestpractical.com]
<b>On Behalf Of </b>Kevin Holleran<br>
<b>Sent:</b> Tuesday, April 02, 2013 1:53 PM<br>
<b>To:</b> rtir@lists.bestpractical.com<br>
<b>Subject:</b> Re: [Rtir] Almost implemented... emails creating new everything though!<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">On Tue, Apr 2, 2013 at 2:21 PM, Kevin Holleran <<a href="mailto:holleran.kevin@gmail.com" target="_blank">holleran.kevin@gmail.com</a>> wrote:<o:p></o:p></p>
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<p class="MsoNormal">Good afternoon,<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">I ALMOST have RT/IR implemented...<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">I email in, it passes to the rt-mail script, and places it appropriately in the correct queue. However, it is creating a new instance of everything. For instance, if I email in with the incident # in the subject line, it creates a new
block with that incident number. I have tried it with a proper incident number the Block should be linked to, and the # of a previously created block. Instead, it just creates a new block.<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">Am I misunderstanding the functionality? <o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">Thank you for your continued help.<o:p></o:p></p>
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<p class="MsoNormal"><span style="color:#888888"><br clear="all">
<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="color:#888888">Kevin<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">OK, I see the issue. The email needs to have [SERVERNAME #10] or whatever number in it. Can I change that so it isn't SERVERNAME? I'd rather have the word Incident instead.... <o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">Thanks for your help.<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">Kevin<o:p></o:p></p>
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