[rt-users] rtname ticket tags

[justin m. clayton]

As I said previously, this is not, in fact, the case.

New ticket comes in from user via email. Autoreply uses new tag, and tells
user to use new tag. correspondence from user via email to rt using new
tag is correctly parsed into ticket. further correspondence from rt to
user uses *OLD* tag. email sent through OnResolve scrip uses *OLD* tag.

Again: this is all in a *NEW* ticket. This is not the same failure mode
that you're describing.

-- 
Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl at u.washington.edu
206/543.2523  EE/CSE 307F

On Tue, 19 Feb 2002, Bruce Campbell wrote:

> Date: Tue, 19 Feb 2002 23:30:18 +0100 (CET)
> From: Bruce Campbell <bruce_campbell at ripe.net>
> To: justin m. clayton <justincl at u.washington.edu>
> Cc: RT Users Mailing List <rt-users at lists.fsck.com>
> Subject: Re: [rt-users] rtname ticket tags
>
> On Tue, 19 Feb 2002, justin m. clayton wrote:
>
> > RT is still sending out the old tagline in things like the resolve
> > template. the it looks like the correct tagline is being accepted,
> > because using the old one generates a new tickets. the autoreply template
> > seems to reply with the correct tagline.
>
> I suspect that you'll find that RT is doing:
>
> 	Sending replies to Old tickets:
> 		old tag ([ee.washington.edu #1234]) + new tag ([UW/EEetc #12345])
> 	New tickets coming in:
> 		using new tag only.
> 	Old tickets coming in:
> 		old tag not recognised, new tag added and new ticket
> 		number assigned.
>
> For what you've done, the behaviour is what is expected, hence all the big
> scary warnings about 'Do Not Change $rtname.  Do not feed RT after
> midnight'.
>
> Regards,
>
>