[rt-users] rtname ticket tags

justin m. clayton justincl at u.washington.edu
Wed Feb 20 14:06:51 EST 2002

On Wed, 20 Feb 2002, Bruce Campbell wrote:

> Date: Wed, 20 Feb 2002 11:30:58 +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:
> > 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.
> Check the template that the OnResolve scrip (I suspect its an
> OnCorrespond) is using.  From the sounds of it, you have the actual text
> of the old $rtname typed into the template.

No. Email from RT to a user is attaching the old tag to the subject
lines of the emails it sends out. All templates are correct, I assume
because $rtname is yanked out of config.pm on the fly. What I believe
has happened is that $rtname gets stored somewhere in the db and then
the email subject line actually references the db entry rather than

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

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