[rt-users] rtname ticket tags

[justin m. clayton]

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
config.pm.

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