[rt-users] Re: Subject-Tag per Queue?

[seph]

>> Generally, these tags are opaque globally unique identifiers for your 
>> tickets, not something humans need to make any sense of.
>
> I see that this is how RT uses the subject line, but I think that this
> is a broken implementation of this concept.

I'll agree it's a little ugly, but I don't find it broken. It's also
pretty standard in ticketing systems.

> My thoughts are that opaque things should not be seen by humans.  The
> subject line is certainly displayed by every mail tool that I have ever
> seen.
>
> I think a better implementation of "not-for-human-consumption" data
> might have been to use X-RT-* headers liberally.

This completely misses the point. When RT sends a user a message, the
user responds. The user's response must include some key that lets RT
know what ticket they're taking about. The only thing preserved by the
user's MUA is the subject. (I guess rt could have gone with a key in
the sender, but there are just as many reasons not to do that)

seph