[rt-users] How do I change the ticket ID?

[Joby Walker]

Just off the top of my head this is possible, but will require some 
testing.  One of our departments requested this, but I strongly 
recommended against it because of the administrative overhead.  But if 
this is a small install, it could be worth while.

There are two issues you need to address:

1) RT uses the $rtname on incoming email to determine if it has already 
been installed a ticket id for your installation.  There is a config 
setting, where you can set alternate names (was put in place to allow 
you to change names and not break communication on old emails).  So this 
part should be pretty easy.

2) Second -- you need to make sure that your queues send out the right 
name.  This should be possible through manipulating the Subject in a 
Template (there is plenty on Templates in the wiki).

jbw

Tracy Phillips wrote:
> Hi,
> 
> I asked this earlier but I thought I would give it another go.
> 
> How do I change the Ticket ID from using $rtname to use the name of the
> queue that the ticket was submitted to?
> 
> I want to keep my RT fairly anonymous because I want support two
> different companies with it and I think that would cut down on
> confusion/explanations.
> 
> Thanks!
> 
> Tracy
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