[rt-users] Customizing [{$rtname} #{$Ticket->id}] matching of the ticket_id in incoming correspondence

Peter Buschman plblists at iotk.com
Sat Jun 23 15:55:48 EDT 2007

I'm hoping this is reasonably simple but don't want to break something ;-)

Basically, I want to change the string that rt-mailgate uses to match 
the ticket_id on an incoming email. I found where this string can be 
changed in the default autoresponse templates but am not clear on how 
to change this for incoming messages.

Basically, instead of the user writing:

"What is the status of [{$rtname} #{$Ticket->id}] ???"

I want to accept:

"What is the status of TT{$Ticket->id} ???"

The RT instance will be dedicated so $rtname can always be assumed to 
be the same.

Thanks for any pointers on this :-)

Kindest regards,

Peter Buschman

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