[rt-users] Changing Queue reference in emails

[Kevin Freels]

Thanks to everyone who answered my question.

However, I think I did not pose my question the right way. Mea culpa.

What I need is a way to separate tickets with the queue name, as well.
When a user submits the ticket, it generates the ticket with the $rtname
as the ticket prefix, as in "[HELPDESK #24]" instead of the queue name
referenced by {$Ticket->QueueObj->Name}. When the user gets the
autoreply, the subject must contain the $rtname in the subject or else
another ticket is generated when the user replies instead of the reply
being put into the original ticket.

I would like to gen the ticket with the queue name as the ticket ID, not
$rtname.

Is there anyway to do this short of running multiple instances of RT?

Thanks again!!!

....k
-=-=-=-  

> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Monday, July 14, 2008 3:55 PM
> To: Kevin Freels
> Cc: rt Users
> Subject: Re: [rt-users] Changing Queue reference in emails
> 
> Kevin,
> 
> 
> 	We have just one template for when a ticket is created 
> and we put the following into it:
> 
> Queue  : {$Ticket->QueueObj->Name}
> 
> 	That line could be put into ANY template and it would 
> show what queue the reply came from. Hope this helps.
> 
> 
> Kenn
> LBNL
> 
> On 7/14/2008 3:20 PM, Kevin Freels wrote:
> > Greetings!
> > 
> > I would like the response emails (comment, reply) to 
> reflect the queue
> > that they're generated from, not the RT instance. We have multiple
> > queues, and I think it will get confusing to have the 
> messages say "I.T.
> > Support" when the ticket generated is actually from the Engineering
> > queue.
> > 
> > How is this done? Do I need to create a whole new series of 
> templates
> > for each queue?
> > 
> > Thanks, as always!!!!
> > 
> > ....k 
> > -=-=-=- 
> > Kevin Freels
> > Director of Information Technology
> > Sendmail, Inc.
> > kfreels at sendmail.com  510/594.5572
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> 
>