[rt-users] Changing Queue reference in emails

[Jesse Vincent]

On Jul 15, 2008, at 5:01 PM, Kevin Freels wrote:

> 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.
>

Yep. Upgrade to RT 3.8. it's a built in feature.

> 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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>>
>>
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