[rt-users] R: R: RT Queue Subject Tag problem

[Guadagnino Cristiano]

Hi Jesse!
First of all, thank you for your response.

Unfortunately, it seems it is not working.
On a test system (RT 3.8.2) we have two "incoming" queues: DBA and SCHEDU. I have set the subject tag for the DBA queue as "DBA", while the subject tag for the SCHEDU queue is "SCHD".

In the RT_SiteConfig i have:

Set($rtname , "SCHEDULAZIONE");
Set($ExtractSubjectTagMatch, qr/\[(?:DBA|SCHD) #\d+\]/);

I have restarted apache, then I created a test ticket in both queues (using the "quick ticket creation" panel). BOTH of these ticket came out as having [SCHEDULAZIONE #nnnn] in the subject of the email, i.e. they both have the $rtname instead of the intended subject tag.

We are running 3.8.2 both in production and in test. Is this a show-stopper? Should we upgrade to 3.8.3 to have the functionality? Or am I misunderstanding the intended behaviour of the subject tag setting?

Thank you in advance!

Bye
Cris



-----Messaggio originale-----
Da: Jesse Vincent [mailto:jesse at bestpractical.com] 
Inviato: venerdì 29 maggio 2009 22.59
A: Guadagnino Cristiano
Cc: rt-users at lists.bestpractical.com; jeremy at umbc.edu
Oggetto: Re: [rt-users] R: RT Queue Subject Tag problem




On Fri, May 29, 2009 at 12:22:15PM +0200, Guadagnino Cristiano wrote:
> Hi all,
> I am having the same problem as Jeremy here. Nobody replied since january... can somebody help please?
> 
> We just added some queues to out RT installation; these queues are to be used by an entirely new set of users, and we need then to have a different subject tag.
> 
> If I understand correctly, the default subject tag is taken by the $rtname variable. So I changed the "subject tag" field in the queues, which was previously unset. RT tells me it has saved the value, but if I reenter the queue configuration panel I see mixed results: sometimes I see "subject tag" field empty, and sometimes I see it populated with what I have set.
> The behaviour also seems to be unconsistent: sometimes it uses the subject tag I have set, sometimes (90% of times) it uses the $rtname.
> 
> I have looked at the database (MySQL here), and I also see that the only place where the value is apparently stored is in the "attributes" table.
> 
> Is this a known bug?
> 

It's an interaction with the  ExtractSubjectTag scrip.  I believe that
if you add all your subject tags to ExtractSubjectTagMatch in
RT_SiteConfig, that will take care of it. I also _Thought_ this was
sorted out for 3.8.3, but someone who actually had code in the release
can likely correct me on that ;)