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

[Guadagnino Cristiano]

Jesse,
after Jeremy's last email I upgraded our test system to 3.8.3, and the feature is now working perfectly. The web configuration UI sometimes still fails to show the subject tag, though.

Thank you for your help!

Bye
Cris

-----Messaggio originale-----
Da: Jesse Vincent [mailto:jesse at bestpractical.com] 
Inviato: mercoledì 3 giugno 2009 15.44
A: Guadagnino Cristiano
Cc: Jesse Vincent; rt-users at lists.bestpractical.com; jeremy at umbc.edu
Oggetto: Re: R: [rt-users] R: RT Queue Subject Tag problem



Can you please test on 3.8.3?

On Wed, Jun 03, 2009 at 10:30:27AM +0200, Guadagnino Cristiano wrote:
> 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 ;)
> 

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