[rt-users] rt-mailgate changing subject

[Jon Baker]

On Mar 27, 2009, at 6:04 AM, rt-users-request at lists.bestpractical.com  
wrote:

>> I just started using custom subject tags with my RT and now my rt-
>> mailgate is changing the subject to strange things, putting the  
>> ticket
>> tag into the subject.  Is there a setting to prevent the subject from
>> being changed by rt-mailgate?
>
> This sounds like a bug I fixed in trunk with the ExtractSubjectTag
> action, but you didn't provide a lot of information to go on.
>
> -kevin

This response is for kevin to give more detail on what exactly happened.

I created a new queue, setting the custom subject tag, "Alert."  So  
now the outgoing e-mails would say [Alert #500] instead of [mysite.com  
#500].

When someone replied to the e-mail, their subject of their e-mail was  
"Re: [Alert #500] Ticket Name"

Immediately after their transaction in the ticket + the outgoing e- 
mails, there is the following transaction:

RT_System - Subject changed from 'Ticket Name' to 'Ticket Name [Alert  
#500]'

All the users corresponding to this ticket did so via e-mail, so they  
all continued to get the previous subject name, I did not see what  
would the e-mail subject would have been had someone replied in the  
html ticket and then replied to that e-mail.  But no more subject  
changes occurred (except when I changed the subject back, the next  
incoming e-mail put the tag at the end again)

Changing the $EmailSubjectTagRegex does appear to have fixed the  
error; however, I think this should not be necessary to keep the  
intuitive nature of setting up the queues.

Thanks for your help!