[rt-users] rt-mailgate changing subject

[Kevin Falcone]

On Mar 27, 2009, at 2:46 PM, Jon Baker wrote:

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

This is the bug that I fixed

-kevin

>
>
> 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!
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