[rt-users] Matching exclusively on Ticket #

Ruslan Zakirov ruz at bestpractical.com
Mon Dec 10 16:19:45 EST 2012

On Mon, Dec 10, 2012 at 10:23 PM, Samuel Leslie <samuel.l at impos.com.au> wrote:
> Hi everyone,
> Is it possible to match incoming email to RT exclusively on ticket number?
> Right now we have subject tags in the form of [domain.com.au #1234] and the
> "domain.com.au" portion needs to be present for RT to correctly file the
> email under the associated ticket. Ideally, we'd like to be able to have
> emails routed to the correct ticket based purely on the unique ID of the
> ticket without any dependence on the $rtname setting.
> I thought this might be possible via setting per queue Subject Tags but now
> I'm less sure, and this would be a global setting so configuring it per
> queue isn't ideal. Of course, we'd also want to do it in a way that doesn't
> break any emails incoming using the "old form" if possible. We're running RT
> 4.0.8 if this helps.

Not sure what's your goal is. It's not clear from your email.

In case you want to change $rtname then there is option in config that
allows you to setup regexp for subject tag. Using this option you can
match new value and old value.

> Thanks for any advice!
> Kind regards,
> Samuel Leslie
> --------
> We're hiring! http://bestpractical.com/jobs

Best regards, Ruslan.

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