[rt-users] 3.4.4 --> 4.0.4 and subject tag

Kevin Falcone falcone at bestpractical.com
Mon Jan 30 15:22:40 EST 2012

On Mon, Jan 30, 2012 at 03:07:36PM -0500, Jeff Blaine wrote:
> Right now, with $rtname set to "ATCC" and a test
> queue configured to have its own subject tag ("DEMO"),
> our autoreply is showing signs of split-personality
> disorder:
> ==============================================================
> Subject: [DEMO #35372] my X is broken
> ...
> There is no need to reply to this message right now.  Your
> ticket has been assigned an ID of [ATCC #35372].
> Please include the string:
>          [ATCC #35372]
> in the subject line of all future correspondence about this
> issue. To do so, you may reply to this message.
> ...
> ==============================================================
> Is this because, perhaps, our old 3.4.4 template was brought
> into RT 4.0.4 when we upgraded, and it uses $rtname and not
> something new to reflect the subject tag?  If so, what is
> that?

You'll want to review your Templates and compare them to the version
in etc/initialdata.  In your case, I bet you have $rtname rather than
$Ticket->SubjectTag but you can find the exact syntax in initialdata
by searching for Autoreply.

This is actually covered in docs/UPGRADING-3.8 in the
UPGRADING FROM 3.7.81 and earlier - Changes:
section with further documentation in docs/UPGRADING-4.0

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