[rt-users] Subject in Template options

[Kevin Falcone]

On Thu, Mar 01, 2012 at 04:42:57PM -0500, Joe Kirby wrote:
>    UMBC has a need to have the subject of an email option only the ticket id and subject of the
>    ticket.

Unfortunately, RT really needs the full subject tag 
[$rtname_or_queuetag #ticketid]

>    The Subject: seems to be required for templates to work and that seems to always place Ticket
>    id & Queue name and our group does not want to see the queue

You don't need to have a Subject line in your Templates, but RT will
add the subject tag in regardless of what you do in the Template (it
parses outgoing mail).

What's the real requirement here?

Without the rtname in the subject tag, RT can't differentiate between
tickets from your RT and tickets from our RTs.

-kevin
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