[rt-users] Weird Behavior

[Alex Peters]

I'm not sure what "the CGTag" means but if the subject tag on the queue is
exactly the same as the $rtname, you can leave the subject tag blank (it
will default to $rtname).

Basically the only thing between those square brackets in the Subject line
of the email should be the $rtname or a queue's subject tag, followed by a
space, a hash and a ticket number.

If that's the case and it's still not working, RT debug logs might come in
handy.


On 3 July 2014 13:30, Mark Campbell <mcc171 at psu.edu> wrote:

>  So the $rtname is cg.xxx.edu
>
> The subject tag on the queue is configured as the CGTag cg.xxx.edu
>
> Should it simply be the rtname?
>
>
>
>
> On 7/2/2014 11:23 PM, Alex Peters wrote:
>
> In "Subject: [xxxxx xx.xxx.edu #1091]", does "xxxxx xx.xxx.edu" precisely
> match either of your $rtname config value or a queue's "Subject Tag"
> setting?  The fact that there's a space in there suggests that it might not.
>
>
> On 3 July 2014 13:19, Mark Campbell <mcc171 at psu.edu> wrote:
>
>>
>> So for testing I ran the following
>>
>>
>> cat |/usr/sbin/rt-mailgate --queue xxxxxxx --action correspond --url
>> https://xxxxxxx.xx.xxx.edu/rt --debug
>>
>>
>>
>>
>> Then pasted the following in
>>
>> Delivered-To: xxxxx at xx.xxx.edu
>> Subject: [xxxxx xx.xxx.edu #1091]
>> To: xxxxx at xx.xxx.edu
>> From: Xxxx Xxxxxxxx <xxxx at xxx.edu>
>> Return-Path:    <xxxx at xxx.edu>
>>
>>
>> testing
>>
>>
>> And this created a new ticket #1111
>>
>> I thought all this had to do was match what was in the subject brackets
>> and the ticket number and it would add it.  What am I missing here?
>>
>>
>>
>>
>>
>> On 7/2/2014 4:08 PM, Mark Campbell wrote:
>>
>>> So I have an instance of RT installed, and thing seem to work fine.
>>> Except users with a MAC that are using the Alpine client seem to not be
>>> able to properly reply to a ticket.  They can create new tickets jsut fine,
>>> but when attempting to respond to a ticket, every response creates a new
>>> ticket.
>>>
>>> Any ideas on why that might happen?
>>>
>>> Thanks
>>>
>>> Mark
>>>
>>>
>> --
>> RT Training - Boston, September 9-10
>> http://bestpractical.com/training
>>
>
>
>
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
>
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