[rt-users] Weird Behavior

[Alex Peters]

As far as I know, that is acceptable as long as the Subject Tag value for
the queue explicitly includes the $rtname value within it.

Your example Subject string of "[Networking cg.xxx.edu #1091]" should be
acceptable if the Subject Tag value for one of your queues is precisely "
Networking cg.xxx.edu".

For debugging purposes, you can also simply use "[$rtname #1091]"
(replacing "$rtname" with the actual $rtname value) to rule out the queue's
Subject Tag value as the problem.  That is, if your $rtname is "cg.xxx.edu",
consider sending a test mail with Subject "[cg.edu.au #1091]" to rule out
queue-specific Subject Tag problems.

If you're still having no luck, consider posting RT's debug log when it
accepts the mail for processing.


On 3 July 2014 13:56, Mark Campbell <mcc171 at psu.edu> wrote:

>  Sorry CG tag would be what we use to describe the queue and cg.xxx.edu
> as the rtname.  For instance the Networking queue would look like
>
> [Networking cg.xxx.edu #1091]
>
> So in the subject tag field for the queue configuration we have
> "Networking cg.xxx.edu"
>
> Is this not allowed? or would the space between Networking and cg.xxx.edu
> cause issues?
>
> Mark
>
>
>
>
> On 7/2/2014 11:34 PM, Alex Peters wrote:
>
> 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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