[rt-users] Weird Behavior

[Mark Campbell]

So the subject tag had an extra space in it which must be removed by 
something somewhere or by certain clients of something.

Either way it is now only configured to have 1 and it seems to work now.

Thanks for the help.

Mark


On 7/3/2014 12:01 AM, Alex Peters wrote:
> As far as I know, that is acceptable as long as the Subject Tag value 
> for the queue explicitly includes the $rtname value within it.
>
> Your example Subject string of "[Networking cg.xxx.edu 
> <http://cg.xxx.edu> #1091]" should be acceptable if the Subject Tag 
> value for one of your queues is precisely "Networking cg.xxx.edu 
> <http://cg.xxx.edu>".
>
> For debugging purposes, you can also simply use "[$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 <http://cg.xxx.edu>", consider sending a test mail with 
> Subject "[cg.edu.au <http://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 
> <mailto:mcc171 at psu.edu>> wrote:
>
>     Sorry CG tag would be what we use to describe the queue and
>     cg.xxx.edu <http://cg.xxx.edu> as the rtname.  For instance the
>     Networking queue would look like
>
>     [Networking cg.xxx.edu <http://cg.xxx.edu> #1091]
>
>     So in the subject tag field for the queue configuration we have
>     "Networking cg.xxx.edu <http://cg.xxx.edu>"
>
>     Is this not allowed? or would the space between Networking and
>     cg.xxx.edu <http://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
>>     <mailto:mcc171 at psu.edu>> wrote:
>>
>>         So the $rtname is cg.xxx.edu <http://cg.xxx.edu>
>>
>>         The subject tag on the queue is configured as the CGTag
>>         cg.xxx.edu <http://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 <http://xx.xxx.edu> #1091]",
>>>         does "xxxxx xx.xxx.edu <http://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
>>>         <mailto: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 <mailto:xxxxx at xx.xxx.edu>
>>>             Subject: [xxxxx xx.xxx.edu <http://xx.xxx.edu> #1091]
>>>             To: xxxxx at xx.xxx.edu <mailto:xxxxx at xx.xxx.edu>
>>>             From: Xxxx Xxxxxxxx <xxxx at xxx.edu <mailto:xxxx at xxx.edu>>
>>>             Return-Path:    <xxxx at xxx.edu <mailto: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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