[Rtir] Almost implemented... emails creating new everything though!

[Keith Twombley]

Hi Kevin,

Go to Tools -> Configuration -> Queues -> (whichever queue you want)

Enter some text in the "Subject Tag" field. This will be what is required to be in the brackets for this queue. Do the same for your other queues; each can have its own custom subject tag.

Hope that helps,


Keith Twombley
CISSP, GCIA
Security Operations & Engineering Analyst
515-468-3385

From: rtir-bounces at lists.bestpractical.com [mailto:rtir-bounces at lists.bestpractical.com] On Behalf Of Kevin Holleran
Sent: Tuesday, April 02, 2013 1:53 PM
To: rtir at lists.bestpractical.com
Subject: Re: [Rtir] Almost implemented... emails creating new everything though!

On Tue, Apr 2, 2013 at 2:21 PM, Kevin Holleran <holleran.kevin at gmail.com<mailto:holleran.kevin at gmail.com>> wrote:
Good afternoon,

I ALMOST have RT/IR implemented...

I email in, it passes to the rt-mail script, and places it appropriately in the correct queue.  However, it is creating a new instance of everything.  For instance, if I email in with the incident # in the subject line, it creates a new block with that incident number.  I have tried it with a proper incident number the Block should be linked to, and the # of a previously created block.  Instead, it just creates a new block.

Am I misunderstanding the functionality?

Thank you for your continued help.

Kevin

OK, I see the issue.  The email needs to have [SERVERNAME #10] or whatever number in it.  Can I change that so it isn't SERVERNAME?  I'd rather have the word Incident instead....

Thanks for your help.

Kevin
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