RT 3.8.16 Documentation
Queue subject tag
INTRODUCTION
This text is about 'Subject Tag' property of a queue. This property allows you to use different tags in subjects of RT's notifications, by default it's rtname option from the config file as it's been for a long time, now you can use different values for different queues.
CONFIGURATION
Setting subject tag
Open RT's web UI, goto -> Configuration -> Queues -> select a queue -> set 'subject tag' -> save changes.
Using tag in templates
Usually you don't need to add some code into templates to make subject tags work. A tag will be added in the beginning of subject right before sending email out.
If you want to subjects to be "prefix [tag] real subject" like in default autoreply then you can use the following code in templates to place subject tag whenever you want in a template:
[{ $Ticket->QueueObj->SubjectTag || $rtname } #{$Ticket->id()}]
Note that in the extension from the CPAN Tag method have been used when in 3.8 and newer it's SubjectTag, so you have to upgrade your templates. Read "UPGRADING" below.
This functionality vs. RT-Extension-BrandedQueues
RT-Extension-BrandedQueues is extension that's available from the CPAN for older versions of RT. Starting from RT 3.8 it's been integrated into RT core. If you are UPGRADING from older version and were using extension from the CPAN then you MUST read "UPGRADING" below.
UPGRADING
For everyone who is upgrading
You need to modify any of your email templates which use the $rtname variable. To edit your templates, log into RT as your administrative user, then click:
Configuration -> Global -> Templates -> <Some template name>
For example, RT's default "Autoreply" includes this line:
"There is no need to reply to this message right now. Your ticket has been
assigned an ID of [{$rtname} #{$Ticket->id()}]."
Change this line to read:
"There is no need to reply to this message right now. Your ticket has been
assigned an ID of [{ $Ticket->QueueObj->SubjectTag || $rtname } #{$Ticket->id()}]."
For users of RT-Extension-BrandedQueues
1) You MUST uninstall RT-Extension-BrandedQueues before upgrade or use clean new dir for installation and reinstall your local customizations. The latter way is recommended as there are many changes in RT 3.8 and several extensions have been integrated into core.
2) We expect that you have backup of your RT DB around during upgrade.
3) After upgrade run perl script 'etc/upgrade/3.8-branded-queues-extension'. This script will convert data in the DB into new format.
4) In templates where you were using Tag method (for example $Ticket->QueueObj->Tag) replace it with $Ticket->QueueObj->SubjectTag. Read more in "Using tag in templates"