[rt-users] Problem with multple new tickets on same subject
Hi, I am not sure if there is any solution to this. I have been digging everywhere for information but no solution to it so far. I am currently using RT 4.0.10. Customer creates ticket via email. Below is the scenario: Customer A and Customer B are colleagues. Customer A emails to the RT's email and include Customer B in the loop. RT create new ticket and send auto reply email to Customer A with Ticket ID Customer B reply all on the original email sent by Customer A thus creating another ticket on RT. Is there a way to recognize the subject text instead when there is no ticket ID present? Thanks Regards, Freddie Quah 450_V2-Springworks CONFIDENTIALITY CAUTION: This message is intended only for the use of the individual or entity to whom it is addressed and may contain information that is privileged and confidential. If you, the reader of this message, are not the intended recipient, you should not disseminate, distribute or copy this communication. If you have received this communication in error, please notify us immediately by return email and delete the original message. Thank you. cid:image001.png@01CCA2BB.CF75F520 Please consider the environment before printing this e-mail image001.pngimage002.png
[rt-users] Serach only for a text not entire word
Hello. My install: RT 4.0.10 and PostgreSQL Indexed database. If I do a Content search for this word ExtensionHardening works fine, and give the two tickets that have this word. But if i search only for Hardening i have no results. Could I search only for a part of a word? Thanks Kindest Regards. -- Un saludo. Juanjo Corral
[rt-users] Shredder - remove dashboard and classes
Hi! Which fields do I need to use for shredder to remove : * Dashboard * Classes (used in Articles)
[rt-users] Odd number of elements...
Hello,
when restarting Apache I get the mistakes
Restarting web server: apache2
Odd number of elements in anonymous hash at
/usr/share/request-tracker4/lib/RT/Config.pm line 1072.
Odd number of elements in hash assignment at
/usr/share/request-tracker4/lib/RT/Config.pm line 1073.
... waiting .
Odd number of elements in anonymous hash at
/usr/share/request-tracker4/lib/RT/Config.pm line 1072.
Odd number of elements in hash assignment at
/usr/share/request-tracker4/lib/RT/Config.pm line 1073.
According to the wiki etc. the error should be in my
[...] config file. Somewhere you set a hash option
(key-value pairs), but misses key or value and number of elements in
assignment is odd
But I just can't find the error. I even commented out one setting after
another to try it out, but that didn't work either. I also made, as
recommended, all changes via /RT_SiteConfig.d and not in the original
RT_SiteConfig.pm.
I'm running RT4 on Debian Squeeze (backports) without an upgrade from an
earlier 3.8.
My custom changes are (*=anonymized):
GENERAL ###
#Organisation
Set($rtname, '');
Set($LogToSysLog, ''); #disable syslog
Set($LogToFile, 'debug'); #alles loggen
Set($LogDir, '/var/log/request-tracker4'); #pfad
Set($LogToFileNamed, 'rt4.log');#dateiname
# Email Loops verhindern
Set($RTAddressRegexp,
'^(rt\@\.de|rt-comment\@\.de|sysadmin\@\.de)$');
# Webdomain override
Set($WebDomain, '***.***.***.***');
Set($WebPort, 443);
Set($WebPath , /rt);
Set($WebBaseURL , https://***.***.***.***;);
# auto-create users for unknown incoming mails
Set($AutoCreate, {Privileged = 0});
#Disable GnuPG
Set($GnuPG, {'Enable' = 0});
#Default Theme
Set($WebDefaultStylesheet, 'web2');
#Passwortlänge
Set($MinimumPasswordLength, 8);
#Sort Order
Set($OldestTransactionsFirst, 0);
#Volltextsuche
Set(%FullTextSearch, Enable = 1, Indexed = 0,);
CUSTOM STATUS #
[...]
PLUGINS ###
# Plugins
Set(@Plugins,(qw(
RTx::Calendar
RT::Extension::JSGantt
)));
# Calendar Plugin
Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar
MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]);
#Refresh global
Set($HomePageRefreshInterval, 900);
Set($SearchResultsRefreshInterval, 60);
#JSGantt
# add RT::Extension::JSGantt to @Plugins: e.g.
# Set(@Plugins,'RT::Extension::JSGantt');
# customize JSGantt as you wish:
Set(
%JSGanttOptions,
DefaultFormat = 'week', # day or week or month or quarter
ShowOwner = 1,
ShowProgress = 1,
ShowDuration = 1,
# define your own color scheme:
# ColorScheme = ['ff', '00', 'ff00ff', '00ff00',
'00', 'ff'],
# we color owners consistently by default, you can disable it via:
# ColorSchemeByOwner = 0,
# you can specify colors to use, unspecified owners will be
# assigned to some color automatically:
# ColorSchemeByOwner = { root = 'ff', foo = '00ff00' },
# if can't find both start and end dates, use this color
NullDatesColor = 333,
# to caculate day length
WorkingHoursPerDay = 8,
# used to set start/end if one exists but the other does not
DefaultDays = 7,
);
#EOF
Any ideas, reccomendations, hints?
Thanks in advance, Patrick
[rt-users] Redirect when no access / no rights?
Hello, as described in 514c70f2.1040...@pgs-info.de, I run two queues, Level1 and Level2. My Level2 users now have a custom status returned. When chosing this status for a ticket, the ticket will change the queue to Level1, will be set to unowned and escalations will be reset to the beginning. This whole thing works fine. The only thing: As soon as the tickets' level is set to returned and so the queue has changed, the user gets an error site: No permission to view ticket Which is correct, because the ticket has left his queue. Is it possible to redirect the user to his RT at a glance site in this case? Yes, it's jaust a click, but a displayed error may be disturbing for the user, especially when he did nothing wrong. Thanks in advence, Patrick
Re: [rt-users] Custom Fields and CommandByMail
On Thu, Apr 11, 2013 at 07:28:47PM -0700, charlyc...@yahoo.com.ar wrote:
I've been trying for a while to make work the Custom Fields with
CommandByMail and cannot find where the problem is.
There is a form on the support page that sends an email with this content:
Requestor: reques...@domain.com
CF.{CustomField1}: 201
CF.{CustomField2}:
CF.{CustomField3}: bbb
CF.{Custom Field4}: ccc
CF.{Custom Field5}: d
CF.{Custom Field6}: TTPPEE
THis is a test.. test test test this is a test
I granted globally to Everyone/Privileged/Unprivileged/Requestors to
SeeCustomField/ModifyCustomField, same for each Custom Fields and on each
Queue.
If these are Queue lever CFs rather than Global CFs and you are Creating
tickets rather than updating them, they may well need SeeQueue rights in
order to load the custom field.
-kevin
pgpIiC5Xi27Eo.pgp
Description: PGP signature
Re: [rt-users] Serach only for a text not entire word
On Fri, Apr 12, 2013 at 11:27:30AM +0200, Juanjo wrote: My install: RT 4.0.10 and PostgreSQL Indexed database. If I do a Content search for this word ExtensionHardening works fine, and give the two tickets that have this word. But if i search only for Hardening i have no results. The type of searches that can match are governed by PostgreSQL not really by RT here. We're at the mercy of how Pg chunks up your text and indexes it. You can read a lot more about how Pg FTS works here: http://www.postgresql.org/docs/9.2/static/textsearch.html I've linked to 9.2, but choose your appropriate version. -kevin pgpyg7CLxbeF6.pgp Description: PGP signature
Re: [rt-users] Shredder - remove dashboard and classes
On Fri, Apr 12, 2013 at 01:06:46PM +0300, Alexander Kucheryuk wrote: Which fields do I need to use for shredder to remove : Are you trying to delete a lot of these, because the Delete button on Dashboards does actually delete from the database. * Dashboard * Classes (used in Articles) In both cases you need to use the Object plugin and point at Attributes for Dashboard and Classes along with the specific id. Keep in mind that Shredder has no special logic for either of these, so you'll want to be sure you clean up articles before cleaning up Classes, otherwise you'll have a bunch of orphaned objects. -kevin pgpim2aMx2WD5.pgp Description: PGP signature
Re: [rt-users] Odd number of elements...
On Fri, Apr 12, 2013 at 02:43:31PM +0200, Patrick G. Stoesser wrote: Restarting web server: apache2 Odd number of elements in anonymous hash at /usr/share/request-tracker4/lib/RT/Config.pm line 1072. Odd number of elements in hash assignment at /usr/share/request-tracker4/lib/RT/Config.pm line 1073. CUSTOM STATUS # [...] You deleted this part, which I assume is a custom Lifecycles config and is the #1 place where people accidentally mess up and have a bad data format. -kevin pgp1q6ai7WuDS.pgp Description: PGP signature
Re: [rt-users] Shredder - remove dashboard and classes
This seems like a silly question but where is delete button to remove dashboards ? Where is it physically located ? In regards to classes, which field do I use in shredder - objects ? On 12/4/2013 5:24 PM, Kevin Falcone wrote: On Fri, Apr 12, 2013 at 01:06:46PM +0300, Alexander Kucheryuk wrote: Which fields do I need to use for shredder to remove : Are you trying to delete a lot of these, because the Delete button on Dashboards does actually delete from the database. * Dashboard * Classes (used in Articles) In both cases you need to use the Object plugin and point at Attributes for Dashboard and Classes along with the specific id. Keep in mind that Shredder has no special logic for either of these, so you'll want to be sure you clean up articles before cleaning up Classes, otherwise you'll have a bunch of orphaned objects. -kevin
Re: [rt-users] Shredder - remove dashboard and classes
I can't find the name of the argument for classes. I tried Class and Classes but it says invalid argument. On 12/4/2013 5:40 PM, Kevin Falcone wrote: On Fri, Apr 12, 2013 at 05:29:40PM +0300, Alexander Kucheryuk wrote: This seems like a silly question but where is delete button to remove dashboards ? Where is it physically located ? On the Basics page. This assumes your user has the appropriate Delete*Dashboard right. In regards to classes, which field do I use in shredder - objects ? http://bestpractical.com/rt/docs/latest/RT/Shredder/Plugin/Objects.html -kevin
Re: [rt-users] round-robin auto assignment?
Sorry to dig an old thread up, but I'm looking at this URL:
http://www.gossamer-threads.com/lists/rt/users/39136
This scrip works, but seems to always pick a random user from the list, it
appears that's not matching on one of these two lines:
foreach $i ( @owners) {
if ($owners[$i] == $last_owner) {
Here is the complete scrip that I am using:
my @owners = qw( 1640 15482 22087 8674 ); # need to grab id from Users
table
push(@owners, @owners);
my $tickets = RT::Tickets-new($RT::SystemUser);
$tickets-LimitQueue(VALUE = 'Sales'); # my queue, yours may differ
$tickets-LimitId(VALUE = $self-TicketObj-Id, OPERATOR = '!=');
$tickets-OrderBy(FIELD = 'id', ORDER = 'DESC');
my $last_ticket = $tickets-First;
my $last_owner = $last_ticket-Owner;
my $i = 0;
my $isSet = 0;
my $new_owner;
foreach $i ( @owners) {
if ($owners[$i] == $last_owner) {
$new_owner = $owners[$i+1];
$self-TicketObj-SetOwner($new_owner);
$isSet = 1;
}
}
if (!($isSet)) {
my $randOwner = int(rand($#owners));
$randOwner = $owners[$randOwner];
$self-TicketObj-SetOwner($randOwner);
}
Any help or suggestions would be great!
Thanks,
Doug Eubanks
ad...@dougware.net
K1DUG
(919) 201-8750
Re: [rt-users] My Reminders
On Thu, Apr 11, 2013 at 11:06 AM, Ram ram0...@gmail.com wrote: Anyone? Ran into some unexpected behavior today - looking for insight. User1 owns a ticket and user2 set a reminder on the ticket - the reminder is owned by user2 AFAICT. User2 does not see the reminder in his 'my reminders' module. Is that the expected behavior? Ram, Kinda interested as to why someone other than the owner of the ticket managed to even create a reminder. I would think the owner of the ticket would not want other people messing with his ticket and only the owner would control what happens to the ticket. However, be that as it may, when a reminder ticket is created, I believe the OWNER of that tickets gets to see the reminders on HIS tickets. I may be wrong, but that's how I think it goes. Kenn I have a manager who wants to keep an eye on a particular ticket one of his team-members owns so he can ensure it doesn't stagnate. What is the purpose of the 'Owner' drop down in the Reminders portlet on Ticket/Display.html?
[rt-users] Cross-Site Forgery Warning from Gmail
Hi, When I click on an RT link from Gmail, I'm getting: RT has detected a possible cross-site request forgery for this request, because your browser did not supply a Referrer header. I already have: Set( @ReferrerWhitelist, qw(*.google.com:443) ); But, as the error message states: the warning is being reported because of the lack of a Referrer header. Can this be fixed for links that come from Gmail? -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A
Re: [rt-users] My Reminders
Ram, Then why not just create a search that pulls tickets based on your date and owner parameters and put it in a dashboard and have it go to the guy instead of giving him permissions that lets him muck around in tickets he doesn't own? Keeps the problems at a minimum. Kenn Sent from my Windows Phone -- From: Ram ram0...@gmail.com Sent: 4/12/2013 8:58 AM To: rt-users rt-users@lists.bestpractical.com Subject: Re: [rt-users] My Reminders On Thu, Apr 11, 2013 at 11:06 AM, Ram ram0...@gmail.com wrote: Anyone? Ran into some unexpected behavior today - looking for insight. User1 owns a ticket and user2 set a reminder on the ticket - the reminder is owned by user2 AFAICT. User2 does not see the reminder in his 'my reminders' module. Is that the expected behavior? Ram, Kinda interested as to why someone other than the owner of the ticket managed to even create a reminder. I would think the owner of the ticket would not want other people messing with his ticket and only the owner would control what happens to the ticket. However, be that as it may, when a reminder ticket is created, I believe the OWNER of that tickets gets to see the reminders on HIS tickets. I may be wrong, but that's how I think it goes. Kenn I have a manager who wants to keep an eye on a particular ticket one of his team-members owns so he can ensure it doesn't stagnate. What is the purpose of the 'Owner' drop down in the Reminders portlet on Ticket/Display.html?
Re: [rt-users] round-robin auto assignment?
On 04/12/2013 08:20 AM, Doug Eubanks wrote:
foreach $i ( @owners) {
if ($owners[$i] == $last_owner) {
$new_owner = $owners[$i+1];
The above makes no sense, likely written by someone who doesn't know
Perl. For loops don't loop over array indexes when just given an array,
they loop over the array items. Try:
foreach $id (@owner) {
if ($id == $last_owner) {
$new_owner = $id;
$self-TicketObj-SetOwner($new_owner);
$isSet = 1;
}
}
Re: [rt-users] round-robin auto assignment?
I apologize, but Perl isn't my strong suit. :D
Changing those three lines still compiles and updates the scrip, but it
doesn't do anything and never assigns the ticket to anyone now.
Doug
Sincerely,
Doug Eubanks
ad...@dougware.net
K1DUG
(919) 201-8750
On Fri, Apr 12, 2013 at 1:18 PM, Thomas Sibley t...@bestpractical.comwrote:
On 04/12/2013 08:20 AM, Doug Eubanks wrote:
foreach $i ( @owners) {
if ($owners[$i] == $last_owner) {
$new_owner = $owners[$i+1];
The above makes no sense, likely written by someone who doesn't know
Perl. For loops don't loop over array indexes when just given an array,
they loop over the array items. Try:
foreach $id (@owner) {
if ($id == $last_owner) {
$new_owner = $id;
$self-TicketObj-SetOwner($new_owner);
$isSet = 1;
}
}
Re: [rt-users] round-robin auto assignment?
On 04/12/2013 11:06 AM, Doug Eubanks wrote: I apologize, but Perl isn't my strong suit. :D Changing those three lines still compiles and updates the scrip, but it doesn't do anything and never assigns the ticket to anyone now. Oh, I see, the previous code was trying to set the owner as the next user in the array (but may have set an undef owner if the current owner was the last one in the array). I think you'll need to update the code to set $new_owner to the next owner instead of a random one. I haven't fully read the scrip though, so there may be an underlying more fundamental problem.
[rt-users] Problem setting up RT database
Hi all, I'm trying to install RT on Linux, and I got all the dependencies to work, used make install to install RT, and changed RT_SiteConfig.pm. But, I can't get the web server set up properly. When I try to set it up by running /opt/rt4/sbin/rt-server, I'm told that RT couldn't connect to the database where tickets are stored and Connect failed access denied for user 'rt_user'@''localhost' using password YES. Then, the program hangs, and I have control-C out of it. I changed my root user name and password in RT_SiteConfig.pm and checked my permissions, but I can't figure out what's going on. If anyone could help me out, I'd appreciate it. Thanks!
Re: [rt-users] Odd number of elements...
oh! you're right - so i'm gonna check that out and give feedback here. in a few days, actually. regards, patrick Am 12.04.2013 16:28, schrieb Kevin Falcone: On Fri, Apr 12, 2013 at 02:43:31PM +0200, Patrick G. Stoesser wrote: Restarting web server: apache2 Odd number of elements in anonymous hash at /usr/share/request-tracker4/lib/RT/Config.pm line 1072. Odd number of elements in hash assignment at /usr/share/request-tracker4/lib/RT/Config.pm line 1073. CUSTOM STATUS # [...] You deleted this part, which I assume is a custom Lifecycles config and is the #1 place where people accidentally mess up and have a bad data format. -kevin
[rt-users] change location of elements on the ticket menu
Hi, How can I do to move the Resolved element to the ticket menu instead of having it under Actions? Members would like to have easier access to it. RT Version: 4.0.10 Thank you
[rt-users] Warning when open ticket 'Modify people' in RT4
I recently upgraded an RT installation from 3.4.5 to 4.0.7, in parallel to the original installation, and am still testing RT 4.0. In general things look good now, but I receive this warning in the Apache2 error.log when I select the Modify people option for a ticket. For example, (http://10.20.30.40/rt4/Ticket/ModifyPeople.html?id=12345) (real IP address obscured...) [Fri Apr 12 21:34:10 2013] [warning]: Use of uninitialized value $Text::Template::GEN5::comment in substitution (s///) at template line 1. (template:1) The 'GENnn' part of the message is variable, but 'nn' is always observed to be a sequentially increasing multiple of 5. (0, 5, 10, etc.) What could I do to track this down further? Ken
Re: [rt-users] Subjects in emails originating from RT
Anyone have any idea how this can be resolved? On Thu, Apr 11, 2013 at 5:44 AM, Miles Scruggs mi...@digitalphotobox.netwrote: Yes but what exactly do you change to get out front of the ticket number? Sent from my iPhone On Apr 11, 2013, at 2:06 AM, Ruslan Zakirov r...@bestpractical.com wrote: Just change AutoReply and Resolved template. On Thu, Apr 11, 2013 at 7:11 AM, Miles Scruggs mi...@digitalphotobox.netwrote: Right now I'm trying to tweak out one last thing in RT. Basically every email client/host has various parameters for determining if/how to thread emails, so I'm fighting a spread out battle. What I'm up against now is ensuring a Re: is put on the ***front of every subject sent out of RT unless it is an original email to that contact. The two key places this seems to be currently missing is the Auto Replies and resolving tickets. Any idea how I can get that little element cleaned up. Cheers Miles Scruggs mi...@digitalphotobox.net -- Best regards, Ruslan. -- Cheers, Miles
Re: [rt-users] Script to Squelch Queue AdminCc's on Ticket Creation
Alternately, is there any other way to stop a subset of the new ticket
notifications being sent to Queue AdminCc's?
Thanks,
On 11/04/13 12:45 AM, John Kelsh wrote:
Hi All,
I've setup the following scrip to squelch Queue AdminCc's where the
requestor matches a pattern. The scrip seems to be functioning correctly
yet correspondence is still being sent to Queue AdminCc's.
Is anyone able to shed some light on where I'm going wrong here.
Thanks,
my $requestor = $self-TicketObj-RequestorAddresses;
my $pattern = 'somepattern';
if ( $requestor =~ m/$pattern/ ) {
$RT::Logger-info( 'Requestor Address: '.$requestor.' matches
regex: '.$pattern.' squelching output to AdminCc\'s' );
my @admincc = split( ', ',
$self-TicketObj-QueueObj-AdminCcAddresses );
foreach ( @admincc ) {
$self-TicketObj-SquelchMailTo( $_ );
$RT::Logger-info( 'Squelched email to: '.$_ );
}
}
return 1;
Re: [rt-users] Problem with multple new tickets on same subject
Freddy, Instruct your users that RT takes care of CC's and that they do NOT need to do a Reply All. A simple Reply will do. I have put that comment into many templates. Kenn On Fri, Apr 12, 2013 at 1:01 AM, Freddie Quah [Springworks] freddie.q...@springworks.com.my wrote: Hi, ** ** I am not sure if there is any solution to this. I have been digging everywhere for information but no solution to it so far. ** ** I am currently using RT 4.0.10. Customer creates ticket via email. Below is the scenario: ** ** Customer A and Customer B are colleagues. Customer A emails to the RT’s email and include Customer B in the loop.*** * RT create new ticket and send auto reply email to Customer A with Ticket ID Customer B ”reply all” on the original email sent by Customer A thus creating another ticket on RT. ** ** Is there a way to recognize the subject text instead when there is no ticket ID present? ** ** ** ** Thanks Regards, *Freddie Quah* ** ** [image: 450_V2-Springworks] *CONFIDENTIALITY CAUTION: * This message is intended only for the use of the individual or entity to whom it is addressed and may contain information that is privileged and confidential. If you, the reader of this message, are not the intended recipient, you should not disseminate, distribute or copy this communication. If you have received this communication in error, please notify us immediately by return email and delete the original message. Thank you. ** ** *[image: cid:image001.png@01CCA2BB.CF75F520]** *Please consider the environment before printing this e-mail ** ** image002.pngimage001.png
Re: [rt-users] My Reminders
Hi Kenn, Thanks for the reply. After composing a reply to you where I ended up saying 'which is exactly what the reminders feature seems to do, usually' I decided to try to reproduce the problem myself. I had originally taken the user's word (User2) that the reminder wasn't showing up for him but after creating a new reminder for him I can see from his login that it is there. He is no longer able to reproduce the problem so I'm chalking this up to user error or, if he insists, sun-spots. cheers ram On Fri, Apr 12, 2013 at 9:12 AM, Kenneth Crocker kenn.croc...@gmail.comwrote: Ram, Then why not just create a search that pulls tickets based on your date and owner parameters and put it in a dashboard and have it go to the guy instead of giving him permissions that lets him muck around in tickets he doesn't own? Keeps the problems at a minimum. Kenn Sent from my Windows Phone -- From: Ram ram0...@gmail.com Sent: 4/12/2013 8:58 AM To: rt-users rt-users@lists.bestpractical.com Subject: Re: [rt-users] My Reminders On Thu, Apr 11, 2013 at 11:06 AM, Ram ram0...@gmail.com wrote: Anyone? Ran into some unexpected behavior today - looking for insight. User1 owns a ticket and user2 set a reminder on the ticket - the reminder is owned by user2 AFAICT. User2 does not see the reminder in his 'my reminders' module. Is that the expected behavior? Ram, Kinda interested as to why someone other than the owner of the ticket managed to even create a reminder. I would think the owner of the ticket would not want other people messing with his ticket and only the owner would control what happens to the ticket. However, be that as it may, when a reminder ticket is created, I believe the OWNER of that tickets gets to see the reminders on HIS tickets. I may be wrong, but that's how I think it goes. Kenn I have a manager who wants to keep an eye on a particular ticket one of his team-members owns so he can ensure it doesn't stagnate. What is the purpose of the 'Owner' drop down in the Reminders portlet on Ticket/Display.html?
Re: [rt-users] Subjects in emails originating from RT
Well that is almost accurate. The code does not always add it to the front. If you reply to a ticket using the web UI (RT is still originating the message, but on behalf of the user) it will put a Re: on the front of the subject. I just don't understand the logic behind not putting it on all correspondence since logically everything sent out about the ticket should be prefixed with the Re:. The only exception would be the original ticket when it was created either by the system automatically or by a user. I really don't want the tag at the end of the subject as it is great exactly where they put it. I'm guessing there is a just a goofed up flag in the system which makes it assume those specific scrips are suppose to originate emails instead of replying to the existing. In some ways it does make sense because they do change the subject by inserting Auto Reply or Resolved etc. For me I see no reason to fork the original thread with two separate emails. I've already removed those extra tags, which while they are nice, I don't believe they are worth the cost of forking the thread. On Fri, Apr 12, 2013 at 4:52 PM, Thomas Sibley t...@bestpractical.comwrote: On 04/12/2013 04:13 PM, Miles Scruggs wrote: Anyone have any idea how this can be resolved? There's no option to move the tag and the code always adds it to the front. I extracted an extension from customer work which moves the subject tag all the way to the end. Try it out once it shows up at https://metacpan.org/module/RT::Extension::TrailingSubjectTag (should be within the hour). It's not quite what you want, necessarily, since it may obscure the ticket ID in long subjects, but it'll make your Re: first. Thomas -- Cheers, Miles
