Peter,
I've been through the same thing. I originally had our network team
configured as admincc watchers on the blocks queue. This made sending
block requests very easy as we didn't have to put anything in the
correspondents field when creating the block.
However, the status of tickets in the blocks queue can be automatically
updated by correspondence. So I create a block in 'Activation pending'
state. Message goes off to network team who then reply. This changes the
state to 'Activated'. Similar thing happens on removal.
This does not work when the network team is configured as watchers
rather than specified as correspondents. This is because the state
change only gets done if the incoming e-mail is from one of the
requesters of the ticket.
So we took off the watchers and we now specify the network team
explicitly every time we create a block. We have to specify the members
of the team explicitly, we cannot even use their group mailing list address.
All a bit of a pain really.
Regards,
Tony.
On 22/11/13 15:19, Peter Bates wrote:
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Hello all
As part of the RTIR installation, I followed from the README:
Using RT's configuration interface, add the email address
of the Network Operations Team (the people who will handle
activating and removing Blocks) as AdminCC on the Blocks queue.
RT -> Queues -> Blocks -> Watchers
The emails it generates lack a 'To:' field (I can see this is because
the message is a BCC) which is leading to confusion in our Networking team.
The email also contains at the top:
Fri Nov 22 14:37:20 2013: Request 6758 was acted upon.
Transaction: Ticket created by xxx
Queue: Blocks
Subject: Brute force block for 6 hosts
Owner: xxx
Requestors:
Status: pending activation
Ticket <URL: https://rt.cert.ucl.ac.uk/Ticket/Display.html?id=6758 >
As they can't access the RTIR interface this is also causing confusion.
Is this generated from a template, or where do I go to change this
- - and can I set up the Blocks queue to just have the Network team
as a standard To: / correspondent and not BCC or CC?
Thanks.
- --
Peter Bates
Senior Information Security Officer Phone: +44(0)2076792049
Information Services Division Internal Ext: 32049
University College London
London WC1E 6BT
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--
Tony Arnold, Tel: +44 (0) 161 275 6093
Head of IT Security, Fax: +44 (0) 705 344 3082
University of Manchester, Mob: +44 (0) 773 330 0039
Manchester M13 9PL. Email: [email protected]
