[rt-users] Reopen closed ticket
Hi, how can an AGENT reopen a closed (NOT resolved, closed) ticket? TIA Matthias -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
[rt-users] hide version
Hi there, I’m trying to hide version on login page with version 4.2.8 but without success. Anybody has already done it and would be any help? Thanks. Cédric Pagès Ingénieur systèmes réseaux 291 rue Albert Caquot- PETRA B - 06560 Sophia Antipolis -FRANCE cpa...@datacorp.frmailto:cpa...@datacorp.fr www.datacorp.frhttp://www.datacorp.fr/ Tel : 0825 595 005 - Fax : 04 22 13 01 23 [cid:image001.png@01CEF839.D153FDD0] -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] hide version
Le 15/10/2014 10:01, Cedric Pages a écrit : Hi there, I’m trying to hide version on login page with version 4.2.8 but without success. Anybody has already done it and would be any help? grep for RT::VERSION in share/html and you will find which files you have to patch ;) Remember to hide also your ssl version if you trust security by obscurity ;) -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Change AutoResponse Global Template based on time of the day
I think (never tried) that it could be possible to write a custom scrip
action that select the template based on a time condition.
This way you have just to use this action where needed and create the
pre-defined templates without changing them dynamically.
You can also write perl conditions in your template, using {}. Thought
too much perl in templates make them often difficult to read/modify.
If you prefer to stay with a cron job you would better write it using
perl and use the RT API to change the template. Writing directly to the
RT DB is always a bad idea imho.
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Re: [rt-users] Reopen closed ticket
Le 15/10/2014 09:07, Matthias Henze a écrit :
Hi,
how can an AGENT reopen a closed (NOT resolved, closed) ticket?
there isn't a stock closed status in standard RT. If you have one,
it's because you changed lifecycles (I expect you have a recent version).
You can use those Lifecycles (see
http://www.bestpractical.com/docs/rt/4.2/customizing/lifecycles.html) to
setup this:
an allowed transition:
transitions = {
...
closed = [ 'open', ],
a dedicated right if needed:
rights = {
'closed - open' = 'ReOpenTicket',
an action to let users do this in ticket action menu:
actions = {
...
'closed - open' = { label = 'Re-open', update = 'Comment' },
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Re: [rt-users] Date formatting
Does anyone know how to format the date/time that {$Ticket-Created}
returns in my email template? I want it to read Wednesday October 8, 2014
at 5:31 PM (CET) or Woensdag 8 oktober 2014 om 17:31 (CET). (Second
version is Dutch.)
Rinke Colen
CTO
LinkedIn http://www.linkedin.com/in/rinkecolen | email
rco...@experty.com
experty®
t: +31 (0)88 520 77 77
w: experty.com http://www.experty.com/
On Thu, Oct 9, 2014 at 2:03 PM, Rinke Colen rco...@experty.com wrote:
Thanks. I'm afraid I still don't understand what to do however. I looked
at the links but the two threads don't really apply to my situation and the
RT::Date documentation is too general for me to be able to translate it
into a solution, with my limited knowledge of Perl. It clearly has
something to do with Output formatters but I don't understand how to use
them.
If it's not too much to ask, then what would really help me is to see some
code that could replace {$Ticket-Created} to yield the output I need.
Rinke
On Wed, Oct 8, 2014 at 10:53 PM, Joop jvdw...@xs4all.nl wrote:
On 8-10-2014 17:55, Rinke Colen wrote:
I want to mention the ticket creation date in an auto reply. I use the
following code snippet in my email template: {$Ticket-Created}. This
produces the string 2014-10-08 15:31:24 (UTC) but I want to show
October 8, 2014 at 5:31 PM (CET) is one place and 8 oktober 2014 om
17:31 in another place. (The word oktober in the second string is
Dutch.) How can I format the timestamps?
Have look at the following 3 links:
http://bestpractical.com/docs/rt/4.2/RT/Date.html
http://www.gossamer-threads.com/lists/rt/users/52528
http://www.gossamer-threads.com/lists/rt/users/15445
On a procedural note: I'm not sure if this question conforms to
requirements of this mailing list. I have searched the history of this
list since I joined for an answer, but don't know where to find the rest
of the history. Also I know very little about Perl. I'm slightly worried
that my question is too dumb. But I have many more of these newbie
questions. Can I just ask them here? (I.e. if I don't find the answer in
the mailing list history, the documentation on bestpractical.com
http://bestpractical.com or on the the wiki.)
I'll help any Dutchmen anytime :-)
Regards,
Joop
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Re: [rt-users] Emails to Queue Alias, still merge to other queue
Le 09/10/2014 21:41, Root Kev a écrit : Hello, We have setup aliases for sendmail that route incoming emails to the correct queue: Example: #RT Mailgate user for it it: |/opt/rt4/bin/rt-mailgate --queue 'it' --action correspond --url http://tracker.company.net/rt; it-comment: |/opt/rt4/bin/rt-mailgate --queue 'it' --action comment --url http://tracker.company.net/rt/; #RT Mailgate user for production production: |/opt/rt4/bin/rt-mailgate --queue 'production' --action correspond --url http://tracker.company.net/rt; production-comment: |/opt/rt4/bin/rt-mailgate --queue production --action comment --url http://tracker.company.net/rt/; We have started having an issue when an internal user forwards an email with [ company.com http://company.com #1234] that they have been CCed on, to a production support queue by changing the To address to the email address for that queue, but RT is seeing the original ticket number in the subject and is merging the email with the comment to the original ticket. This has caused comments meant for internal users, ie: Is this a bug? to be sent to a customer unintentionally. Is there any way to force RT to respect the incoming email/queue from rt-mailgate over merging by the ticket numbers (when this type of thing occurs)? no, you have to patch RT (lib/RT/Interfaces/Email.pm:sub Gateway) or disallow the user to send a mail to a queue where the ticket doesn't belong to, by writing a MailPlugin (http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html#WRITING-PLUGINS). -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Exporting Time spent transactions
Le 09/10/2014 03:48, Gaston Huot a écrit : Hello. Is there a simple and easy way to *export *all (or some) time spent transactions. By simple I mean just using the basic RT functionality. you cannot export transactions using RT UI. You can just export tickets (and their timeworked value for example). To export transactions, you have either to write a custom perl script using the RT API (not that difficult if you know perl) or select from the transactions table of the DB. -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Date formatting
Am 15.10.2014 um 10:21 schrieb Rinke Colen:
Does anyone know how to format the date/time that {$Ticket-Created}
returns in my email template? I want it to read Wednesday October 8,
2014 at 5:31 PM (CET) or Woensdag 8 oktober 2014 om 17:31 (CET).
(Second version is Dutch.)
Rinke Colen
CTO
LinkedIn http://www.linkedin.com/in/rinkecolen | email
mailto:rco...@experty.com
experty®
t: +31 (0)88 520 77 77
w: experty.com http://www.experty.com/
{$Ticket-CreatedObj-AsString()}
Chris
--
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http://bestpractical.com/training
Re: [rt-users] Date formatting
Le 15/10/2014 10:21, Rinke Colen a écrit :
Does anyone know how to format the date/time that {$Ticket-Created}
returns in my email template? I want it to read Wednesday October 8,
2014 at 5:31 PM (CET) or Woensdag 8 oktober 2014 om 17:31 (CET).
(Second version is Dutch.)
Use $Ticket-CreatedObj instead of $Ticket-Created, this will give you
an RT::Date object. Then look at lib/RT/Date.pm there is many formatting
methods. If none suit your needs, you can easily write new one in
local/lib/RT/Date_Local.pm
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Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76
mailto:elac...@easter-eggs.com - http://www.easter-eggs.com
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Re: [rt-users] Date formatting
On Wed, Oct 15, 2014 at 10:29 AM, Emmanuel Lacour
elac...@easter-eggs.com wrote:
Le 15/10/2014 10:21, Rinke Colen a écrit :
Does anyone know how to format the date/time that {$Ticket-Created}
returns in my email template? I want it to read Wednesday October 8,
2014 at 5:31 PM (CET) or Woensdag 8 oktober 2014 om 17:31 (CET).
(Second version is Dutch.)
Use $Ticket-CreatedObj instead of $Ticket-Created, this will give you
an RT::Date object. Then look at lib/RT/Date.pm there is many formatting
methods. If none suit your needs, you can easily write new one in
local/lib/RT/Date_Local.pm
OK, great. Problem is that my Perl knowledge is too small to fully
understand the documentation on RT::Date or how to use the formatters
it mentions. Could anyone give an example?
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Re: [rt-users] Date formatting
Le 15/10/2014 10:40, Rinke Colen a écrit : OK, great. Problem is that my Perl knowledge is too small to fully understand the documentation on RT::Date or how to use the formatters it mentions. Could anyone give an example? $Ticket-CreatedObj-LocalizedDateTime( DateFormat = 'date_format_full', TImeFormat = 'time_format_full', AbbrDay = 0, AbbrMonth = 0, Timezone = 'user' ); Montag, 19. Mai 2014 16:04:29 is not far thant what you want else you have to write a custom method ... -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Send email reminder fails with undefined value
I found the thread on the list http://requesttracker.8502.n7.nabble.com/Suppressing-RT-System-itself-entries-in-Ticket-History-td52865.html that explains that a method to suppress these kind of elements in the ticket history is to code a callback where you can skip some transactions. What would be the name of the transaction i need to skip? I only want to suppress outgoing emails done by the root user itself (i have another super user - myself, and i don't want to skip from that) -- View this message in context: http://requesttracker.8502.n7.nabble.com/Send-email-reminder-fails-with-undefined-value-tp58805p58838.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Send email reminder fails with undefined value
Le 15/10/2014 14:20, fleon a écrit : I found the thread on the list http://requesttracker.8502.n7.nabble.com/Suppressing-RT-System-itself-entries-in-Ticket-History-td52865.html that explains that a method to suppress these kind of elements in the ticket history is to code a callback where you can skip some transactions. What would be the name of the transaction i need to skip? I only want to suppress outgoing emails done by the root user itself (i have another super user - myself, and i don't want to skip from that) here is a part of what I use here. I Hide most day to day useless transaction in ticket display page, thought I allow to see all when clicking on History link. You should find what you wan't in this sample code :) local/html/Callbacks/YourOrg/Elements/ShowHistory/SkipTransaction: %init # Hide systems transaction (except comments/corresponds) in history by default $$skip = 1 if ( ( $r-uri $r-uri !~ /History.html/ ) ( ( $Transaction-Type $Transaction-Type =~ m/^(EmailRecord|CommentEmailRecord|CustomField)$/ ) || ( $Transaction-Field $Transaction-Field =~ m/^(Owner|Status|Queue|EeCustomer)$/ ) ) ); /%init %args $Transaction = undef $skip = undef /%args -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] RT::Extenstion::Timeline
The author Todd Chapman said he is no-longer using or developing for RT :( I will take a look but i suspect it is beyond my capability, so if anyone else has interest in this excellent visualization tool I would be keen for them to get involved w. On 14/10/14 19:55, Kevin Falcone wrote: On Sat, Oct 11, 2014 at 01:02:13AM +0300, Woody - Wild Things wrote: Does anyone have any info regarding MIT/smile's timeline extension (http://search.cpan.org/~htchapman/RTx-Timeline-0.03/lib/RT/Extension/Timeline.pm) It was a great feature for 3.x but seems to be not current with 4.x What did the author say when you contacted them? That module is not maintained by Best Practical, so we don't update it. No client has asked us to update it and send patches to the author either. -kevin -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Handful of users showing up in owner dropdown but have no access
I did that query and it returned 26 rows. All of the returned rows say the PrinicpalType is Group, which I would assume means the 'OwnTicket' right is not granted to a specific user anywhere in RT. I didn't want to make that assumption, just in case it was incorrect, so I took a look at the data schema for 3.8.10, which I believe is here: http://bestpractical.com/rt/3.4-schema.png (note** My SQL skills are extremely rusty... been working in a Unidata database for 13-14 yrs) It looks like ACL.PrincipalId is a foreign key to Principals, and id is the primary key for Principals and Users? With that scenario, I ran a query linking them all together and attempting to return user info for any of the 26 rows from the original query. No user info is returned for any of them (query used below) mysql select p.id,p.PrincipalType,u.Name,u.EmailAddress,u.RealName - from Principals p - left join ACL a on a.PrincipalId = p.id - left join Users u on u.id = p.id - where a.RightName='OwnTicket'; Just for a wild attempt at getting what I was expecting based on Kevin's response (I wanted to see 5 users that had the 'OwnTicket' right) I tried switching to ACL.id as a foreign key. It returned only 9 rows, only 2 of which were users, but neither were the users that are showing up in the Owner dropdown that shouldn't be. I believe this was just chance, garbage data, as I believe the first query showed the real results, but I was fishing... With this information I did some more investigating to understand the symptom better. It looks like these users only show up in the owner dropdown of Queues that existed prior to our upgrade from 3.2.1 - 3.8.10. Could there have been something missed in this upgrade? Thanks! Mike. On Tue, Oct 14, 2014 at 12:56 PM, Kevin Falcone falc...@bestpractical.com wrote: On Fri, Oct 10, 2014 at 01:47:59PM -0400, Mike Johnson wrote: I look at the list of owners for a queue, and there are 5 users that show up in that list(that shouldn't be there), but when I go to their account, they aren't part of any groups, and they don't have any rights assigned to them specifically that I can see(at the user level, or at any queue level). Generally this means some queue granted OwnTicket to Unprivileged, check all your queues, even your disabled ones. Alternately, select * from ACL where RightName = 'OwnTicket' and work the other way. RT 4.2 explicitly excludes Unprivileged users from the OwnTicket dropdown because of this someone common mistake. -kevin -- RT Training November 4 5 Los Angeles http://bestpractical.com/training -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Emails to Queue Alias, still merge to other queue
This may not be the best solution, but it would be a solution. If you had each queue in it's own instance, or at least grouping the queues into their own instances of RT in which each queue in RTinstance1 would never have an email forwarded to any other queue in RTinstance1... Again, probably isn't what you'd like to do, but it is possible to prevent the problem you are having by doing this. Mike. On Wed, Oct 15, 2014 at 4:23 AM, Emmanuel Lacour elac...@easter-eggs.com wrote: Le 09/10/2014 21:41, Root Kev a écrit : Hello, We have setup aliases for sendmail that route incoming emails to the correct queue: Example: #RT Mailgate user for it it: |/opt/rt4/bin/rt-mailgate --queue 'it' --action correspond --url http://tracker.company.net/rt; it-comment: |/opt/rt4/bin/rt-mailgate --queue 'it' --action comment --url http://tracker.company.net/rt/; #RT Mailgate user for production production: |/opt/rt4/bin/rt-mailgate --queue 'production' --action correspond --url http://tracker.company.net/rt; production-comment: |/opt/rt4/bin/rt-mailgate --queue production --action comment --url http://tracker.company.net/rt/; We have started having an issue when an internal user forwards an email with [ company.com http://company.com #1234] that they have been CCed on, to a production support queue by changing the To address to the email address for that queue, but RT is seeing the original ticket number in the subject and is merging the email with the comment to the original ticket. This has caused comments meant for internal users, ie: Is this a bug? to be sent to a customer unintentionally. Is there any way to force RT to respect the incoming email/queue from rt-mailgate over merging by the ticket numbers (when this type of thing occurs)? no, you have to patch RT (lib/RT/Interfaces/Email.pm:sub Gateway) or disallow the user to send a mail to a queue where the ticket doesn't belong to, by writing a MailPlugin (http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html#WRITING-PLUGINS ). -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT Training November 4 5 Los Angeles http://bestpractical.com/training -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Change AutoResponse Global Template based on time of the day
---BeginMessage--- Thank you Emmanuel! I was looking into it and since Perl is not my first language ;) I was thinking on using custom conditions something like listed here: http://requesttracker.wikia.com/wiki/CustomConditionSnippets The idea is to have 2 AutoResponse templates with different messages, one for daytime own done for after hours. When the ticket is created, this condition is evaluated and proper AutoResponse Template is used. I was thinking about something along these lines (snippet from the web): #!/usr/local/bin/perl @months = qw( Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec ); @days = qw(Sun Mon Tue Wed Thu Fri Sat Sun); ($sec,$min,$hour,$mday,$mon,$year,$wday,$yday,$isdst) = localtime(); print $mday $months[$mon] $days[$wday]\n; Modifying above script I can get the value of $hour and put it in the conditional statement: if ($hour = 8 $hour = 17) return 1 and in second template if ($hour 8 $hour 17) return 1 Am I on the right track? Thanks! Rad -- View this message in context: http://requesttracker.8502.n7.nabble.com/Change-AutoResponse-Global-Template-based-on-time-of-the-day-tp58825p58844.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ---End Message--- -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] porting over Asset Tracker info to a new instance
RT, Little more info... I have migrated\updated rt3 database to a fresh install of rt4.2.8. So I can bounce back and forth between rt3 database and rt4 database with $DatabaseName in RT_SiteConfig.pm. rt4 database has RT::Extension::Assets plugin working however the tables (rtxassets, rtxassets_id_seq, rtxcatalogs, rtxcatalogs_id_seq) aren't populated due to this being a fresh database. old rt3 build\database on the other hand had RTx::AssetTracker installed so it has the following tables\sequences that rt4 does not (at_assets, at_assets_id_seq, at_ips, at_ips_id_seq, at_ports, at_ports_id_seq, at_types, at_types_id_seq) Installing AT3.0 has given me some issues with both rt3 and rt4 database. It appears it's no longer supportd after rt4.0.0. We were hoping you guys could shed some light on this for us. How can we migrate our old Asset Tracker data into rt4 database or maybe get rt3 database fully functional on 4.2.8. Thanks, Willie William Clarke ITS System Administrator Bard College at Simon's Rock 84 Alford Road Great Barrington, MA 01230 (413) 528-7428 (voice) (413) 528-7405 (fax) wcla...@simons-rock.edu On 10/13/2014 4:29 PM, charlie derr wrote: Greetings, We've been using RT for several years and have a lot of data inside our old instance (which is running RT 3.8.4 with the Asset Tracker module). My colleague Will has done some good work with spinning up a new version (and with the help of the list getting it integrated with our LDAP) which is running 4.2.8. Both the new and the old are running off of postgres underneath. Does anyone have any advice about how we can most efficiently migrate over our custom asset types and asset information into the new version? thanks so much in advance, ~c -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Send email reminder fails with undefined value
I am having issues making your example work. I created /opt/rt4/local/html/MyCallbacks//Elements/ShowHistory/SkipTransaction and it contains the following: I restarted the webserver ,assigned permissions to the web user and deleted the mason cache. I don't see any changes on either screen, my guess is that the new code isn't even launching How RT knows that it will look for the SkipTransaction file if i created a new dir MyCallbacks I would prefer RT::Action::Notify to not mess with the ticket altogether. How is people doing if using cron? Emmanuel Lacour wrote local/html/Callbacks/YourOrg/Elements/ShowHistory/SkipTransaction: %init # Hide systems transaction (except comments/corresponds) in history by default $$skip = 1 if ( ( $r-uri $r-uri !~ /History.html/ ) ( ( $Transaction-Type $Transaction-Type =~ m/^(EmailRecord|CommentEmailRecord|CustomField)$/ ) || ( $Transaction-Field $Transaction-Field =~ m/^(Owner|Status|Queue|EeCustomer)$/ ) ) ); lt;/%initgt; %args $Transaction = undef $skip = undef lt;/%argsgt; -- View this message in context: http://requesttracker.8502.n7.nabble.com/Send-email-reminder-fails-with-undefined-value-tp58805p58847.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Fwd: Request tracker, time worked
When I wrote PF in the previous message, I should have instead wrote CF (for Customized Field). Thanks GH -- View this message in context: http://requesttracker.8502.n7.nabble.com/Fwd-Request-tracker-time-worked-tp58808p58848.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Emails to Queue Alias, still merge to other queue
Any chance you could point me in the right direction as to how to patch Email.pm to do the routing based on recipient email address? It would be impossible to manually block individual users from each queue that they are not suppose to email to, especially when we have customer support type queue. Thanks, Kevin On Wed, Oct 15, 2014 at 4:23 AM, Emmanuel Lacour elac...@easter-eggs.com wrote: Le 09/10/2014 21:41, Root Kev a écrit : Hello, We have setup aliases for sendmail that route incoming emails to the correct queue: Example: #RT Mailgate user for it it: |/opt/rt4/bin/rt-mailgate --queue 'it' --action correspond --url http://tracker.company.net/rt; it-comment: |/opt/rt4/bin/rt-mailgate --queue 'it' --action comment --url http://tracker.company.net/rt/; #RT Mailgate user for production production: |/opt/rt4/bin/rt-mailgate --queue 'production' --action correspond --url http://tracker.company.net/rt; production-comment: |/opt/rt4/bin/rt-mailgate --queue production --action comment --url http://tracker.company.net/rt/; We have started having an issue when an internal user forwards an email with [ company.com http://company.com #1234] that they have been CCed on, to a production support queue by changing the To address to the email address for that queue, but RT is seeing the original ticket number in the subject and is merging the email with the comment to the original ticket. This has caused comments meant for internal users, ie: Is this a bug? to be sent to a customer unintentionally. Is there any way to force RT to respect the incoming email/queue from rt-mailgate over merging by the ticket numbers (when this type of thing occurs)? no, you have to patch RT (lib/RT/Interfaces/Email.pm:sub Gateway) or disallow the user to send a mail to a queue where the ticket doesn't belong to, by writing a MailPlugin (http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html#WRITING-PLUGINS ). -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT Training November 4 5 Los Angeles http://bestpractical.com/training -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
