[rt-users] Send email when a ticket is deleted?

[Omen Wild]

Is there an easy way to have RT send an email when a ticket is deleted?
We get some spam to our queues and it would be nice to know if someone
already deleted it.

Thanks,
   Omen

-- 
Omen Wild
Systems Administrator
UC Davis
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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] Expanding ticket numbers

[Joel Bergmark]

Hi,

Got a bit confused regarding expanding current ticket numbers, tried google 
this but didn't find anything clear. Ee are using #123456 hence #99 
possible tickets? Problem is that due to spam and other unexpected high volume 
of tickets we are up to 13 already, this was much higher than anticipated 
after just a few months of use and soon this will increase even quicker.

Running postgresql  and doing below, will previous tickets be mismatched or 
what will happen in this case? Or is it even necessary will it just 
automatically expand beyond #99?

select setval('tickets_id_seq', );

Regards, Joel


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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
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Re: [rt-users] mail header use by RT

[Petr Hanousek]

Hi,
I've got an opposite problem: when I make a mail reply or forward, it
doesn't matter whether I change the subject (remove RT ID from it) or
not. And the mail is attached to the original ticked, although I wanted
to create a new one. It appears to me that RT is using the "References"
part in the header and the mail subject.

Problem is that if you forward the mail outside RT and change subject,
nobody then normally knows that it came from RT and therefore if you
then send such a mail back to RT, it would be routed elsewhere, than you
intended. I don't know whether it's the default behaviour or it's some
hack from my predecessor administrators.

So, could someone write here, what is the decision process in RT that
takes place for a mail to create new ticket or attaching it to an
existing one?
Thank you, Petr

On 2.5.2016 16:07, Albert Shih wrote:
> Hi everyone.
> 
> I got some issue about reply mail, some answer (to a mail come from RT) 
> create a new ticket instead
> to be merge to the original ticket.
> 
> I would like to known which header is use by RT to see it's a new mail or a
> old ticket.
> 
> I find in a mail header
> 
>   References: 
>   Message-ID: 
>   X-RT-Loop-Prevention: support.obspm.fr
>   X-RT-Ticket: support.obspm.fr #28939
>   X-Managed-BY: RT 4.2.12 (http://www.bestpractical.com/rt/)
>   X-RT-Originator: some@obspm.fr
> 
> Are they all be used or only X-RT-Ticket is used ?
> 
> Regards.
> 
> JAS
> 
> 
> 
> 
> --
> Albert SHIH
> DIO bâtiment 15
> Observatoire de Paris
> 5 Place Jules Janssen
> 92195 Meudon Cedex
> France
> Téléphone : +33 1 45 07 76 26/+33 6 86 69 95 71
> xmpp: j...@obspm.fr
> Heure local/Local time:
> lun 2 mai 2016 16:04:13 CEST
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> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
> 

-- 
+---+
   Petr Hanousek   e-mail: petr.hanou...@cesnet.cz
   MetaCentrum User Supportphone: +420 950 072 112
   CESNET z.s.p.o. mobile: +420 606 665 139
   location: Zikova 13a, Praha room: 32b
Czech Republic
+---+
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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] remove large attachments and replace with download link

[Christian Loos]

Am 07.06.2016 um 23:23 schrieb Hugo Escobar:
> We need to give our users the possibility of receiving large files (say
>> 10MB)
> 
> Knowing the attachment size limit all email services impose, we thought
> there should be a way to tell RT to replace large attachments with a
> download
> link when constructing the email message allowing the user to access those
> files.
> 
> I've been searching the internet to no avail.
> 
> Any help will be appreciated

This is possible in RT 4.4 if you use ExternalStorage Type "AmazonS3"
[1] and activate the "Direct Linking" feature [2].

Chris

[1] https://docs.bestpractical.com/rt/latest/RT_Config.html#External-storage
[2]
https://docs.bestpractical.com/rt/latest/RT/ExternalStorage/AmazonS3.html#Direct-Linking
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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016