Re: [rt-users] What is $HideUnsetFieldsOnDisplay?
On Mon, Oct 03, 2016 at 02:11:32PM -0400, Alex Hall wrote: > Hi all, > The only note for the configuration variable in the docs says "hides unset > fields on ticket display", which I knew from the variable name. But what is > an unset field, and is this on ticket creation as well? How do I unset a > field, or does it mean a field not filled in during ticket creation? I > hoped I could unset a few fields my work will never need, to take away some > clutter, such as 'time worked' or the article selection on a ticket reply. > Thanks for any explanations. > > -- > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com Hi Alex, When you are looking at the ticket display, the custom fields and their values are listed, even ones that do not currently have a value. Setting this config option determines whether empty value fields will be displayed. In 4.4, this is a per-user preference setting. Regards, Ken - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
[rt-users] What is $HideUnsetFieldsOnDisplay?
Hi all, The only note for the configuration variable in the docs says "hides unset fields on ticket display", which I knew from the variable name. But what is an unset field, and is this on ticket creation as well? How do I unset a field, or does it mean a field not filled in during ticket creation? I hoped I could unset a few fields my work will never need, to take away some clutter, such as 'time worked' or the article selection on a ticket reply. Thanks for any explanations. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Excluding Commands from CommandbyMail parsing
Hi.
Dunno if it is the best way, but what I do it in RT 4.4.1 is edit the file:
/opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm
Around line 349 look for this block of code, and add the line indicated with
the plus (+) in front of it (without including the plus sign itself).
my $found_pseudoheaders = 0;
foreach my $line (@content) {
next if $line =~ /^\s*$/ && ! $found_pseudoheaders;
+ last if $line =~ m/^(from:|cid:)/i;
last if $line !~ /^(?:(\S+(?:{.*})?)\s*?:\s*?(.*)\s*?|)$/;
last if not defined $1 and $found_pseudoheaders;
next if not defined $1;
What this does is bail out of processing further lines as mail commands once it
finds a line beginning with “From: “ (e.g. from a forwarded email).
It ALSO drops out if it finds “cid:”, which we sometimes saw with inline images
being forwarded.
Please note that on older versions of RT, this block of code was found
somewhere around line 228 in:
/opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm
Thanks,
Brent
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
Chris McClement
Sent: Sunday, October 02, 2016 7:56 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Excluding Commands from CommandbyMail parsing
I've implemented the CommandbyMail extension
(http://search.cpan.org/dist/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm)
in my RT 4.4.4 installation. It works well - almost too well! I am getting
"Extended Mailgate Errors" returned because the plugin is parsing the message
body for "Command: value" (which it is meant to do) and picking up, in emails
forwarded to RT:
"To: x...@abc.com"
"From: x...@abc.com"
"sent: the_date_sent"
And trying to process them as commands.
In addition, forwarded emails have "Subject: [Support ID #12345]
some_new_subject" and this is changing the subject of the RT job to the new
subject, which is different from the subject used when the ticket was
originally created.
Is there a way to stop CommandbyMail from parsing "to:" "from" and "sent:" as
commands, or at least configuring it to not return errors when it fails to
match it to a valid command? And is there a way to prevent parsing "Subject:
" so that my subjects no longer change?
-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017
