Re: [rt-users] connecting correspondence to existing tickets
On Wed, Mar 05, 2014 at 10:57:03AM -0500, Kevin Falcone wrote: You've described the workflow of RT-Extension-Nagios which you can probably steal code from. Alternately, if you don't want to create the ticket and then merge it, you could use an override of ExtractTicketId to 'fake' the existence of RT's subject tag so that RT will just append to the existing ticket. Documentation for those methods will be in a later release, currently here: https://github.com/bestpractical/rt/commit/7addb5fbabc298fc4bf8565998d3c64b746826e1 and it references another extension you can examine to see how it works. Thank you, Kevin! Super helpful, as always. -- Eleanor J. Piglet Evans, e...@panix.com Customer Support, (212) 741-4400 -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] connecting correspondence to existing tickets
I have a situation where I am receiving updates from another automated ticketing system which do not include our ticket tag, but do use their own trouble ticket number in the Subject line. I want to attach all the traffic from those updates to the same ticket. The simplest way appears to be check on create to see if the new ticket is from specific sender, filter their trouble ticket number out of the Subject line, and look for that value in the custom field of an existing ticket. If I find one, merge the new ticket into that old ticket. If not, set the custom field of this new ticket. Am I missing something easier in the new RT? I started w/ 3.8, but we're up to 4.2.2 now and I may have missed some new helpful features... -- Eleanor J. Piglet Evans, e...@panix.com Customer Support, (212) 741-4400 -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] original date from email bounced to RT
Most of our incoming support queries go directly to the ticketing
system, but some wind up in mailboxes and are then bounced to the
correct queue. Occasionally, the queries are time-sensitive, and we
need to know when they came in without having to look at the full
ticket history.
I had to dig a bit to figure out how to get to the correct header so I
thought I'd share this tip, to save anyone else the work:
To add a Date: header to your template body with the original date of
the transaction, when it may have been bounced from a received inbox
to the ticketing system at a later time (defaults to transaction
create date):
Date: {$Transaction-Attachments-First-GetHeader('Date') ||
$Transaction-CreatedAsString}
--
Eleanor J. Piglet Evans, e...@panix.com
Customer Support, (212) 741-4400
[rt-users] Mac Mail 5.3 RT threading
We are using RT 4.0.2, and are having problems with messages in recent Mac Mail (5.3) not threading properly. I modified our comment template to put Re: at the beginning of the subject, before the SubjectTag, and that helped, but has not entirely fixed the problem. Is anyone else dealing with this, or have helpful suggestions about how to fix threading? -- Eleanor J. Piglet Evans, e...@panix.com Customer Support, (212) 741-4400
Re: [rt-users] Non-Mandatory CF is being required
On Mon, May 10, 2010 at 02:15:36PM -0400, Jeff Blaine wrote: Name:Occurred Date Applies to: Tickets Type:Enter multiple values Validate:(?#-MM-DD)^\d\d\d\d-\d\d-\d\d$ Creating a new ticket via the web GUI is rejected with: Occurred Date: Input must match [-MM-DD] It must match the regex, so include the optional within it: (?#Digits)^[\d.]*$ instead of the provided (?#Digits)^[\d.]+$ for example. (?#-MM-DD)^(\d\d\d\d-\d\d-\d\d|)$ -- Eleanor J. (Piglet) Evans, e...@panix.com Customer Support, (212) 741-4400 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Ticket SQL date math
Can Ticket SQL handle date math? I want to search for tickets with more than 24 hours between Told and LastUpdated, but can't find examples thereof. -- Eleanor J. (Piglet) Evans, e...@panix.com Customer Support, (212) 741-4400 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Possible to forward a ticket (including CFs) out of RT via email?
On Thu, Mar 04, 2010 at 09:13:54PM -0500, Kevin Falcone wrote: On Thu, Mar 04, 2010 at 05:25:40PM -0500, Eleanor J. Evans [Panix Staff] wrote: On Tue, Mar 02, 2010 at 06:46:20PM -0600, John Hascall wrote: Is it possible to forward a ticket (including any custom fields) out of RT via email? 3.8.7 will forward the correspondence from a ticket, but you would have to add the custom fields to its behavior. And it contains a Template that lets you add in the custom fields Thank you for pointing that out! It had totally failed to occur to me and is extremely useful. -- Eleanor J. (Piglet) Evans, e...@panix.com Customer Support, (212) 741-4400 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Possible to forward a ticket (including CFs) out of RT via email?
On Tue, Mar 02, 2010 at 06:46:20PM -0600, John Hascall wrote: Is it possible to forward a ticket (including any custom fields) out of RT via email? 3.8.7 will forward the correspondence from a ticket, but you would have to add the custom fields to its behavior. -- Eleanor J. (Piglet) Evans, e...@panix.com Customer Support, (212) 741-4400 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] forward ticket transaction system record
RT doesn't seem to record forwards of tickets transactions. Am I just missing something, or do I need to add it? -- Eleanor J. (Piglet) Evans, e...@panix.com Customer Support, (212) 741-4400 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] comments and correspond by mail
On Wed, Feb 03, 2010 at 09:32:39PM +0100, Albert Shih wrote: After a new ticket is create (by mail), RT send a mail to the requester and to the watcher of the queue. I would like to known how the watcher can put a comment to this ticket using the mail ? When the watcher reply to the RT mail, this mail is a ?correspond?. How can the watcher make just a comment (don't send to the requester). Change the To: to the comment address. I've actually adjusted our scrips so AdminCCs get as comment. That way, they have to change the To: to the correspond address to write to Requestors. -- Eleanor J. (Piglet) Evans, e...@panix.com Customer Support, (212) 741-4400 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Description of new privileges
On Thu, Jan 14, 2010 at 04:27:47PM -0500, Shawn M Moore wrote: Not quite. We have documentation about dashboards at: http://blog.bestpractical.com/2009/02/rt-38-tutorial-dashboards.html http://wiki.bestpractical.com/view/ManualDashboards If you still have questions after reading these, I'd be happy to answer them. I do! When setting an every-other-week subscription, how do I control on which week it starts? I've got one set up that's on the wrong week right now. -- Eleanor J. (Piglet) Evans, e...@panix.com Customer Support, (212) 741-4400 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to Search Resolved Tickets How to Backup RT DB?
On Wed, Jan 20, 2010 at 01:58:51PM -0800, Allen wrote: ?1. ?How can I modify RT so that when I search in the ?quick search? box at the top right of the page it searches all tickets, including resolved tickets? The answer to that is in the wiki Here: http://wiki.bestpractical.com/view/Quicksearch -- Eleanor J. (Piglet) Evans, e...@panix.com Customer Support, (212) 741-4400 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] stripping HTML : redo as RT::Action::Archive?
On Thu, Dec 24, 2009 at 12:34:44PM -0500, Eleanor J. Evans [Panix Staff] wrote:
I've got a scrip template that saves comments or correspondence to a
customer's e-mail archive. I'd like to save the messages as
text/plain instead of text/html. I'm working in a 3.8.5 installation
that's been patched to 3.8.7.
I want to strip the HTML from messages posted via the web. There must
be an elegant RT way to do it, since that's how RT sends its e-mail
for those transactions.
So I was about to write again and ask for more help, now that I've
gotten much further but am still stuck. But the process of composing
the mail clarified my error, and now it works! So, thanks, guys. I
really appreciate the brainstorming. :-).
In case anyone is tackling a similar problem, I'll share my solution
for the archives, and also ask a question -- should I redo this as an
RT::Action subclass? As you can see, I've stuffed a lot of code in
these templates, and I seem to recall having read somewhere that is
not a recommended practice.
There are 2 scrips associated templates, one for archiving messages
as they come in to a ticket where the customer id custom field has
already been set, and a second one for archiving past messages on a
ticket when the customer id field is updated.
Description: On Correspond or Comment Archive
Condition: User Defined
Action: Notify Other Recipients
Template: Global template: Archive
Stage: TransactionCreate
Condition:
return 0 unless ($self-TransactionObj-Type eq 'Correspond') or
($self-TransactionObj-Type eq 'Comment') or ($self-TransactionObj-Type eq
'Create');
return 1 if $self-TicketObj-CustomFieldValues('CustIDs')-Count;
return 0;
Global template: Archive
To: e...@panix.com
RT-Attach-Message: yes
X-Archive-Custids: {my $custids;
my $CFV = $Ticket-CustomFieldValues('CustIDs');
while (my $CID = $CFV-Next) {
$custids .= $CID-Content . ' ';
}
$custids}
Please archive me in CustIDs: {my $custids;
my $CFV = $Ticket-CustomFieldValues('CustIDs');
while (my $CID = $CFV-Next) {
$custids .= $CID-Content . ' ';
}
$custids}
{my $content = $Transaction-ContentObj;
my $headers = $content-Headers();
$headers .= \nFrom: . $Transaction-CreatorObj-EmailAddress unless $headers
=~ m/^From: /m;
$headers .= \nTo: . ($Transaction-Type eq 'Comment' ?
$Ticket-QueueObj-CommentAddress : $Ticket-QueueObj-CorrespondAddress)
unless $headers =~ m/^To: /m;
$headers .= \nDate: . $Transaction-Created unless $headers =~ m/^Date: /m;
$headers .= \nSubject: . $Transaction-Subject || $Ticket-Subject unless
$headers =~ m/^Subject: /m;
$headers}
{$Transaction-Content()}
Description: On CustID Change Archive
Condition: User Defined
Action: Notify Other Recipients
Template: Global template: Back Archive
Stage: TransactionCreate
Condition:
return 0 unless (($self-TransactionObj-Type eq CustomField
$self-TransactionObj-Field == 2) and
($self-TransactionObj-OldValue ne $self-TransactionObj-NewValue));
return 1 if $self-TransactionObj-NewValue;
return 0;
Global template: Back Archive
To: e...@panix.com
RT-Attach-Message: yes
X-Archive-Custids: {$Transaction-NewValue}
Please archive me in CustID: {$Transaction-NewValue}
{ my $resolved_message;
my $transactions = $Ticket-Transactions;
$transactions-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
$transactions-Limit( FIELD = 'Type', VALUE = 'Create' );
while (my $transaction = $transactions-Next) {
my $attachment = $transaction-ContentObj;
my $mime = $attachment-ContentAsMIME-dup;
$mime-head-mime_attr(content-type = text/plain);
RT::I18N::SetMIMEEntityToEncoding( $mime,
RT-Config-Get('EmailOutputEncoding'),
'mime_words_ok', );
$headers = $mime-header_as_string();
chomp($headers);
$headers .= \nFrom: . $attachment-CreatorObj-EmailAddress unless
$headers =~ m/^From: /m;
$headers .= \nTo: . ($transaction-Type eq 'Comment' ?
$Ticket-QueueObj-CommentAddress : $Ticket-QueueObj-CorrespondAddress)
unless $headers =~ m/^To: /m;
$headers .= \nDate: . $transaction-Created unless $headers =~ m/^Date:
/m;
$headers .= \nSubject: . $transaction-Subject || $Ticket-Subject unless
$headers =~ m/^Subject: /m;
$resolved_message .= $headers;
$resolved_message .= \n\n;
$resolved_message .= $transaction-Content();
$resolved_message .= \n\n\n;
}
$resolved_message;
}
There's a procmail recipe at the receiving end that splits the
forwarded messages, discarding the first part:
:0:
* ^X-Archive-Custids: \/[0-9]+
| formail +1 -ds /path/to/archives/${MATCH}
--
Eleanor J. (Piglet) Evans, e...@panix.com
Customer Support, (212) 741-4400
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http
[rt-users] stripping HTML
I've got a scrip template that saves comments or correspondence to a
customer's e-mail archive. I'd like to save the messages as
text/plain instead of text/html. I'm working in a 3.8.5 installation
that's been patched to 3.8.7.
I want to strip the HTML from messages posted via the web. There must
be an elegant RT way to do it, since that's how RT sends its e-mail
for those transactions.
Here's the relevant snippet of my template:
{$headers = $Transaction-Attachments-Next-Headers();
$headers .= \nFrom: .
$Transaction-Attachments-Next-CreatorObj-EmailAddress unless $headers =~
m/^From: /m;
$headers .= \nTo: . $Ticket-QueueObj-CorrespondAddress unless $headers =~
m/^To: /m;
$headers}
{$Transaction-Attachments-Next-Content()}
Should I be trying to call AddAttachments here, or something? Any
pointers much appreciated. Thanks.
--
Eleanor J. (Piglet) Evans, e...@panix.com
Customer Support, (212) 741-4400
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] unparsed e-mail available?
I'm working on a scrip to store past correspondence on a ticket in a
customer's e-mail archive when a customer id (custom field value) is
added to a ticket. I've got everything working, except that I'd
really like to send the original, unparsed e-mail, not what I'm
extracting from the message objects. Is there an accessor for that?
Here's the relevant section of my template:
{ my $transactions = $Ticket-Transactions;
$transactions-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
$transactions-Limit( FIELD = 'Type', VALUE = 'Create' );
while (my $transaction = $transactions-Next) {
my $attachments = $transaction-Attachments;
while (my $message = $attachments-Next) {
next unless $message-ContentType =~
m!^(text/html|text/plain|message|text$)!i;
my $content = $message-Content;
next unless $content;
next if $last_content eq $content;
$last_content = $content;
# now I create subject, from time headers
# would prefer original e-mail!
my $subject = ($message-Subject || $Ticket-Subject);
my $wrapper = Text::Wrapper-new(columns=70);
$content = $wrapper-wrap($content);
$archived_message .= Subject: ;
$archived_message .= $subject;
$archived_message .= \n;
$archived_message .= From: ;
$archived_message .= $message-CreatorObj-RealName ||
$message-CreatorObj-EmailAddress;
$archived_message .= \n;
$archived_message .= Time: ;
$archived_message .= $message-CreatedObj-AsString;
$archived_message .= \n;
$archived_message .= \n;
$archived_message .= $content\n;
$archived_message .= \n;
}
}
$archived_message;
}
--
Eleanor J. (Piglet) Evans, e...@panix.com
Customer Support, (212) 741-4400
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] unparsed e-mail available?
On Thu, Dec 10, 2009 at 12:49:56PM -0500, Eleanor J. Evans [Panix Staff] wrote: I'm working on a scrip to store past correspondence on a ticket in a customer's e-mail archive when a customer id (custom field value) is added to a ticket. I've got everything working, except that I'd really like to send the original, unparsed e-mail, not what I'm extracting from the message objects. Is there an accessor for that? D'oh! Yes. Cf., html/Ticket/Attachment/WithHeaders/dhandler $m-out( $AttachmentObj-Headers ); $m-out( $AttachmentObj-OriginalContent ); -- Eleanor J. (Piglet) Evans, e...@panix.com Customer Support, (212) 741-4400 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Extractcustomfield missing scripaction
On Thu, Dec 10, 2009 at 01:42:40PM -0500, Jason Ledford wrote: I have just install the extract custom field module from cpan. I have added the plugin to RT and I can see it from the System Config page that shows it is loaded. There are no errors reported in the log. When I go to create a new scrip, either global or in the queue, I don't have the action Extract Custom Field. All the posts and documentation I can find doesn't mention anything in between those steps. What am I missing? When you say I can see it from the System Config page, do you see it in a) Loaded perl modules b) RT Config : core config : Plugins and c) Perl Include Paths (@INC)? If it's not in b), you need to add Set( @Plugins, qw(RT::Extension::ExtractCustomFieldValues) ); to your RT_SiteConfig.pm. -- Eleanor J. (Piglet) Evans, e...@panix.com Customer Support, (212) 741-4400 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT-OnlineDocs
Is RT-OnlineDocs worth installing? It looks helpful. How do you interrogate the RT API? perldoc? RT-OnlineDocs? Or something else? -- Eleanor J. (Piglet) Evans, e...@panix.com Customer Support, (212) 741-4400 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Acknowledgment Emails
On Wed, Dec 09, 2009 at 09:46:39AM -0500, boxy...@gmail.com wrote: Is there a way to disable sending acknowledgment Emails when a user is automatically added when an Email request is received? Delete your On Create Autorespond scrip, then put it back when you want to autorespond. (Or edit the Autorespond template to e-mail it to yourself during the testing period. There's more than one way to do it!) -- Eleanor J. (Piglet) Evans, e...@panix.com Customer Support, (212) 741-4400 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Users with minimal rights now have full rights - why?
On Sun, Nov 29, 2009 at 03:20:14PM -0800, John David Chapman wrote: OK, Lets take this step by step. I?m John Chapman, and my Customer is Joe Bloggs. So?. I log in using my superuser account ?John Chapman?. I goto ConfigurationGlobalUser Rights, and see that ?Joe Bloggs? rights are only set to ?create ticket? and ?commentonticket?. Good. That?s what I want. BUT when I log into Joe Bloggs account he can do everything just like he is a superuser. I don?t want Joe Bloggs to be able to do that :-( Now go to ConfigurationGlobalGroup Rights and inspect the rights granted to Everyone and to Privileged. -- Eleanor J. (Piglet) Evans, e...@panix.com Customer Support, (212) 741-4400 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ignoring queue AdminCC for owned tickets
On Fri, Nov 27, 2009 at 01:14:39PM +, David X. Glover wrote: Currently, each of our queues have a group of people set as the AdminCC, so that group is emailed whenever any changes happen to the tickets in that queue. I want to make it more granular, so that if a ticket has an owner, instead of emails going to the AdminCCs for the queue, it only goes to that person, and the requestors. Un-owned tickets should still send emails to the AdminCC list for the queue. Is that possible? Perhaps I am missing something, because that looks obvious. Add scrips with user defined conditions. Description: On Correspond Owned Notify Owner, Requestors Condition: User Defined Action: Notify Owner, Requestors * Template: whatever you use for correspondence in this queue Custom condition: return 0 unless $self-TransactionObj-Type eq 'Correspond'; return 1 if $self-TicketObj-Owner; return 0; * if Notify Owner, Requestors isn't one of your actions, you can add it using the instructions here: http://wiki.bestpractical.com/view/ScripAction INSERT Into ScripActions( Name, Description, ExecModule, Argument, Creator, Created, LastUpdatedBy, LastUpdated ) VALUES ( 'Notify Owner, Requestors', 'Sends mail to the Owner and Requestors', 'Notify', 'Owner,Requestors', 1, NOW(), 1, NOW() ); Description: On Correspond Unowned Notify AdminCcs Condition: User Defined Action: Notify AdminCcs Template: whatever you use for correspondence in this queue Custom condition: return 0 unless $self-TransactionObj-Type eq 'Correspond'; return 0 if $self-TicketObj-Owner; return 1; Include or $self-TransactionObj-Type eq 'Comment' to taste. Is this the RT way of doing it, or is there a more elegant way? -- Eleanor J. (Piglet) Evans, e...@panix.com Customer Support, (212) 741-4400 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
