Re: [rt-users] Reply/Comments to include previous message attachments.
Can i please get a reply for this thread? thanks a lot Luong On Thu, May 10, 2012 at 12:12 PM, Luong Bui Duc wrote: > Hi, > > I have RT 4.0.4 and currently users requested to have previous > email(original email) attachments to be added to correspondence/reply so > they don't have to manually download each attachment and attach in > correspondence. I'm pretty sure this feature is implemented, but just can't > find it. Could you please help me out here. Thanks a lot > > -- > Regards, > > Bui Duc Luong > > -- Regards, Bui Duc Luong
Re: [rt-users] Forwarded emails from users to Queue A with subject tag of Queue B doesn't create new tickets queue A, instead RT appends ticket in queue B with matching ticketId.
Hi Ruslan, Thanks for response. Could you please tell me what i need to edit/modify to change this behavior? Thanks, Luong On Fri, May 18, 2012 at 6:26 PM, Ruslan Zakirov wrote: > On Fri, May 18, 2012 at 7:52 AM, Luong Bui Duc > wrote: > > Hi, > > > > We have the case where user/customer forwards email with subject tag of > > queue B to queue A email. Apparently, RT doesn't create new ticket in > queue > > A, instead it appends existing ticket in Queue B with matching ticketID. > > > > Is this expected behavior? I even tried to setup a brand new RT instance > > without modifying any settings, but same thing still happening. Any help > to > > figure this out is greatly appreciated. > > Yes, this is expected. > > > > -- > > Regards, > > > > Bui Duc Luong > > > > > > -- > Best regards, Ruslan. > -- Regards, Bui Duc Luong
[rt-users] Forwarded emails from users to Queue A with subject tag of Queue B doesn't create new tickets queue A, instead RT appends ticket in queue B with matching ticketId.
Hi, We have the case where user/customer forwards email with subject tag of queue B to queue A email. Apparently, RT doesn't create new ticket in queue A, instead it appends existing ticket in Queue B with matching ticketID. Is this expected behavior? I even tried to setup a brand new RT instance without modifying any settings, but same thing still happening. Any help to figure this out is greatly appreciated. -- Regards, Bui Duc Luong
[rt-users] Reply/Comments to include previous message attachments.
Hi, I have RT 4.0.4 and currently users requested to have previous email(original email) attachments to be added to correspondence/reply so they don't have to manually download each attachment and attach in correspondence. I'm pretty sure this feature is implemented, but just can't find it. Could you please help me out here. Thanks a lot -- Regards, Bui Duc Luong
[rt-users] Editing /opt/rt4/share/html/Ticket/Elements/ShowTransactionAttachments to show HTML in display ticket body breaks RT interface.
Hi, I'm trying to set RT so it shows the HTML tables/hyperlinks directly in Display ticket page. My RT_SiteConfig.pm includes PreferRichText & TrustHTMLAttachments 1, but that only seems to work when user downloads ticket as attachment. I edited some code in this file: /opt/rt4/share/html/Ticket/Elements/ShowTransactionAttachments uncommented these 2 lines: Line 209: #$content = $m->comp( '/Elements/ScrubHTML', Content => $content ); Line 230: #$content = $m->comp( '/Elements/ScrubHTML', Content => $content ); This seems to do the trick, but interface of RT has changed too, now buttons are underlined and labels are in blue color as hyperlinks. Please let me know what is the proper way to achieve this without breaking RT? -- Thanks a lot, ~L
[rt-users] Outgoing reply/comments HTML
Dear RT, I'm trying to configure RT 4.0 to send all outgoing mails using HTML instead of plain text to include all hyperlinks/tables. I edited Sendmail.pm to following: my $type = 'text/html'; RT now send all emails in HTML but all formatting is still lost, could you pls let me know which part handles HTML stripping for reply/comments? Thanks -- Regards, ~Luong
[rt-users] Editing Email.pm to not ParseTicketId if Requestor is equal to 'X'
Dear RT,
I'm trying to edit /opt/rt4/lib/RT/Interface/Email.pm sub
called ParseTicketId to not return ticket $id if Requestor email is equal
to 'x...@y.com' but unfortunately after editing it, mailgate start throwing me
errors. Here is my code(in Bold is what i added to original RT code):
*sub ParseTicketId {*
*my $Subject = shift;*
*my $head = shift;*
*my ( $Sender, $junk ) = ParseSenderAddressFromHead($head);*
*my $rtname = RT->Config->Get('rtname');*
*my $test_name = RT->Config->Get('EmailSubjectTagRegex') ||
qr/\Q$rtname\E/i;*
*
*
*my $id;*
*if ( $Sender =~ m/x\@y\.com/ ) {*
*
*
*return undef;*
*} else {*
*if ( $Subject =~ s/\[$test_name\s+\#(\d+)\s*\]//i ) {*
*$id = $1;*
*} else {*
*foreach my $tag ( RT->System->SubjectTag ) {*
*next unless $Subject =~ s/\[\Q$tag\E\s+\#(\d+)\s*\]//i;*
*$id = $1;*
*last;*
*}*
*}*
*return undef unless $id;*
*
*
*$RT::Logger->debug("Found a ticket ID. It's $id");*
*return $id;*
*}*
*}*
And logs show following:
*RT server error.*
*
*
*The RT server which handled your email did not behave as expected. It*
*said:*
*
*
*Can't call method "get" on an undefined value at
/opt/rt4/sbin/../lib/RT/Interface/Email.pm line 1075.*
*
*
*Stack:*
* [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1075]*
* [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1210]*
* [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1439]*
* [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]*
*
*
*fetchmail: MDA returned nonzero status 75*
I'm pretty new to RT and Perl itself, so i hope you can point me to the
right directions.
--
Thanks a lot,
L
