[rt-users] RT Content-Type default to text/html

[Narayanaswamy, Nagaraj]

Hello,

Based on setting the content-type to text/html, looks like RT would send it as 
multi-part message with both text and HTML as attachments.

https://github.com/bestpractical/rt/blob/rt-3.8.7/docs/templates.pod#Special_Headers

I was wondering if there is a way to always have the default email  as HTML, 
and does not go out as multi-part email. Basically the email can be viewed 
directly in Outlook and other email clients supporting HTML rather than asking 
users to open attachments explicitly.

Thanks,

[rt-users] HTML/Richtext email with RT

[Narayanaswamy, Nagaraj]

We have been running RT 3.8.7 on ubuntu 10.10 for about a month now  and almost 
all of our ticket creation is via the email interface. Our user's email client 
is Outlook and most of the time when our helpdesk responds  they answer via 
email too. The complaint I hear is that all the font, font color, font size is 
all lost when it goes out of RT.

I've seen an article on contribution Wiki

http://requesttracker.wikia.com/wiki/SendHTMLEmail

Is this the way to go? Or do you guys have other recommendations?

I also tried setting the RichText in SiteConfig.pm and restarting Apache, no 
luck with it.

Set($PreferRichText, 1);

Thanks,

[rt-users] Forwarding email to RT

[Narayanaswamy, Nagaraj]

Are there any best approaches to forwarding email to RT on somebody's behalf 
and make them the Requestor.

I have installed Command-By-Mail and it works fine as long as users don't 
forget to put Requestor:email address in the first part of the email.

If they forward the email without those commands and Commands-By-mail is trying 
to interpret From:, To:  as commands and failing.

If I forward it and then go into RT web interface to change the requestor, is 
there a way for the requestor to get the original ticket creation email??

Any suggestions would be greatly appreciated.

[rt-users] Adding a mailto link on the login page

[Narayanaswamy, Nagaraj]

Hi,

I was wondering if there is an example out somewhere which shows how to add a 
mailto link or something like that in case the user cannot login to RT to even 
open a ticket, may be a mail to RT administrator?

Thanks,

[rt-users] RTFM Content from SelfService

[Narayanaswamy, Nagaraj]

Is there a way for unprivileged users to view existing RTFM articles and the 
contents using SelfService? We are running RT 3.8.7 using RTFM 2.4.2 and for 
unprivileged users even after giving ShowACL, ShowArticle, See Class and 
SeeCustomField rights, we are unable to see the Content field. Is there any 
other rights that I need to provide. I saw some posts where some folks have 
gotten it to work in SelfService.

[rt-users] Avoid ticket creation if not in the To address

[Narayanaswamy, Nagaraj]

Is there any way in RT where we could avoid ticket creation if the Request 
Tracker is not part of To list. We have emails auto creating tickets from 
some novice users who just CC emails to the Request tracker and most of them 
they are not intended to be tickets, instead in these scenarios we just want to 
fwd the email to another email alias.

Any help would be appreciated.

[rt-users] User Display List Restriction..

[Narayanaswamy, Nagaraj]

Hello RT Gurus,

A RT newbie question..

Is there a way to restrict the list of users to only the users of the queue??  
We have several queues here and when a tickets comes into a particular queue, 
and if a person managing the queue for that day wants to assign the ticket to a 
particular user, all the users registered in RT are displayed, which might be 
the entire company .

 Instead here we would like to restrict it to only the users with authority to 
work on the queue.

Thanks,