Re: [rt-users] Recognize tickets created via email or via web
On 21/03/2013 12:38, Michele Bergonzoni wrote: I have a custom scrip where I want to distinguish whether the ticket was created via email or via web. Now I am looking at ther Received: header of the first attachment of the first transaction of the ticket: [...] This apparently works and has insofar not misclassified, but seems quite ugly to me. For example, future versions of RT could add a Received: with the IP address where the web connection came from (many webmails do that). I didn't even try with a ticket created via CLI. Can anyone suggest a better and future-proof approach? well that's what I used to used since a long time and it still works ;) if you look at the transactions and attachments table, there is currently no dedicated field/header set by RT to distinguish those transactions. SO as of now, looking at the Received header looks the best solution. -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com
Re: [rt-users] Recognize tickets created via email or via web
On 03/22/2013 05:19 PM, Emmanuel Lacour wrote: On 21/03/2013 12:38, Michele Bergonzoni wrote: I have a custom scrip where I want to distinguish whether the ticket was created via email or via web. Now I am looking at ther Received: header of the first attachment of the first transaction of the ticket: [...] This apparently works and has insofar not misclassified, but seems quite ugly to me. For example, future versions of RT could add a Received: with the IP address where the web connection came from (many webmails do that). I didn't even try with a ticket created via CLI. Can anyone suggest a better and future-proof approach? well that's what I used to used since a long time and it still works ;) if you look at the transactions and attachments table, there is currently no dedicated field/header set by RT to distinguish those transactions. SO as of now, looking at the Received header looks the best solution. Another option would be to modify RT::Interface::Email.pm and RT::Interface::Web.pm to insert the desired header into the generated message (in the case of Web.pm) or parsed email (in the case of Email.pm). You could probably make a convincing case for such a patch to be accepted into RT proper, at least for adding a header to Web.pm generated messages; probably harder to argue modification of externally originated mail for Email.pm. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training Services
Re: [rt-users] Recognize tickets created via email or via web
Michele, if you upgrade to RT 4.0.9 you can use the X-RT-Interface
header. The potential values are Email, Web, Mobile, REST, and API.
Craig,
Another option would be to modify RT::Interface::Email.pm and
RT::Interface::Web.pm to insert the desired header into the generated
message (in the case of Web.pm) or parsed email (in the case of
Email.pm). You could probably make a convincing case for such a patch to
be accepted into RT proper...
This is exactly what we've done:
tom@whaam rt (4.0-trunk=) $ git ack 'X-RT-Interface'
lib/RT/Interface/Email.pm
1567:$head-replace('X-RT-Interface' = 'Email');
lib/RT/Interface/Web.pm
2077:X-RT-Interface = $args{Interface},
2121:$Message-head-delete('X-RT-Interface');
lib/RT/Ticket.pm
2243:$args{'MIMEObj'}-head-replace('X-RT-Interface' = 'API')
2244:unless $args{'MIMEObj'}-head-get('X-RT-Interface');
share/html/REST/1.0/Forms/ticket/comment
95:'X-RT-Interface' = 'REST',
share/html/REST/1.0/Forms/ticket/default
192:'X-RT-Interface' = 'REST',
share/html/REST/1.0/ticket/comment
112:'X-RT-Interface' = 'REST',
Re: [rt-users] Recognize tickets created via email or via web
Il 22/03/2013 17.48, Thomas Sibley wrote: Michele, if you upgrade to RT 4.0.9 you can use the X-RT-Interface header. The potential values are Email, Web, Mobile, REST, and API. Many thanks to you and to other people who pointed this out privately, this is exactly what I was looking for. Regards, Bergonz -- Ing. Michele Bergonzoni - Laboratori Guglielmo Marconi S.p.a. Phone:+39-051-6781926 e-mail: berg...@labs.it alt.advanced.networks.design.configure.operate
