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<TITLE>RE: [rt-users] Removing content from client messages</TITLE>
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<P><FONT SIZE=2>We would like to be able to clean up what is in a ticket too. I understand that allowing someone to pull up a section of the comments would probably be technically difficult and would raise security questions. It would also make the RT 'master' copy different than what has been transmitted through email. You could mitigate some of those issues by keeping versions of each comment section and restricting who has the ability to invoke an 'edit'.</FONT></P>
<P><FONT SIZE=2>-----Original Message-----</FONT>
<BR><FONT SIZE=2>From: Anne Wilson [<A HREF="mailto:anne@unidata.ucar.edu">mailto:anne@unidata.ucar.edu</A>] </FONT>
<BR><FONT SIZE=2>Sent: Tuesday, December 14, 2004 7:46 PM</FONT>
<BR><FONT SIZE=2>To: Rick Rezinas</FONT>
<BR><FONT SIZE=2>Cc: rt-users@lists.bestpractical.com</FONT>
<BR><FONT SIZE=2>Subject: Re: [rt-users] Removing content from client messages</FONT>
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<P><FONT SIZE=2>Yeah, we can't do it before the ticket receiver sees it because that </FONT>
<BR><FONT SIZE=2>person needs the info for support purposes and also to identify any </FONT>
<BR><FONT SIZE=2>sensitive strings.</FONT>
</P>
<P><FONT SIZE=2>I guess what would be ideal would be if, once someone owns a ticket, </FONT>
<BR><FONT SIZE=2>after any further email from that client RT would somehow query the user </FONT>
<BR><FONT SIZE=2>to invoke the "sanitize" function. (This is assuming no one would send </FONT>
<BR><FONT SIZE=2>us sensitive info in an initial contact.) So, after each subsequent </FONT>
<BR><FONT SIZE=2>exchange with a client RT would ask "Sanitize?" and if the user said yes </FONT>
<BR><FONT SIZE=2>it would query for a string and sanitize it in the db.</FONT>
<BR><FONT SIZE=2>Any idea how hard would it be to add such a hook to RT? (assuming we </FONT>
<BR><FONT SIZE=2>write the actual sanitizing code).</FONT>
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<P><FONT SIZE=2>Anne</FONT>
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<BR>
<BR>
<P><FONT SIZE=2>Rick Rezinas wrote:</FONT>
<BR><FONT SIZE=2>> you can probably in the mailgate script, unless you want the sensitive</FONT>
<BR><FONT SIZE=2>> information visible to the person who receives the ticket initially but</FONT>
<BR><FONT SIZE=2>> do not want it stored in the database, in which case you'll need to</FONT>
<BR><FONT SIZE=2>> delve deeper.</FONT>
<BR><FONT SIZE=2>> </FONT>
<BR><FONT SIZE=2>> On Tue, 2004-12-14 at 16:22, Anne Wilson wrote:</FONT>
<BR><FONT SIZE=2>> </FONT>
<BR><FONT SIZE=2>>>Thanks Todd,</FONT>
<BR><FONT SIZE=2>>></FONT>
<BR><FONT SIZE=2>>>Yes, looks like it'll have to be through accessing the db directly. We </FONT>
<BR><FONT SIZE=2>>>don't want to delete messages entirely because we want the history.</FONT>
<BR><FONT SIZE=2>>></FONT>
<BR><FONT SIZE=2>>>As I mentioned to Jason D., I think we'd have to write a tool that takes </FONT>
<BR><FONT SIZE=2>>>as input the string we want to sanitize. The tricky part would be </FONT>
<BR><FONT SIZE=2>>>remembering to do that at the right time. Would that be a function we </FONT>
<BR><FONT SIZE=2>>>could call from a scrip? Or, would we have to get deeper into the code </FONT>
<BR><FONT SIZE=2>>>to call such a function at the "right time" from RT?</FONT>
<BR><FONT SIZE=2>>></FONT>
<BR><FONT SIZE=2>>>Anne</FONT>
<BR><FONT SIZE=2>>></FONT>
<BR><FONT SIZE=2>>></FONT>
<BR><FONT SIZE=2>>></FONT>
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<P><FONT SIZE=2>-- </FONT>
<BR><FONT SIZE=2>***************************************************</FONT>
<BR><FONT SIZE=2>Anne Wilson UCAR Unidata Program </FONT>
<BR><FONT SIZE=2>anne@unidata.ucar.edu P.O. Box 3000</FONT>
<BR><FONT SIZE=2> Boulder, CO 80307</FONT>
<BR><FONT SIZE=2>----------------------------------------------------</FONT>
<BR><FONT SIZE=2>Unidata WWW server <A HREF="http://my.unidata.ucar.edu/" TARGET="_blank">http://my.unidata.ucar.edu/</A></FONT>
<BR><FONT SIZE=2>****************************************************</FONT>
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<P><FONT SIZE=2>_______________________________________________</FONT>
<BR><FONT SIZE=2><A HREF="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users" TARGET="_blank">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</A></FONT>
</P>
<P><FONT SIZE=2>Be sure to check out the RT wiki at <A HREF="http://wiki.bestpractical.com" TARGET="_blank">http://wiki.bestpractical.com</A></FONT>
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