Rithy,<br><br>If someone is sending an email to RT aND adding their own Cc's (as opposed to letting RT take care of that with watchers and email notifications), it would be better to put the RT address in the BCc address. The reason is ..... a lot of your users getting that original NON-RT email may want to do a "Reply All" and since that original email they received does NOT have a ticket reference in the subject line, RT will get that "Reply All" with no ticket number reference and it WILL create a new ticket. It is FAR FAR better to make sure the RT Queue has the correct watchers, etc. and let RT copy all the appropriate people. Now, keep in mind that if you do NOT have all the appropriate people listed as watchers for a Queue, you can have RT automatically add them as "Ticket" Cc's, which would then mean that RT WILL STILL send out all the correspondence to the appropriate list of people.<br>
<br>So, set up the Queue's with the appropriate watchers, set up the appropriate email notifications, set up RT to automatically add Cc's to the ticket as Cc watchers and THEN, send your emails to RT only and let RT take care of the other correspondence to the appropriate list of watchers.<br>
<br>That should do it.<br><br>Hope his helps.<br><br>Kenn<br>LBNL<br><br><div class="gmail_quote">On Wed, Sep 21, 2011 at 4:22 AM, Rithy R <span dir="ltr"><<a href="mailto:rithy4u_os@hotmail.com">rithy4u_os@hotmail.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
<div><div dir="ltr">
<div><font size="5"><p class="MsoNormal"><font face="Arial">Hi Community,<u></u><u></u></font></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><font face="Arial">We are using RT 3.8.7 with MySQL
running on Ubuntu 10. We have got some challenges as following:<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><font face="Arial">-A requester send email to RT (some
sent to RT's mailbox, some CC RT's mailbox) and requester copy a lot of email
addresses in that email message. So what happen is, few user in those CC list
reply requester's email and CC RT's mailbox. RT then create another new ticket
for that. How to overcome that one? How to setup RT to add those emails in the
CC list sent by requester automatically to CC Type in ticket's people field so
when we reply from RT the message will CC those email addresses CC by requester?<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><font face="Arial">-How to reply RT ticket as
convinience as MS Outlook? The current version just give us some sort of plain
text email response environment.<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><font face="Arial">-How to setup a web base chat, VoIP
or other communication tool and that put chat log into RT ticket directly? <u></u><u></u></font></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><font face="Arial">-Is there any document that can
help us migrate our RT to RT 4 in a timely manner? <u></u><u></u></font></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><font face="Arial">This is sample version of our
RT_SiteConfig.pm:<br>
+++++<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><font face="Arial"># dynamically find out the current
timezone<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">my $zone = "UTC";<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">$zone=`/bin/cat /etc/timezone`<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span>
</span>if -f "/etc/timezone";<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">chomp $zone;<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">Set($Timezone, $zone);<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"># end<span>
</span>/etc/request-tracker3.8/RT_SiteConfig.d/40-timezone<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"># start
/etc/request-tracker3.8/RT_SiteConfig.d/50-debconf<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"># THE BASICS:<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><font face="Arial">Set($rtname, 'SR');<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">Set($Organization, '<a href="http://mydomain.com" target="_blank">mydomain.com</a>');<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">Set($CorrespondAddress ,
'<a href="mailto:support@mydomain.com" target="_blank">support@mydomain.com</a>');<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">Set($CommentAddress ,
'<a href="mailto:support@mydomain.com" target="_blank">support@mydomain.com</a>');<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">Set($OverrideOutgoingMailFrom, { <u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>'General'
=> '<a href="mailto:support@mydomain.com" target="_blank">support@mydomain.com</a>',<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">});<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><font face="Arial">Set($MaxAttachmentSize, 10000000);<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">Set($FriendlyFromLineFormat,
"support");<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"># This will disable rich text ->
Set($MessageBoxRichText, 0);<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">Set(@Plugins, qw(RT::FM
RT::Extension::SLA));<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">Set($LogToFile, 'debug');<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><font face="Arial">#Set amk logo<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">#Set($WebBaseURL,
"<a href="http://www.mydomain.com/images/Logowithslogan.png" target="_blank">http://www.mydomain.com/images/Logowithslogan.png</a>");<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><font face="Arial">#Set Business Hours<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">Set( %ServiceBusinessHours, <u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>'work'
=> {<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>0
=> {Name => 'Sunday',Start =>undef, End =>undef },<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>1
=> {Name => 'Monday',Start => '07:30', End => '17:30' },<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>2
=> {Name => 'Tuesday',Start => '7:30', End => '17:30' },<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>3
=> {Name => 'Wednesday',Start => '7:30', End => '17:30' },<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>4
=> {Name => 'Thursday',Start => '7:30', End => '17:30' },<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>5
=> {Name => 'Friday',Start => '7:30', End => '17:30' },<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>6
=> {Name => 'Saturday',Start =>undef, End =>undef },<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">#<span> </span>holidays => [qw(12-06)],<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>'holidays'
=> [qw(2011-01-01 2011-01-02 2011-01-03 2011-01-07 2011-02-18 2011-03-8
2011-04-14 2011-04-15 2011-04-16 2011-04-17 2011-04-18 2011-05-01 2011-05-02
2011-05-13 2011-05-14 2011-05-15 2011-05-16 2011-05-17 2011-05-21 2011-05-22
2011-05-23 2011-06-1 2011-06-18 2011-06-18 2011-06-19 2011-06-20 2011-09-24
2011-09-25 2011-09-26 2011-09-27 2011-09-28 2011-10-29 2011-10-30 2011-10-31
2011-11-09 2011-11-10 2011-11-11 2011-12-10 2011-12-11 2011-12-12)],<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>},<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">);<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><font face="Arial">#RT::Extension::SLA Config<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">Set( %ServiceAgreements,<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>Default => 'sev4',<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>QueueDefault => {<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>'General' => 'sev4',<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>},<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>Levels => {<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>'sev1' => { <u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>StartImmediately
=> 1,<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>Response
=> { RealMinutes => 60*0.5 },<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>Resolve
=> { RealMinutes => 60*4 } },<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>'sev2' => { <u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>StartImmediately
=> 1,<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>Response
=> { RealMinutes => 60*0.5 },<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>Resolve
=> { RealMinutes => 60*12 } },<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span><span> </span>'sev3' => { <u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>BusinessHours
=> 'work',<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>OutOfHours
=> { Resolve => { RealMinutes => +60*28 } },<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>Response
=> { BusinessMinutes => 60*4 },<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>Resolve
=> { BusinessMinutes => 60*28 } },<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span><span> </span>'sev4' => { <u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>BusinessHours
=> 'work',<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>OutOfHours
=> { Resolve => { RealMinutes => +60*52 } },<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>Response
=> { BusinessMinutes => 60*8 },<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>Resolve
=> { BusinessMinutes => 60*52 } },<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span> </span>},<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span>
</span>);<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><font face="Arial"># THE WEBSERVER:<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><font face="Arial">Set($WebPath , "/rt");<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">Set($WebBaseURL ,
"<a href="http://support.mydomain.com" target="_blank">http://support.mydomain.com</a>");<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><font face="Arial"># map from dbconfig-common database
types to their names as known by RT<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">my %typemap = (<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span>
</span>mysql <span> </span>=> 'mysql',<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span>
</span>pgsql<span> </span>=> 'Pg',<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span>
</span>sqlite3 => 'SQLite',<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">);<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"><span>
</span><u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">Set($DatabaseType, $typemap{mysql}
|| "UNKNOWN");<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><font face="Arial">Set($DatabaseHost, 'localhost');<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">Set($DatabasePort, '');<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><font face="Arial">Set($DatabaseUser , 'rtuser');<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">Set($DatabasePassword ,
'samplepwd');<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><font face="Arial"># SQLite needs a special case,
since $DatabaseName must be a full pathname<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">my $dbc_dbname = 'rtdb'; if (
"mysql" eq "sqlite3" ) { Set ($DatabaseName, '' . '/' .
$dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); }<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial"># end<span> </span>/etc/request-tracker3.8/RT_SiteConfig.d/51-dbconfig-common<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">1;<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><font face="Arial">+++++<u></u><u></u></font></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<p class="MsoNormal"><span><u></u><font face="Arial"> </font><u></u></span></p>
<span style="font-size:11pt"><font face="Arial">Regards/Rithy</font></span><span style="font-style:italic;font-size:11pt;font-family:Calibri, sans-serif"> </span></font></div> </div></div>
<br>--------<br>
RT Training Sessions (<a href="http://bestpractical.com/services/training.html" target="_blank">http://bestpractical.com/services/training.html</a>)<br>
* Chicago, IL, USA — September 26 & 27, 2011<br>
* San Francisco, CA, USA — October 18 & 19, 2011<br>
* Washington DC, USA — October 31 & November 1, 2011<br>
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* Barcelona, Spain — November 28 & 29, 2011<br></blockquote></div><br>