[rt-users] Making RT invisible - changing subject lines

[Mike Patterson]

Thanks for the ideas.

At this point, as I'm easing our group into the system I willing to live 
with a users reply to a techs comments create a new queue (yes I thought 
about that).  Even with that limitation RT has a lot of great features 
(e.g. central repository of information) that are worthwhile to start 
using now.  Once people start to see the beauty of RT and use it 
regularly (and I resolve another database numbering scheme), they'll be 
ready use the full set of features.

But I'm unclear on how replies sent from the web interface get inserted 
into the database.  Does it simply do an insert or does it actually 
email itself and make rt-mailgate insert it?  As far as tech replies 
sent from the web interface, I definately want them connected to the 
original ticket.  If it mails itself for an insert I can see that I need 
the ticket number included in the email (at least for the 
self-referential copy of the email).

My MTA is a fairly recent build of sendmail on FreeBSD and anyone can 
suggest tricks to get it to  insert itself (without modifying the 
subject line to the user) would be greatly appreciated.

Thanks,
Mike

Message: 11
Date: Thu, 31 Oct 2002 09:42:42 -0800
From: Mike Patterson <map at eecs.berkeley.edu>
To: rt-users at lists.fsck.com
Subject: [rt-users] Making RT invisible - changing subject lines

I'm trying to ease some of our support aliases (and the people who read
them) into RT before it puts it's ticket number stamp onto the subject
line of our correspondence (I realize these #'s are useful, but want to
turn it off until I get people used to using RT)

I'd like RT to be working (accepting mail, allowing status updates,
allow us to respond from the web interface).

1) So I deleted Autoreply to new messages globaly
(configuration->global->scrips "OnCreate AutoreplyToRequestors with
template Autoreply").  For the queue that I wanted to keep Autoreply - I
added that scrip (Queues -> select queue -> scrips -> add scrip etc..)

2) Now when I respond from the web interface if a user email subject
line says: "help with netscape" and we respond from the web interface I
want the subject line to say "RE: help with netscape" instead of this
subject line "[EECS Helpdesk #40] help with netscape"

Any tips on how to do that would be appreciated.  Thanks.

-------------------------------
Mike Patterson - UC Berkeley
Computer User Support Group
EECS Computing Helpdesk Manager
-------------------------------


--__--__--

Message: 12
Date: Thu, 31 Oct 2002 13:17:44 -0500
From: Rich Lafferty <rich+rt at lafferty.ca>
To: RT Users mailing list <rt-users at lists.fsck.com>
Subject: Re: [rt-users] Making RT invisible - changing subject lines

On Thu, Oct 31, 2002 at 09:42:42AM -0800, Mike Patterson 
<map at eecs.berkeley.edu> wrote:

 >
 > 2) Now when I respond from the web interface if a user email subject
 > line says: "help with netscape" and we respond from the web interface I
 > want the subject line to say "RE: help with netscape" instead of this
 > subject line "[EECS Helpdesk #40] help with netscape"
 >
 > Any tips on how to do that would be appreciated.  Thanks.


If you do that, RT is going to create a new ticket for every message
it gets, even when they're a reply to one of your support techs'
replies. Are you sure that's what you want?

   -Rich

-- Rich Lafferty 
--------------+----------------------------------------------- Ottawa, 
Ontario, Canada | Save the Pacific Northwest Tree Octopus! 
http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html 
rich at lafferty.ca 
-----------+----------------------------------------------- --__--__-- 
Message: 13 Date: Thu, 31 Oct 2002 13:53:11 -0500 To: RT-Users 
<rt-users at lists.fsck.com> From: Glenn Sieb <ges at lumeta.com> Subject: Re: 
[rt-users] Making RT invisible - changing subject lines On 01:17 PM 
10/31/2002 -0500, Rich Lafferty wrote:

 > > 2) Now when I respond from the web interface if a user email subject
 > > line says: "help with netscape" and we respond from the web interface I
 > > want the subject line to say "RE: help with netscape" instead of this
 > > subject line "[EECS Helpdesk #40] help with netscape"
 > >
 > > Any tips on how to do that would be appreciated.  Thanks.

 >
 >If you do that, RT is going to create a new ticket for every message
 >it gets, even when they're a reply to one of your support techs'
 >replies. Are you sure that's what you want?


Hmm.. I dunno.. might be nifty to have the ticket # in an X-Header.. like
X-RT-Ticket: or something along those lines.. :)

Just a thought,
G.

---
Glenn E. Sieb
System Administrator
Lumeta Corporation
+1 732 357-3514 (V)
+1 732 564-0731 (Fax)


--__--__--

Message: 14
Date: Thu, 31 Oct 2002 14:10:09 -0500
From: Rich Lafferty <rich+rt at lafferty.ca>
To: RT Users mailing list <rt-users at lists.fsck.com>
Subject: Re: [rt-users] Making RT invisible - changing subject lines

On Thu, Oct 31, 2002 at 01:53:11PM -0500, Glenn Sieb <ges at lumeta.com> wrote:

 > On 01:17 PM 10/31/2002 -0500, Rich Lafferty wrote:

 > > > 2) Now when I respond from the web interface if a user email subject
 > > > line says: "help with netscape" and we respond from the web 
interface I
 > > > want the subject line to say "RE: help with netscape" instead of this
 > > > subject line "[EECS Helpdesk #40] help with netscape"

 > >
 > >If you do that, RT is going to create a new ticket for every message
 > >it gets, even when they're a reply to one of your support techs'
 > >replies. Are you sure that's what you want?

 >
 > Hmm.. I dunno.. might be nifty to have the ticket # in an X-Header.. 
like
 > X-RT-Ticket: or something along those lines.. :)


No, the ticket number has to come back *from* the user. RT can't set
custom headers in some guy's Outlook.

You could put it in the email address -- and rt-mailgate already
accepts that with some MTAs with --ticket-id-from-extension -- but I
still suspect that the original poster hadn't thought through his
request.

   -Rich