[rt-users] Search for dead tickets fails?
Seth Cohn, EFN General Manager
gm at efn.org
Thu Jan 9 16:43:57 EST 2003
On Thu, 9 Jan 2003, Bruce Campbell wrote:
> Ok, lets clarify that:
>
> 'Dead Tickets cannot be retrieved by searching for them, in RT as
> shipped.'
>
> This is done by a special case in the RT::Tickets->Next() method, which
> goes for the Next ticket when it encounters a dead one, eg:
>
> $ grep -A 3 'dead' lib/RT/Tickets.pm
> #Make sure we _never_ show dead tickets
> #TODO we should be doing this in the where clause.
> #but you can't do multiple clauses on the same field just yet :/
>
> if ($Ticket->Status eq 'dead') {
> return($self->Next());
> }
> elsif ($Ticket->CurrentUserHasRight('ShowTicket')) {
Thank you, that was the code I was looking for.
> Of course, there are three lines in the above that you could comment out,
> if you wanted to retrieve 'dead' tickets via searches.
yet another 'little' tweak to the system I guess.
> > I agree with that. I'm working on a spamfiltering tool to kill spam
> > tickets (based on the autoresponse bounce) and I did a search and noticed
> > 'hey, wait a sec...."
>
> Oooh, thats nifty, but wouldn't the bounce take a long time occasionally?
Agreed. it's not the best solution, _but_ short of spamfiltering the
queue mail before it gets to RT, it's a good attempt.
> ( eg, the sending domain exists, but isn't responding on port 25. Your
> local MTA would then wait a default of 8 hours before returning a
> warning message.
True. Same for spam with a valid return address (or one that doesn't
generate a bounce at least).
> Ditto for false positives when a customer sends from
> their private domain complaining that their mail is down; you'd kill
> their ticket because their mail is bouncing ;) )
I'm planning on modifying the kill script (which simply filters the bounce
address, looks for MAILER-DAEMON and the ticket #, and calls rt
commandline) to avoid killing 'local' domains.
But yes, this is one reason I want to be able to search dead tickets.
--
## Seth Cohn, General Manager of Eugene Free Community Network gm at efn.org
## Businesses planned for service are apt to succeed; Phone 541-484-9637
## Businesses planned for profit are apt to fail. - N. Butler
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