[rt-users] Redacting details from ticket emails?

Dominic Hargreaves dominic.hargreaves at it.ox.ac.uk
Thu Feb 28 05:20:42 EST 2013

On Thu, Feb 28, 2013 at 09:15:38AM +0800, Craig Ringer wrote:
> I've noticed a feature we've come to rely on in Eventum, our old support
> system, that I can't seem to find in RT. It must've come up for people
> here so I'm wondering how you handle it.
> Sometimes customers send passwords and other details in by email. We
> don't want those floating around unencrypted in our database history, so
> we usually redact them from the email or delete the whole email from the
> ticket history via the web UI.
> There doesn't appear to be a facility for doing this in RT's UI. Will I
> need to write an extension for this? Seems like it going by:
> http://www.gossamer-threads.com/lists/rt/users/99401
> http://www.gossamer-threads.com/lists/rt/devel/79279
> but the latter includes a hint on how to go about it. If I get the
> chance to turn this into a nice extension with overlay I'll publish it
> and reply here.

The shredder doesn't quite fit your use case, but it's a starting point;
in RT 4 there is a basic Web UI for it (it's not integrated with the
normal part of the user interface, so there's probably room for an
extension which doesn't need you to manually type in the relevant transaction

And the shredder will need superuser access too. I guess you'd want to
be pretty careful about who you let erase data from the database in this
way, so depending on your organisation this may or may not be an issue.


Dominic Hargreaves, Systems Development and Support Section
IT Services, University of Oxford
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