CanonicalizeAddress in RT 3.0.5?

RT Users
1

Hi all !

Well, I’m using RT 3.0.5 and some users send requests from different
email accounts (for example: peter@hotmail.com, joe@yahoo.com), but all
adresses belong to the same user, and it would be good to be able to
group the requests together as a single requestor, so, when this user
to access the SelfService, it will be able to see all messages.

I searched in the list archives, I found an example (see below) in the
message:
http://lists.fsck.com/pipermail/rt-users/2003-March/012621.html

%address_to_user = (
# Email address => RT Username
‘john@example.com’ => ‘john’,
‘j_g@sample.org’ => ‘john’,
‘jhq@why.com’ => ‘john’,
…
);
sub CanonicalizeAddress {
my $address = shift;
return $address_to_user{$address};
}

My doubt is… where I place this?
In “/opt/rt3/etc/RT_Config.pm” ???

In my RT_Config.pm, I only see this:

Set($CanonicalizeEmailAddressMatch , ‘subdomain.example.com$’);
Set($CanonicalizeEmailAddressReplace , ‘example.com’);

But I do not know what to make with this… :=)

Thanks for any help!
Ana Paula Prado ap@webhostbrasil.com.br

2

Hi All,

I am trying to set up multiple email addresses for a user as well and
have run into the same question. Although I just checked the actual FAQ
and this seems like a hypothetical example below. Has anyone set this
up with success?

Thanks!

-Keith-----Original Message-----
From: Ana Paula Prado [mailto:ap@webhostbrasil.com.br]
Sent: Thursday, September 11, 2003 6:48 PM
To: rt-users@lists.fsck.com
Subject: [rt-users] CanonicalizeAddress in RT 3.0.5 ?

Hi all !

Well, I’m using RT 3.0.5 and some users send requests from different
email accounts (for example: peter@hotmail.com, joe@yahoo.com), but all
adresses belong to the same user, and it would be good to be able to
group the requests together as a single requestor, so, when this user
to access the SelfService, it will be able to see all messages.

I searched in the list archives, I found an example (see below) in the
message:
http://lists.fsck.com/pipermail/rt-users/2003-March/012621.html

%address_to_user = (
# Email address => RT Username
‘john@example.com’ => ‘john’,
‘j_g@sample.org’ => ‘john’,
‘jhq@why.com’ => ‘john’,
…
);
sub CanonicalizeAddress {
my $address = shift;
return $address_to_user{$address};
}

My doubt is… where I place this?
In “/opt/rt3/etc/RT_Config.pm” ???

In my RT_Config.pm, I only see this:

Set($CanonicalizeEmailAddressMatch , ‘subdomain.example.com$’);
Set($CanonicalizeEmailAddressReplace , ‘example.com’);

But I do not know what to make with this… :=)

Thanks for any help!
Ana Paula Prado ap@webhostbrasil.com.br

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rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

3

I am trying to set up multiple email addresses for a user as well and
have run into the same question. Although I just checked the actual FAQ
and this seems like a hypothetical example below. Has anyone set this
up with success?

I searched in the list archives, I found an example (see below) in the
message:
http://lists.fsck.com/pipermail/rt-users/2003-March/012621.html

sub CanonicalizeAddress {

In my RT_Config.pm, I only see this:

Set($CanonicalizeEmailAddressMatch , ‘subdomain.example.com$’);
Set($CanonicalizeEmailAddressReplace , ‘example.com’);

But I do not know what to make with this… :=)

the CanonicalizeAddress function in Config.pm was for rt2. rt3 uses a
somewhat different method.

By default, address are run through a simple regexp replace (as quoted
above). If you need more advanced canonicalization you’ll have to
overlay the function responsible. (I think it’s in Interface/Email.pm,
but grep should find it)

seph