Eliminating the "Greetings, ..." Email Preambles

RT Users
1

I’m trying to remove or shorten the various “Greetings, …” preambles
from emails that are sent from RT (everyone using RT is internal and
doesn’t need most of the preambles). However, I can’t seem to get rid
of, or even find where the following message is coming from:
Greetings,

This message has been automatically generated in response to the
creation of a trouble ticket regarding:
<blah, blah, blah …>

This preamble is generated when I create a ticket for which I’m the
requestor (and also, by default, AdminCC’d via the default AdminCC’s for
the queue).

So far:

  • I’ve (saved a copy of /opt/rt3/etc/initialdata as
    /opt/rt3/etc/initialdata.orig and) removed or modified all the
    “Greetings, …” preambles from /opt/rt3/etc/initialdata

  • I’ve searched all files for other occurrences and can’t find the above
    preamble (used find . -type d -exec fgrep -Hi Greetings {} ; from
    /opt/rt3, /Library/Perl, and even /usr/local/src/rt-3.0.2)

I’ve also had a quick look at the database and don’t see it hiding in
there, either.

Finally, I couldn’t find any place where it’s cached (and have even
rebooted the entire server, not just apache).

Looks like I either need a lot of time or some informed help (and I don’t
have much time, right now). #:wink:

Can anyone tell me where/how I can find the source/location for this
preamble?

Bryan Derman Derman Enterprises Incorporated
bderm@derman.com http://www.derman.com/

2

The email sentt to the requestor can be found in the ‘Templates’
configuration. Login as root, click “Configuration”, “Global”, “Templates”
and look at the first one i think it is…

I havn’t done this as I write, but I remember it being in the templates.

Cheers
Barry----- Original Message -----
From: “Bryan Derman” bderm@derman.com
To: “rt-users” rt-users@lists.fsck.com
Sent: Monday, June 16, 2003 10:32 PM
Subject: [rt-users] Eliminating the “Greetings, …” Email Preambles

I’m trying to remove or shorten the various “Greetings, …” preambles
from emails that are sent from RT (everyone using RT is internal and
doesn’t need most of the preambles). However, I can’t seem to get rid
of, or even find where the following message is coming from:

Greetings,

This message has been automatically generated in response to the
creation of a trouble ticket regarding:
<blah, blah, blah …>

This preamble is generated when I create a ticket for which I’m the
requestor (and also, by default, AdminCC’d via the default AdminCC’s for
the queue).

So far:

  • I’ve (saved a copy of /opt/rt3/etc/initialdata as
    /opt/rt3/etc/initialdata.orig and) removed or modified all the
    “Greetings, …” preambles from /opt/rt3/etc/initialdata

  • I’ve searched all files for other occurrences and can’t find the above
    preamble (used find . -type d -exec fgrep -Hi Greetings {} ; from
    /opt/rt3, /Library/Perl, and even /usr/local/src/rt-3.0.2)

I’ve also had a quick look at the database and don’t see it hiding in
there, either.

Finally, I couldn’t find any place where it’s cached (and have even
rebooted the entire server, not just apache).

Looks like I either need a lot of time or some informed help (and I don’t
have much time, right now). #:wink:

Can anyone tell me where/how I can find the source/location for this
preamble?

Bryan Derman Derman Enterprises Incorporated
bderm@derman.com http://www.derman.com/

rt-users mailing list
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

Configuration->Global->Templates

Bryan Derman wrote:

4

I wish it was that simple to add extra rtnames…

Configuration->Queues->rt-name

:(From: “Jonas Lincoln” lincoln@unit.liu.se
To: “Bryan Derman” bderm@derman.com
Cc: “rt-users” rt-users@lists.fsck.com
Sent: Monday, June 16, 2003 10:45 PM
Subject: Re: [rt-users] Eliminating the “Greetings, …” Email Preambles

Configuration->Global->Templates

Bryan Derman wrote:

I’m trying to remove or shorten the various “Greetings, …” preambles
from emails that are sent from RT (everyone using RT is internal and
doesn’t need most of the preambles). However, I can’t seem to get rid
of, or even find where the following message is coming from:

Greetings,

This message has been automatically generated in response to the
creation of a trouble ticket regarding:
<blah, blah, blah …>

This preamble is generated when I create a ticket for which I’m the
requestor (and also, by default, AdminCC’d via the default AdminCC’s for
the queue).

So far:

  • I’ve (saved a copy of /opt/rt3/etc/initialdata as
    /opt/rt3/etc/initialdata.orig and) removed or modified all the
    “Greetings, …” preambles from /opt/rt3/etc/initialdata

  • I’ve searched all files for other occurrences and can’t find the above
    preamble (used find . -type d -exec fgrep -Hi Greetings {} ; from
    /opt/rt3, /Library/Perl, and even /usr/local/src/rt-3.0.2)

I’ve also had a quick look at the database and don’t see it hiding in
there, either.

Finally, I couldn’t find any place where it’s cached (and have even
rebooted the entire server, not just apache).

Looks like I either need a lot of time or some informed help (and I
don’t
have much time, right now). #:wink:

Can anyone tell me where/how I can find the source/location for this
preamble?

Bryan Derman Derman Enterprises Incorporated
bderm@derman.com http://www.derman.com/

rt-users mailing list
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

rt-users mailing list
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

5

Thanks for the (multiple) answers (Configuration => Global => Templates).

FYI, my error was in using a tool that only showed the first line of
content for a given column when I took a quick look at the database …
well, that AND never having delved into any configuration items that
implied customization (but, of course, I did hack the code a little). In
the end, this was a case of “hidden in plain sight.” #:wink: [imagine
the smiley in red]

Previous posting on 2003-06-16 at 10:44 PM +1200
I’m trying to remove or shorten the various “Greetings, …” preambles
from emails that are sent from RT (everyone using RT is internal and
doesn’t need most of the preambles). However, I can’t seem to get rid
of, or even find where the following message is coming from:
Greetings,

This message has been automatically generated in response to the creation
of a trouble ticket regarding:
<blah, blah, blah …>

This preamble is generated when I create a ticket for which I’m the
requestor (and also, by default, AdminCC’d via the default AdminCC’s for
the queue).

So far:

  • I’ve (saved a copy of /opt/rt3/etc/initialdata as
    /opt/rt3/etc/initialdata.orig and) removed or modified all the
    “Greetings, …” preambles from /opt/rt3/etc/initialdata

  • I’ve searched all files for other occurrences and can’t find the above
    preamble (used find . -type d -exec fgrep -Hi Greetings {} ; from
    /opt/rt3, /Library/Perl, and even /usr/local/src/rt-3.0.2

I’ve also had a quick look at the database and don’t see it hiding in
there, either.

Finally, I couldn’t find any place where it’s cached (and have even
rebooted the entire server, not just apache).

Looks like I either need a lot of time or some informed help (and I don’t
have much time, right now). #:wink:

Can anyone tell me where/how I can find the source/location for this
preamble?
End of previous posting
Bryan Derman Derman Enterprises Incorporated
bderm@derman.com http://www.derman.com/