Fuzzy Subjects


#1

I’ve been planning to make a number of customizations etc. to RT (v1.0) to
tailor to our needs. At the moment though I’m too damn busy, but here’s one
priority on my wishlist…
One problem I’ve encountered with both req, and RT is that the system starts to
break down when you encounter another tracking system. Specifically, InterNIC
assign tracking numbers to everything and autoreplys, ([NIC #123456-7890a]) etc.
so everytime RT receives autoreplies, it sets up a new ticket. Also, if RT is
configured to autoreply, it sends an autoreply to the autoreply which then
sends an autoreply to the autoreply of an autoreply, which then sends… you
get the picture.

What I would like is a facility where you can specify additional subject
headings that apply to the same ticket.
e.g. if the initial request is, say, ‘register rt.com’ I would like it to
recognize variations such as ‘NOTIFY register rt.com’ or ‘[NIC #123456-7890b]’,
and include it in the original ticket.
Has anybody done something similar, or am I going to have to lock myself in a
room and pretend that I’m sick, so as to find the time…?)

I know Jesse mentioned it as being part of the eventual developement plan, any
thoughts on if/how it’ll be done.

Cheers and Beers,

-Feargal.

Feargal Reilly,
Systems Administrator,
The Communications Interactive Agency.
Phone: +353-86-8157621


#2

The thought for 2.0 was that it would actually honor References: and
In-Reply-To: lines. It should be possible to add “aliases” for tickets as well.

jesseOn Thu, Mar 23, 2000 at 05:59:29PM +0000, Feargal Reilly wrote:

I’ve been planning to make a number of customizations etc. to RT (v1.0) to
tailor to our needs. At the moment though I’m too damn busy, but here’s one
priority on my wishlist…
One problem I’ve encountered with both req, and RT is that the system starts to
break down when you encounter another tracking system. Specifically, InterNIC
assign tracking numbers to everything and autoreplys, ([NIC #123456-7890a]) etc.
so everytime RT receives autoreplies, it sets up a new ticket. Also, if RT is
configured to autoreply, it sends an autoreply to the autoreply which then
sends an autoreply to the autoreply of an autoreply, which then sends… you
get the picture.

What I would like is a facility where you can specify additional subject
headings that apply to the same ticket.
e.g. if the initial request is, say, ‘register rt.com’ I would like it to
recognize variations such as ‘NOTIFY register rt.com’ or ‘[NIC #123456-7890b]’,
and include it in the original ticket.
Has anybody done something similar, or am I going to have to lock myself in a
room and pretend that I’m sick, so as to find the time…?)

I know Jesse mentioned it as being part of the eventual developement plan, any
thoughts on if/how it’ll be done.

Cheers and Beers,

-Feargal.

Feargal Reilly,
Systems Administrator,
The Communications Interactive Agency.
Phone: +353-86-8157621


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#3

I’ve been planning to make a number of customizations etc. to RT (v1.0) to
tailor to our needs. At the moment though I’m too damn busy, but here’s one
priority on my wishlist…

I think it would be nice if you could postpone adding features until 1.3
is out. It would be “any moment”, I’d daresay. 1.3 should be possible to
use for those who have the guts for it (including me), but it misses quite
a lot of handy features like an ACL system and an admin interface, and
it’s not properly tested.

One problem I’ve encountered with both req, and RT is that the system starts to
break down when you encounter another tracking system. Specifically, InterNIC
assign tracking numbers to everything and autoreplys, ([NIC #123456-7890a]) etc.
so everytime RT receives autoreplies, it sets up a new ticket.

Complain to InterNIC. As a de-facto standard (defined in the Bat book
AFAIK), all autoreplies should contain a header line like “Precedence:
Bulk” or “Precedence: Junk”. I’m not sure if the latter variant is
supported by RT as for now, but RT will silently ignore all Bulk mail.

I know Jesse mentioned it as being part of the eventual developement plan, any
thoughts on if/how it’ll be done.

I don’t know if fuzzy subject handling is on the scheme, but we do want to
respect the “In-Reply-To” and/or “References” headers.

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