How to force all admincc replies to be handled as comments

RT Users
1

Hello List,

I have a single queue in RT for which I would like to have all
correspondence except from requestor and ticket owner to be handled as
comments. The goal is to allow the AdminCCs to discuss the ticket via
email without those emails going to the requestor.

I can see several ways of doing this, but I’m hoping the list can
provide some suggestions for best practices here – ideally I’d like
to do this with a scrip on the single queue, rather than modifying
global scrips.

Thanks!
Greg

2

That’s why each queue can have a separate comment address. Have the
AdminCCs respond to that address.On Apr 23, 2009, at 9:38 AM, greg boyington wrote:

I have a single queue in RT for which I would like to have all
correspondence except from requestor and ticket owner to be handled as
comments. The goal is to allow the AdminCCs to discuss the ticket via
email without those emails going to the requestor.

I can see several ways of doing this, but I’m hoping the list can
provide some suggestions for best practices here – ideally I’d like
to do this with a scrip on the single queue, rather than modifying
global scrips.

Thanks!
Greg

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3

That’s why each queue can have a separate comment address. Have the
AdminCCs respond to that address.
In particular, with the mailgate in 3.8.2 it can be as simple as:
queueAddr@example.com to correspond,
and queueAddr+comment@example.com to comment.

Then just set the reply-to in your Admin Correspondence template to the
comment address; untested but should work, and there are myriad alts.

Cambridge Energy Alliance: Save money. Save the planet.

4

Thanks to all for their replies. As noted there are several ways to
accomplish this. Because it is necessary to enforce the
do-not-reply-directly-to-requestors behaviour, I have settled on
overriding the global Transaction template to force a Reply-To header
that points to the comment address. This lets watchers simply hit
reply to transaction emails, and be confident that their emails will
not go to requestors directly.

Cheers,
Greg

5

In addition if you revoke ReplyToTicket and ModifyTicket from AdminCcs
then they wouldn’t be able to do that even by mistake.On Fri, Apr 24, 2009 at 12:33 AM, greg boyington evilchili@gmail.com wrote:

Thanks to all for their replies. As noted there are several ways to
accomplish this. Because it is necessary to enforce the
do-not-reply-directly-to-requestors behaviour, I have settled on
overriding the global Transaction template to force a Reply-To header
that points to the comment address. This lets watchers simply hit
reply to transaction emails, and be confident that their emails will
not go to requestors directly.

Cheers,
Greg

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Best regards, Ruslan.

6

Hi,

We upgraded our RT system from 3.6.2 to 3.8.1 without any error. We did
apply steps in UPGRADING.mysql as per instructions.
The problem we are having is that any attachment with old tickets are
treated as URL. Upon clicking on them a web page with url to that
attachment is displayed with body of the page containing the url address
instead of the actual image! Any new ticket created after the upgrade
now displays attachments inside the body of the ticket as: “Subject:
speed.jpg”! I am aware of similar problem on the web like
Carbon60: Cloud Consulting - Services and Solutions but running
schema.mysql-4.0-4.1.pl (for the second time) didn’t help.

My SHOW CREATE TABLE Attachments:
| Attachments | CREATE TABLE Attachments (
id int(11) NOT NULL auto_increment,
TransactionId int(11) NOT NULL,
Parent int(11) NOT NULL default ‘0’,
MessageId varchar(160) character set ascii default NULL,
Subject varchar(255) default NULL,
Filename varchar(255) default NULL,
ContentType varchar(80) character set ascii default NULL,
ContentEncoding varchar(80) character set ascii default NULL,
Content longblob,
Headers longtext,
Creator int(11) NOT NULL default ‘0’,
Created datetime default NULL,
PRIMARY KEY (id),
KEY Attachments2 (TransactionId),
KEY Attachments3 (Parent,TransactionId)
) ENGINE=InnoDB AUTO_INCREMENT=21034 DEFAULT CHARSET=utf8 |

Any help is appreciated.
Cheers,
Hossein

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | || ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|_| _/ || |||_| Website: http://www.triumf.ca

7

Hi,

I too had a similar problem with them attachments.
I am just working on some perl scripts to correct this. It is just due to
the conversion of the longtext field to varbinary with from the schema
upgrade script.

I have tested my theory and was able to get them working. I could supply
you these scripts and instructions if you are still having trouble and wish
to upgrade.

Regards,

Aaron Guise
[image: Phone] 07 854 7824
[image: Mobile]027 212 6638
[image: Email]aaron@guise.net.nzOn Fri, Apr 24, 2009 at 10:27 AM, Hossein Rafighi < Hossein.Rafighi@triumf.ca> wrote:

Hi,

We upgraded our RT system from 3.6.2 to 3.8.1 without any error. We did
apply steps in UPGRADING.mysql as per instructions.
The problem we are having is that any attachment with old tickets are
treated as URL. Upon clicking on them a web page with url to that
attachment is displayed with body of the page containing the url address
instead of the actual image! Any new ticket created after the upgrade
now displays attachments inside the body of the ticket as: “Subject:
speed.jpg”! I am aware of similar problem on the web like
Carbon60: Managed Cloud Services but running
schema.mysql-4.0-4.1.pl (for the second time) didn’t help.

My SHOW CREATE TABLE Attachments:
| Attachments | CREATE TABLE Attachments (
id int(11) NOT NULL auto_increment,
TransactionId int(11) NOT NULL,
Parent int(11) NOT NULL default ‘0’,
MessageId varchar(160) character set ascii default NULL,
Subject varchar(255) default NULL,
Filename varchar(255) default NULL,
ContentType varchar(80) character set ascii default NULL,
ContentEncoding varchar(80) character set ascii default NULL,
Content longblob,
Headers longtext,
Creator int(11) NOT NULL default ‘0’,
Created datetime default NULL,
PRIMARY KEY (id),
KEY Attachments2 (TransactionId),
KEY Attachments3 (Parent,TransactionId)
) ENGINE=InnoDB AUTO_INCREMENT=21034 DEFAULT CHARSET=utf8 |

Any help is appreciated.
Cheers,
Hossein

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | || ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|_| _/ || |||_| Website: http://www.triumf.ca

The rt-users Archives

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Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com

8

Sorry, I meant LONGBLOB rather than VARBINARY.

Regards,

Aaron Guise
[image: Phone] 07 854 7824
[image: Mobile]027 212 6638
[image: Email]aaron@guise.net.nzOn Tue, May 19, 2009 at 8:38 AM, Aaron Guise aaron@guise.net.nz wrote:

Hi,

I too had a similar problem with them attachments.
I am just working on some perl scripts to correct this. It is just due to
the conversion of the longtext field to varbinary with from the schema
upgrade script.

I have tested my theory and was able to get them working. I could supply
you these scripts and instructions if you are still having trouble and wish
to upgrade.

On Fri, Apr 24, 2009 at 10:27 AM, Hossein Rafighi < Hossein.Rafighi@triumf.ca> wrote:

Hi,

We upgraded our RT system from 3.6.2 to 3.8.1 without any error. We did
apply steps in UPGRADING.mysql as per instructions.
The problem we are having is that any attachment with old tickets are
treated as URL. Upon clicking on them a web page with url to that
attachment is displayed with body of the page containing the url address
instead of the actual image! Any new ticket created after the upgrade
now displays attachments inside the body of the ticket as: “Subject:
speed.jpg”! I am aware of similar problem on the web like
Carbon60: Managed Cloud Services but running
schema.mysql-4.0-4.1.pl (for the second time) didn’t help.

My SHOW CREATE TABLE Attachments:
| Attachments | CREATE TABLE Attachments (
id int(11) NOT NULL auto_increment,
TransactionId int(11) NOT NULL,
Parent int(11) NOT NULL default ‘0’,
MessageId varchar(160) character set ascii default NULL,
Subject varchar(255) default NULL,
Filename varchar(255) default NULL,
ContentType varchar(80) character set ascii default NULL,
ContentEncoding varchar(80) character set ascii default NULL,
Content longblob,
Headers longtext,
Creator int(11) NOT NULL default ‘0’,
Created datetime default NULL,
PRIMARY KEY (id),
KEY Attachments2 (TransactionId),
KEY Attachments3 (Parent,TransactionId)
) ENGINE=InnoDB AUTO_INCREMENT=21034 DEFAULT CHARSET=utf8 |

Any help is appreciated.
Cheers,
Hossein

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | || ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|_| _/ || |||_| Website: http://www.triumf.ca

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com