Just installed RT 3.6.5 and ran into an unfortunate interaction with our mail
setup. When RT start firing off emails bcc’ed to all Cc and AdminCc watchers,
this triggers an anti-spam measure and requires my boss to manually approve
each message.
Can RT can be configured to send notices to Cc/AdminCc watchers with their
email addresses in the Cc: or To: header instead of Bcc: ?
I suspect RT uses Bcc to conceal the (presumably internal) AdminCc people’s
email addresses from the (possibly external) Cc watchers, but this is not a
concern for us. (Please do tell me if there are any other reasons to stick with
Bcc’s, though.)
I couldn’t find any likely-looking config directives on the wiki, and it seems
like the default scrips just reference built-in actions like “Notify Ccs”. I
don’t want to start guerrilla patching the RT source, because it’s just another
thing to maintain and we don’t have any good Perl hackers on staff to do it.
Another option is obviously to alter our mail setup, but the sysadmin in
question is reluctant to do (for good reason) that until we’ve exhausted all
other possibilities.
I’ve set the DefaultQueue in RT_SiteConfig.pm to one of the dozen queues
we have, but it doesn’t work. When users login they see the first queue
in alphabetical order!
Any ideas why?
Many thanks in advance, and cheers,
Hossein Rafighi
Sorry, Perhaps I should have explained this a bit more. When users
login and click on create ticket their tickets are not created in the
default queue, but rather in a first queue on the list. Our default
queue name happens to be in the middle of the dozen queues.
I’ve set the DefaultQueue in RT_SiteConfig.pm to one of the dozen
queues we have, but it doesn’t work. When users login they see the
first queue in alphabetical order!
Any ideas why?
Many thanks in advance, and cheers,
Hossein Rafighi
Setting a default Queue is done in the “Preferences” for each individual
user. Unless a user has set the default queue in the preferences, it isn’t
set.
Sorry, Perhaps I should have explained this a bit more. When users login
and click on create ticket their tickets are not created in the default
queue, but rather in a first queue on the list. Our default queue name
happens to be in the middle of the dozen queues.
Cheers,
Hossein
On 7/7/2010 10:54 AM, Hossein Rafighi wrote:
Dear all,
I’ve set the DefaultQueue in RT_SiteConfig.pm to one of the dozen queues
we have, but it doesn’t work. When users login they see the first queue in
alphabetical order!
Any ideas why?
Many thanks in advance, and cheers,
Hossein Rafighi
Setting a default Queue is done in the “Preferences” for each
individual user. Unless a user has set the default queue in the
preferences, it isn’t set.
Sorry, Perhaps I should have explained this a bit more. When
users login and click on create ticket their tickets are not
created in the default queue, but rather in a first queue on the
list. Our default queue name happens to be in the middle of the
dozen queues.
Cheers,
Hossein
On 7/7/2010 10:54 AM, Hossein Rafighi wrote:
Dear all,
I've set the DefaultQueue in RT_SiteConfig.pm to one of the
dozen queues we have, but it doesn't work. When users login
they see the first queue in alphabetical order!
Any ideas why?
Many thanks in advance, and cheers,
Hossein Rafighi
--
_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall
| | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047
| | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074
|_| |_| \_\|_____| \___/ |_| |_||_| Website: http://www.triumf.ca
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Thanks for the reply. The only problem is that my users are 99% unprivileged users and don’t
have ModifySelf rights. I am looking at:
[1]Carbon60: Managed Cloud Services for a possible
solution.
DefaultQueue applies to the Privileged user interface, not Create
Tickets in SelfService.
I’d accept a patch that either adds additional documentation to
RT_Config.pm or adds the feature to SelfService
-kevin> On 7/7/2010 11:38 AM, Kenneth Crocker wrote:
Hossein,
Setting a default Queue is done in the "Preferences" for each individual user. Unless a user
has set the default queue in the preferences, it isn't set.
Kenn
LBNL
On Wed, Jul 7, 2010 at 11:05 AM, Hossein Rafighi <[2]Hossein.Rafighi@triumf.ca> wrote:
Sorry, Perhaps I should have explained this a bit more. When users login and click on
create ticket their tickets are not created in the default queue, but rather in a first
queue on the list. Our default queue name happens to be in the middle of the dozen queues.
Cheers,
Hossein
On 7/7/2010 10:54 AM, Hossein Rafighi wrote:
Dear all,
I've set the DefaultQueue in RT_SiteConfig.pm to one of the dozen queues we have, but it
doesn't work. When users login they see the first queue in alphabetical order!
Any ideas why?
Many thanks in advance, and cheers,
Hossein Rafighi
--
_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall
| | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047
| | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074
|_| |_| \_\|_____| \___/ |_| |_||_| Website: [3]http://www.triumf.ca
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at [4]http://rtbook.bestpractical.com
and ran into an unfortunate interaction with our mail
setup. When RT start firing off emails bcc’ed to all Cc and AdminCc watchers,
this triggers an anti-spam measure and requires my boss to manually approve
each message.
Can RT can be configured to send notices to Cc/AdminCc watchers with their
email addresses in the Cc: or To: header instead of Bcc: ?
You’d have to change lib/RT/Action/Notify.pm
I suspect RT uses Bcc to conceal the (presumably internal) AdminCc people’s
email addresses from the (possibly external) Cc watchers, but this is not a
concern for us. (Please do tell me if there are any other reasons to stick with
Bcc’s, though.)
I couldn’t find any likely-looking config directives on the wiki, and it seems
like the default scrips just reference built-in actions like “Notify Ccs”. I
don’t want to start guerrilla patching the RT source, because it’s just another
thing to maintain and we don’t have any good Perl hackers on staff to do it.
Another option is obviously to alter our mail setup, but the sysadmin in
question is reluctant to do (for good reason) that until we’ve exhausted all
other possibilities.
Can RT can be configured to send notices to Cc/AdminCc watchers with their
email addresses in the Cc: or To: header instead of Bcc: ?
You’d have to change lib/RT/Action/Notify.pm
Hmm…Yes, I did get this to work, but I’m not looking forward to
supporting an in-house patch through the next updates.
Is there any interest in having this coded up pretty with a config
setting to turn it on and off, to accept back into the 3.8? I’m just
really not a big fan of running guerilla patched software.
Sorry, Perhaps I should have explained this a bit more. When users
login and click on create ticket their tickets are not created in the
default queue, but rather in a first queue on the list. Our default
queue name happens to be in the middle of the dozen queues.