After newly installing rt3, I’ve made a couple of
tests on creating tickets through email. Now I can’t
find the docs on how to reset these counters. Do you
know how. It seems like counters aren’t being reset
even if the ticket is deleted. I’m sure there’s a good
reason behind thi.
Because RT never really deletes anything. You’re just marking the ticket’s
status as deleted, go into the database, they’re still there. If oyu want
to reset counters and start fresh, reinstall/reinit the database.
Also, I’ve noticed that when rt
sends email to the requestor, the reply-to it places
in its email is the one defined in CorrespondAddress
but it would be nice if there a way to set this to the
email of the User or Staff who have replied to the
email or is working on the ticket? Same as with cc and
You don’t want this. RT manages the ticket flow, who gets copied, who
receives copies, etc. all while keeping a history of the ticket so if Joe
is sick, or if there’s a question on what Joe told Alice who’s claiming Joe
said such and such in an email, you know what was really said. Plus if Joe
calls in sick, his tickets can be followed by Tom or John. You and your
customers will ALWAYS send their email to @.
You can have per-queue addresses if you wish too. RT can make a 'pretty’
name that says something like ‘Jay via RT’ where Jay is the first name
field form the user’s profile, but I’ve found this confuses stupid mail
programs (Outlook, Netscape, Eudora…) that try to capture every address
that comes by and stuff it into their address books.
All names are fictitious obviously ;).
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Undocumented Features quote of the moment…
“It’s not the one bullet with your name on it that you
have to worry about; it’s the twenty thousand-odd rounds
–Murphy’s Laws of Combat