More RT questions


#1

Thanks Jesse for your answer to my previous question. If I ever get all my open tickets closed Ill reset the rtname variable (most people don’t try to reopen old requests, so there should not be a problem there).

First question:

Is there anyway to remove the email headers from correspondence in rt? 99.9% of our requests are sent from within our dept so I don’t need to know where it was from, what mailer was used, etc. If I go back and forth with someone for a while, the correspondence list can get quite long and much of that is headers.

Second question:

Can a user sending email make requests in particular areas? I have our systems administration queue set into software and hardware areas, but email is not assigned an area until I do it on the web side.

Thanks again
Dave

David S. Glaser AKA Grizz |
M&M Systems Administrator | Somedays it just isn’t worth struggling out
U201 M&ME Building | of the straight jacket in the morning.
Houghton, MI 49931 | - unknown
dsglaser@mtu.edu |


#2

Never saw an answer to this question and I am facing the same issue. Did
anyone send an answer off-list? If so, could you send me some suggestions
also?

Thanks.
Sam-----Original Message-----
From: Dave (Grizz) Glaser [mailto:dsglaser@mtu.edu]
Sent: Tuesday, May 09, 2000 8:54 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] More RT questions

[…]
Is there anyway to remove the email headers from correspondence in rt? 99.9%
of our requests are sent from within our dept so I don’t need to know where
it was from, what mailer was used, etc. If I go back and forth with someone
for a while, the correspondence list can get quite long and much of that is
headers.
[…]


#3

I recall a horrible hack in (I think) rt/lib/support/mail.pm to strip headers.
It’s actually commented out, and I haven’t looked too closely at it. Jesse put
it there, but then appeared to change his mind.

-Feargal.

Feargal Reilly,
Systems Administrator,
The CIA.
+353-86-8157621.


#4

I recall a horrible hack in (I think) rt/lib/support/mail.pm to strip headers.
It’s actually commented out, and I haven’t looked too closely at it. Jesse put
it there, but then appeared to change his mind.

Actually Tobias or Charlie put it there. I didn’t agree with it.
The good news is that this should be easier in the new code.

-Feargal.

Feargal Reilly,
Systems Administrator,
The CIA.
+353-86-8157621.


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#5

Actually Tobias or Charlie put it there. I didn’t agree with it.
The good news is that this should be easier in the new code.

Probably me. I think our version here is modified to cut the headers away
from outbound messages (to the requestor) but not to the queue members. I
think that’s the most logical thing to do. And, yeah, luckily this is
very configurable in the upcoming version :slight_smile:

tobix@fsck.com