I have just installed RT and I have a question regarding the mail aliases.
So far I have set up one queue called “test”, when I use the web interface
everything goes OK and it sends email out to all the queue members.
The email’s return-to address is set to test@wherever. So if a user replies
to this then, since we don’t have a test alias, their mail is not processed
by rt.
Is there any way to change the reply-to address to go to rt? Or do I need to
set an alias for each queue?
Either change the queue’s return address to rt@ wherever or create an alias called 'test’On Fri, Oct 27, 2000 at 04:33:11PM +0900, Andy Tomlinson wrote:
Hi,
I have just installed RT and I have a question regarding the mail aliases.
So far I have set up one queue called “test”, when I use the web interface
everything goes OK and it sends email out to all the queue members.
The email’s return-to address is set to test@wherever. So if a user replies
to this then, since we don’t have a test alias, their mail is not processed
by rt.
Is there any way to change the reply-to address to go to rt? Or do I need to
set an alias for each queue?
jesse reed vincent — root@eruditorum.org ---- jesse@fsck.com
gpg 70EBAC90 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90
A REAL sysadmin challenge is “resurrect five dead mailserver while so ripped
to the gills on mdma that you can’t focus on any given line of text for more
than 10 seconds continuously.”
-Nathan Mehl
Check out the wiki on the website (or buy the book, it’s worth it) and
look under Customisation.
Or copy all of /opt/rt3/share to /opt/rt3/local, and modify what you
copied.
But you will probably find it is worth spending the time doing some
little reading, since you’ll learn how to do cusomisation is such a way
as it doesn’t get over-written with minor version changes. (There’s a
topic on the Wiki called something like CleanlyCustomizeRT).
I have installed rt and am having trouble with few items:
Under the "10 Highest Priorities I Own"
The link under the ticket number works fine...but the link under
the actual description is not valid…here is a code sample of this
page:
Thanks for your response.I am not actually wanting to customize at this
point…After the intial install I changed the WebUrl to /rt .this seems to
be working fine except in a few areas.if you notice in the post one of the
ref point to the correct ref while the actual “text description” points to a
the incomplete ref. I have considered purchasing the book.I am please to
find that it would be a valuable tool to using rt.
Check out the wiki on the website (or buy the book, it’s worth it) and look
under Customisation.
Or copy all of /opt/rt3/share to /opt/rt3/local, and modify what you copied.
But you will probably find it is worth spending the time doing some little
reading, since you’ll learn how to do cusomisation is such a way as it
doesn’t get over-written with minor version changes. (There’s a topic on the
Wiki called something like CleanlyCustomizeRT).
Lee Goddard
Consultant Internet Application Analysis/Development
European Aviation Safety Agency www.easa.eu.int
Thanks for your response.I am not actually wanting to customize at this
point…After the intial install I changed the WebUrl to /rt .this seems to
be working fine except in a few areas.if you notice in the post one of the
ref point to the correct ref while the actual “text description” points to a
the incomplete ref. I have considered purchasing the book.I am please to
find that it would be a valuable tool to using rt.
Check out the wiki on the website (or buy the book, it’s worth it) and look
under Customisation.
Or copy all of /opt/rt3/share to /opt/rt3/local, and modify what you copied.
But you will probably find it is worth spending the time doing some little
reading, since you’ll learn how to do cusomisation is such a way as it
doesn’t get over-written with minor version changes. (There’s a topic on the
Wiki called something like CleanlyCustomizeRT).
Lee Goddard
Consultant Internet Application Analysis/Development
European Aviation Safety Agency www.easa.eu.int
After using RT for a year, I just noticed something clever that was not
obvious.
When you post a Reply or Comment, you can modify the recipients at the
bottom of the screen using the checkboxes and the “Save Changes” button.
I just realized that the changes you make here are permanent until you
revert them, meaning that you can “squelch” a someone out of the
conversation until you’re ready to include them again.
I’d seen the documentation for the squelch list in the API, but I didn’t
know that it was being used (and saved with the ticket) for this purpose.
Anyway, that’s very clever. My only complaint is that the button at the
bottom should be named “Save E-mail Recipients” or something, because a
lot of our technical staff will get confused and hit the Save Changes
button instead of the Update Ticket button.
Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267 Fax: 713.348.6099
After using RT for a year, I just noticed something clever that was not
obvious.
When you post a Reply or Comment, you can modify the recipients at the
bottom of the screen using the checkboxes and the “Save Changes” button.
I just realized that the changes you make here are permanent until you
revert them, meaning that you can “squelch” a someone out of the
conversation until you’re ready to include them again.
I’d seen the documentation for the squelch list in the API, but I didn’t
know that it was being used (and saved with the ticket) for this purpose.=
Anyway, that’s very clever. My only complaint is that the button at the
bottom should be named “Save E-mail Recipients” or something, because a
lot of our technical staff will get confused and hit the Save Changes
button instead of the Update Ticket button.
To add my own tiny nit: this section is set up so that
checking a box means “change the status”. The effect of
the check depends on the current status, which you have to
read.
As opposed to pre-checking those getting mail, and leaving
blank those not getting mail. Therefore the “checkmark”
would always mean “gets mail”, and you could uncheck
it if you wanted to.
We had enough confusion over this point initially that I just
told people “don’t use this feature”.
After using RT for a year, I just noticed something clever that was not
obvious.
When you post a Reply or Comment, you can modify the recipients at the
bottom of the screen using the checkboxes and the “Save Changes” button.
I just realized that the changes you make here are permanent until you
revert them, meaning that you can “squelch” a someone out of the
conversation until you’re ready to include them again.
I’d seen the documentation for the squelch list in the API, but I didn’t
know that it was being used (and saved with the ticket) for this purpose.=
Anyway, that’s very clever. My only complaint is that the button at the
bottom should be named “Save E-mail Recipients” or something, because a
lot of our technical staff will get confused and hit the Save Changes
button instead of the Update Ticket button.
To add my own tiny nit: this section is set up so that
checking a box means “change the status”. The effect of
the check depends on the current status, which you have to
read.
I’d be absolutely thrilled to take a patch to do this for 3.6. (Both
things: to update the wording AND to invert the checkboxes.) It makes
perfect sense. The current feature is implemented in exactly the way
that the original customer had asked for. They were concerned with
“blacklisting”, not “picking recipients”. That doesn’t make it right,
just made it “right then”.