Nice to have

RT Users
1

I’ve been thinking it would be nice to have…

  1. Automatic addition of incoming request CCs to the CC list
    for the ticket (with the owner’s option of removing them).

  2. RT mail commands don’t seem to be implemented in RT2 but it
    would be nice to be able to correspond by email and also set
    attributes of the ticket by commands within the email.

  3. Automatic setting of initial priority based on identifation
    of the requestor’s email address (to give priority to
    customers with a maintenance contract). Automatic setting
    of keywords would also be useful.

  4. Automatic (intelligent) removal/truncation of email signatures.
    In these days where people are using ever-increasing amounts
    of personal info and legal disclaimers in sigs it clutters
    a ticket history (as does excessive quoting also), so it would
    be really good to supress it. However, it would not be good to
    strip all sig info espacially on creation of the ticket.
    This would need careful implementation.

Anyone had the same ideas? Anyone got any implementations of
these ideas, or should I start figuring out how to do it myself?

TIA,
Mike

Mike Hobbs
IPTV Technical Support Engineer
Tel +44 (0) 1223 518522
Pace Micro Technology, Cambridge, CB5 8PB

2

I’ve been thinking it would be nice to have…

  1. Automatic addition of incoming request CCs to the CC list
    for the ticket (with the owner’s option of removing them).

I’m pretty sure this has come up on the list before, maybe even with a
solution.

  1. RT mail commands don’t seem to be implemented in RT2 but it
    would be nice to be able to correspond by email and also set
    attributes of the ticket by commands within the email.

enhanced-mailgate:

http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/enhanced-mailgate.README
http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/enhanced-mailgate

  1. Automatic setting of initial priority based on identifation
    of the requestor’s email address (to give priority to
    customers with a maintenance contract). Automatic setting
    of keywords would also be useful.

You can probably do that wit the SetPriority ScripAction:

http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/ScripActions/SetPriority/

  1. Automatic (intelligent) removal/truncation of email signatures.

RT strips sigs when it quotes originals, but not in the originals
themselves. (If you’re that tight for space…)

-Rich

Rich Lafferty --------------±----------------------------------------------
Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus!
http://www.lafferty.ca/ | Save The Pacific Northwest Tree Octopus
rich@lafferty.ca -----------±----------------------------------------------

3

Rich Lafferty wrote:

I’ve been thinking it would be nice to have…

  1. Automatic addition of incoming request CCs to the CC list
    for the ticket (with the owner’s option of removing them).

I’m pretty sure this has come up on the list before, maybe even with a
solution.

Look for $ParseNewMessageForTicketCcs in config.pm.

Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances