Notification of correspondence to person performing action --also, mail commands?

RT Users
1

hi all,

I’m running RT 2.0.14, and we’ve been using RT in general for quite
some time now. In the newer versions, however, we’ve all noted two
rather large changes that we’d like to somehow hack into the newer
version (it 'just worked’™ in the older versions):

  1. Some of us deal with RT almost exclusively via email. However, in
    this version, if I reply to a ticket, everyone gets that correspondence
    except for me! Everyone in my group would like the ability to have the
    whole thread, including our replies, in our RT mail folders, but for
    the life of me I can’t determine the proper place in the code to make
    this change. Sifting through all this terminology and code is
    non-trivial. Can I do this with some simple scrip? Has someone done
    this? Did I miss this in the manual? I read it!

  2. Since we upgraded, the old % commands we used to be able to put in
    our emails don’t work. Was this feature deprecated? Can I get it back
    somehow?

Thanks for any input here.
brian.

2

Brian Jones wrote:

I’m running RT 2.0.14, and we’ve been using RT in general for quite
some time now. In the newer versions, however, we’ve all noted two
rather large changes that we’d like to somehow hack into the newer
version (it 'just worked’™ in the older versions):

It sounds like you’re upgrading from 1.x?

  1. Some of us deal with RT almost exclusively via email. However, in
    this version, if I reply to a ticket, everyone gets that correspondence
    except for me! Everyone in my group would like the ability to have the
    whole thread, including our replies, in our RT mail folders, but for
    the life of me I can’t determine the proper place in the code to make
    this change. Sifting through all this terminology and code is
    non-trivial. Can I do this with some simple scrip? Has someone done
    this? Did I miss this in the manual? I read it!

I’ve just added this to the FAQ:
http://fsck.com/rtfm/article.html?id=5#73

  1. Since we upgraded, the old % commands we used to be able to put in
    our emails don’t work. Was this feature deprecated? Can I get it back
    somehow?

http://fsck.com/rtfm/article.html?id=5#76

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

3

It sounds like you’re upgrading from 1.x?

Yes, we upgraded some number of months ago, and are just now getting
around to doing some work on it.

I’ve just added this to the FAQ:
http://fsck.com/rtfm/article.html?id=5#73

Great. I commented out these lines, but I’m not seeing any change.
Then I realized that ‘$creator’ is only referenced in that file, so I
commented out the creation of ‘$creator’, just above the lines you said
to comment out, where it starts out ‘my $creator =
…->EmailAddress()’. Still no change that I can see. I tested
creating a problem ticket via email, replying to a problem ticket via
email, replying via the web interface, then taking ownership of the
ticket and doing all of that while I owned the ticket (just in case).
I didn’t receive any mail at all :frowning: Did I forget to do something?

I’m still not seeing a change, but I’ll have to check out the logs I
guess (when I find them… this is my first venture into RT’s
structure, so excuse my ignorance.

http://fsck.com/rtfm/article.html?id=5#76

This is helpful, thanks a lot for the pointer…

brian

4

http://fsck.com/rtfm/article.html?id=5#73

Great. I commented out these lines, but I’m not seeing any change.
Then I realized that ‘$creator’ is only referenced in that file, so I
commented out the creation of ‘$creator’, just above the lines you said
to comment out, where it starts out ‘my $creator =
…->EmailAddress()’. Still no change that I can see. I tested
creating a problem ticket via email, replying to a problem ticket via
email, replying via the web interface, then taking ownership of the
ticket and doing all of that while I owned the ticket (just in case).
I didn’t receive any mail at all :frowning: Did I forget to do something?

I’m still not seeing a change, but I’ll have to check out the logs I
guess (when I find them… this is my first venture into RT’s
structure, so excuse my ignorance.

You probably need to restart apache (or apache-ssl) because of
mod_perl. You changed a perl code module, and it’s not loading the new
version yet.

Seth