RT & EXIM (part2)

sylvain_secret · March 29, 2005, 10:32am

Iï¿½ve red full of documentation, but i don-t
understand if
when a contact reply to a ticket send by rt, does
this
mail can implement itself in the rt database or do i
implement it manualy??

I think you’re asking: when someone replies to an
email about a
ticket from RT, will that reply be attached to the
ticket
automatically?"

And, if you have your mailgate set up and running
correctly, the answer
should be “Yes.”

Try it and see…

I, personally, have a follow-up question for the
crowd: if you get a
comment in your mail because you’re an adminCC, and
you reply to it,
what happens? I expect it to realize you were
replying to a comment,
and not make your reply public; is that what
happens? (My mailgate
isn’t running yet; I have Cyrus/PGsql issues with
Postfix, so alas, I
can’t take my own advice

Cheers,
– jraDate: Fri, 25 Mar 2005 13:35:51 -0600 (CST)
From: Russell Mosemann mose@ns.cune.edu
Subject: Re: [rt-users] RT and Exim
To: “Jay R. Ashworth” jra@baylink.com
Cc: rt-users@lists.bestpractical.com
Message-ID:
Pine.SOL.4.21.0503251328280.16550-100000@ns.cune.edu
Content-Type: TEXT/PLAIN; charset=US-ASCII

The message will come from blahblah-comment@blah.com.
That’s the key.
When the reply is sent, it will go to the comment
alias, which tells
rt-mailgate to add this as a comment. If you have
rights to add
comments
to tickets in that queue, then your message will be
added as a comment.
If you were copied on the comment but you don’t have
rights to add
comments, then your reply won’t be added to the
ticket.

Russell Mosemann, Ph.D. * Computing Services *
Concordia University,

Hi all,

thank for ur reply Jay&Russell,

i m happy this morning to know that it’s possible for
rt to attach a reply to the ticket automatically…

I want to use rt in my company for customer
support…to send mail, we are working with an
exchange server…so replies users allowed for
comments are transfered by my exchange and not by my
mta exim running on my rt server…Exim just send mail
when i create a ticket or edit it directly via rt.
Is it possible to add comment automaticaly with this
configuration…

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Russell_Mosemann · March 29, 2005, 1:50pm

i m happy this morning to know that it’s possible for
rt to attach a reply to the ticket automatically…

It will attach the reply to the ticket as long as the subject contains the
ticket ID, for example

so replies users allowed for
comments are transfered by my exchange and not by my
mta exim running on my rt server…

There is difference between “reply” and “comment”. Usually, RT is
configured so that a reply is a message added to a ticket that you and the
user see, but a comment is a private message added to the ticket that only
you see. Sometimes there is an internal discussion or information about a
problem that the end user does not need to see. That would be placed in a
comment.

Exim just send mail
when i create a ticket or edit it directly via rt.
Is it possible to add comment automaticaly with this
configuration…

If users send email from Exchange and it is delivered to Exim, then the
reply would be added to the ticket, using the ticket ID in the subject.
If there is no ticket ID in the subject, a new ticket would be opened.

Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
“Never moon a werewolf.”

Jay_R_Ashworth · March 29, 2005, 6:27pm

i m happy this morning to know that it’s possible for
rt to attach a reply to the ticket automatically…

It will attach the reply to the ticket as long as the subject contains the
ticket ID, for example

Subject: Re: [XYZ #547] Widget broken

Is there not also an X-header that contains the ticket number, to give
the user a second chance if they play with the Subject?

Cheers,
– jra
Jay R. Ashworth jra@baylink.com
Designer Baylink RFC 2100
Ashworth & Associates The Things I Think '87 e24
St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274

  If you can read this... thank a system administrator.  Or two.  --me

Russell_Mosemann · March 29, 2005, 7:14pm

Is there not also an X-header that contains the ticket number, to give
the user a second chance if they play with the Subject?

There is an RT-Ticket header and an In-Reply-To header. The RT-Ticket
header won’t be included in the reply, and I’m not sure if the In-Reply-To
header will contain the original information or not. I also haven’t dug
into the code to see if the In-Reply-To header is examined.

Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
“An optimist thinks the glass is half full; a pessimist, half empty.
The corporate downsizer thinks there’s waaaay too much glass, here.”

Jay_R_Ashworth · March 29, 2005, 8:13pm

Is there not also an X-header that contains the ticket number, to give
the user a second chance if they play with the Subject?

There is an RT-Ticket header and an In-Reply-To header. The RT-Ticket
header won’t be included in the reply, and I’m not sure if the In-Reply-To
header will contain the original information or not. I also haven’t dug
into the code to see if the In-Reply-To header is examined.

A quick check suggests you’re right: even Mutt doesn’t copy that
RT-Ticket header (which really ought, of course, to be “X-RT-Ticket:”)
into the reply; I’d thought it had. Damn.

And no, not even Mutt puts the subect in the IRT header.

Cheers,
– jra
Jay R. Ashworth jra@baylink.com
Designer Baylink RFC 2100
Ashworth & Associates The Things I Think '87 e24
St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274

  If you can read this... thank a system administrator.  Or two.  --me

John_Giles · March 29, 2005, 8:34pm

RT 3.2.2
Mysql 4
Fastcgi
Apache 2

I just moved my RT 3.2.2 to another server and the only problem is
when I click on CONFIGURATION I am routed back to my RT Home page.

I see in my Apache access_log files that I am accessing the /Admin/
directory but I go straight back to the main index.html.
10.10.1.114 - - [29/Mar/2005:14:22:16 -0600] “GET /Admin/ HTTP/1.1” 301 369 “http://rt3/index.html” “Opera/7.54 (X11; Linux i686; U) [en]”
10.10.1.114 - - [29/Mar/2005:14:22:16 -0600] “GET /index.html HTTP/1.1” 200 43814 “http://rt3/index.html” “Opera/7.54 (X11; Linux i686; U) [en]”

I do not have any other problems accessing the Tabs on the left
side. Could it be a permissioning issue within RT ? Is there a
test that I can do ? I don’t think my Groups tables is corrupt
as I mysqldump’d my database and loaded it normally on the server.

Please help. I can’t upgrade to v3.4.1 until my v3.2.2 is running
properly.

Thank you
John Giles
john@trdlnk.com

Jesse_Vincent · March 30, 2005, 2:16am

A quick check suggests you’re right: even Mutt doesn’t copy that
RT-Ticket header (which really ought, of course, to be “X-RT-Ticket:”)

Actually, RFC2822 says you don’t need the X anymore.

Jay_R_Ashworth · March 30, 2005, 2:46pm

A quick check suggests you’re right: even Mutt doesn’t copy that
RT-Ticket header (which really ought, of course, to be “X-RT-Ticket:”)

Actually, RFC2822 says you don’t need the X anymore.

Really?

I’d read it, but apparently not exhaustively enough.

[ reads ]

I see that 3.6.8 has been loosened not to require the prefix. I’d be
interested in the history of that, because I can still see why it might
be a bad idea.

Ok, it was a long time between 822 and 2822; you’d think any new
official header they might want to introduce would be there already,
and not therefore a candidate for a collision…

but not all the smart people worked on 2822, either.

Time for some research, obviously.

Cheers,

jra
Jay R. Ashworth jra@baylink.com
Designer Baylink RFC 2100
Ashworth & Associates The Things I Think '87 e24
St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274
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If you can read this... thank a system administrator.  Or two.  --me
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