RT-Originator

Hi there RT folks.

We’d like to hide the RT-Originator header that gets generated when we
reply to tickets by email.

I’ve found the line:

$self->SetHeader('RT-Originator', $self->TransactionObj->CreatorObj->EmailAddress);    

in Action/SendEmail.pm, and I’d like to know if it’s safe to comment
it out. Obviously commenting it out will remove the header, but I was
wondering if that header is used internally by RT (on bounces, or
future replies, or whatever).

Thanks for your help!
Colin Henein

“CH” == Colin Henein rt@cmh.parliant.com writes:

CH> Hi there RT folks.
CH> We’d like to hide the RT-Originator header that gets generated when we
CH> reply to tickets by email.

CH> I’ve found the line:

CH> $self->SetHeader(‘RT-Originator’, $self->TransactionObj->CreatorObj->EmailAddress);

CH> in Action/SendEmail.pm, and I’d like to know if it’s safe to comment
CH> it out. Obviously commenting it out will remove the header, but I was
CH> wondering if that header is used internally by RT (on bounces, or
CH> future replies, or whatever).

Personally, I don’t think it should be there at all in a human
readable format. We’ve had some people dig through the messages and
reply to that address rather than just reply to the message. We don’t
want to leak our internal staff’s email addresses, either. People
like to bypass formal systems when they know they can reach a person
directly.

Vivek Khera wrote:

CH> $self->SetHeader(‘RT-Originator’, $self->TransactionObj->CreatorObj->E
mailAddress);

CH> in Action/SendEmail.pm, and I’d like to know if it’s safe to comment
CH> it out. Obviously commenting it out will remove the header, but I was
CH> wondering if that header is used internally by RT (on bounces, or
CH> future replies, or whatever).

RT never looks at this header, only sets it. It should be safe to delete.

Personally, I don’t think it should be there at all in a human
readable format.

What about replacing “EmailAddress” with “Id” ?
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

As part of the 3.0 release, I’ve been pondering moving most of the
metadata headers (though not the RT version string) into the templates,
so they can be more easily massaged by local sites. How would folks feel
about that?

»|« http://www.bestpractical.com/rt – Trouble Ticketing. Free.

I think its a good idea; it allows for more control; particularly for
companies like the one I work for which changes names every few months…

Roy----- Original Message -----
From: “Jesse Vincent” jesse@bestpractical.com
To: rt-users@lists.fsck.com
Sent: Wednesday, October 16, 2002 12:42 AM
Subject: Re: [rt-users] RT-Originator

As part of the 3.0 release, I’ve been pondering moving most of the
metadata headers (though not the RT version string) into the templates,
so they can be more easily massaged by local sites. How would folks feel
about that?

�|� http://www.bestpractical.com/rt – Trouble Ticketing. Free.
rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Jesse Vincent wrote:

As part of the 3.0 release, I’ve been pondering moving most of the
metadata headers (though not the RT version string) into the templates,
so they can be more easily massaged by local sites. How would folks feel
about that?

Most of those headers are pretty mandatory, aren’t they?
Sounds nice in theory, but I can see some foot-shooting
occurring as loop prevention headers (for example) get
fluffed…
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

Most of those headers are pretty mandatory, aren’t they?
Sounds nice in theory, but I can see some foot-shooting
occurring as loop prevention headers (for example) get
fluffed…

I wasn’t planning on moving out anything that programmatic tools depend
on :wink:


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


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

»|« http://www.bestpractical.com/rt – Trouble Ticketing. Free.

“PH” == Phil Homewood pdh@snapgear.com writes:

Personally, I don’t think it should be there at all in a human
readable format.

PH> What about replacing “EmailAddress” with “Id” ?

That might be sufficient, or it may leak half the info you need to log
into RT, which could be bad too. Perhaps some internal numerical ID
number or an MD5 sum of email. Just not anything usable.

Vivek Khera, Ph.D. Khera Communications, Inc.
Internet: khera@kciLink.com Rockville, MD +1-240-453-8497
AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/