Rt2 -- attachment handling

An interesting problem with RT 2.0.15:

In any browser other than IE6/windows, clicking on the "download"
link for an attachment within a ticket does, in fact, download the
link.

In IE6/win, clicking the link leads to a redirect to an
unlikely-looking URL:

mhtml:http://rt.myjob.com/Ticket/Attachment/######/######/

…and an internally-generated “This page cannot be displayed” error
from IE.

Is this some change in IE’s behavior related to MS04-013?

-n

------------------------------------------------------memory@blank.org
You can’t say “tits” on the radio, but you can say "Pamela Anderson Lee"
and what’s the difference? (–Sarah Vowell)
http://blank.org/memory/----------------------------------------------

That’s…special. I’ve never seen quite that failure mode before. Are
you running RT on an SSL-equipped webserver? This could be related to
how IE fails to handle “don’t cache this page” directives correctly.On Fri, Apr 23, 2004 at 01:18:57PM -0400, Nathan J. Mehl wrote:

An interesting problem with RT 2.0.15:

In any browser other than IE6/windows, clicking on the “download”
link for an attachment within a ticket does, in fact, download the
link.

In IE6/win, clicking the link leads to a redirect to an
unlikely-looking URL:

mhtml:http://rt.myjob.com/Ticket/Attachment/######/######/

…and an internally-generated “This page cannot be displayed” error
from IE.

Is this some change in IE’s behavior related to MS04-013?

-n

------------------------------------------------------memory@blank.org
You can’t say “tits” on the radio, but you can say “Pamela Anderson Lee”
and what’s the difference? (–Sarah Vowell)
http://blank.org/memory/----------------------------------------------


The rt-users Archives

RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
http://bestpractical.com/services/training.html

Sign up early, as class space is limited.

Is anyone currently using the ‘pgrtreport’ utility (currently hosted
at http://pgrtreport.sourceforge.net) with RT3, on any OS other than
Linux? The side blurb implies that it can be used with RT3, but
actual documentation on it is pretty much nil, and the build/install
process appears to be rather geared toward creating an RPM file, which
is not so useful on FreeBSD…

-n

------------------------------------------------------------memory@blank.org
“Tragedy is when I cut my finger. Comedy is when you fall down an open manhole
cover and die.” (–Mel Brooks)
http://blank.org/memory/----------------------------------------------------

This is, I suspect, an RFE, unless I’ve completely misunderstood RT3’s
documentation…

Would it be feasible to implement some way of logically “grouping”
queues in RT?

For example:

Let’s say that I have a medium-sized company with three internal
departments: Development, IT and Customer Support. This company has
three products: the Widget, the Thingy and the Whatsis. In order to
keep things tidy, each department wants several queues with associated
email gateways, e.g.:

IT:			Helpdesk
			IT Projects

Development:		Widget Bugs
			Thingy Bugs
			Whatsis Bugs

Customer Support:	Widget Support
			Thingy Support
			Whatsis Support

As it stands, if Development wants to set up a list of custom fields
for, say, bug keywords, I have two options: I can set up (and attempt
to maintain) an identical set of custom fields for each of
Development’s three queues, or I can set up a single, global custom
field. The former is clunky, since keeping the fields in sync between
the queues is manual and error-prone. The latter is fugly, since it
will, for instance, confuse the customer support staff by presenting
them with a custom field select that is completely irrelevant to them.
(Worse yet, they might actually use it instead of their own custom
fields!)

The ideal thing would be if there were some way to create a “Group of
Queues”, e.g. a “Development” group containing the three “Bugs” queues
as members, and be able to apply things like custom fields, scrips and
templates at the group level.

Any thoughts?

-n

------------------------------------------------------------memory@blank.org
“There are only 412 people in the world. And Nathan Mehl is 17 of them.”
(–Pete Ehlke)
http://blank.org/memory/----------------------------------------------------

Would it be feasible to implement some way of logically "grouping"
queues in RT?

It’s been discussed, but it’s not high on our internal priority list.

for, say, bug keywords, I have two options: I can set up (and attempt
to maintain) an identical set of custom fields for each of
Development’s three queues, or I can set up a single, global custom
field. The former is clunky, since keeping the fields in sync between
the queues is manual and error-prone. The latter is fugly, since it
will, for instance, confuse the customer support staff by presenting
them with a custom field select that is completely irrelevant to them.
(Worse yet, they might actually use it instead of their own custom
fields!)

In 3.4, you’ll be able to have custom fields apply to M of N queues,
which should get you most of what you want.

-j

In 3.4, you’ll be able to have custom fields apply to M of N queues,
which should get you most of what you want.

Great news! It would be useful to extend this flexibility to Scrips and
Templates too, or possibly to have the option of having a global or m/n
Scrip that uses a local queue Template.

–Bret