Hi everyone
I just installed RT on one of our systems. I must say, that I’m really
surprised how good the software is, but for a few points, to which you
can surely give me a good solution to.
First: Our e-mail conversation is mostly in German what leads to some
garbage in the e-mails we write because of special iso characters like ö
ä ü . I saw that stripmime app on the contrib site, which should be
supposed to solve this problem. I tried to install it, but was not
successful. I followed the instructions in the app, but I’m not sure how
to configure those vars in stripmime. Could somebody give me a short
explanation that goes a little further than the comments in the app?
Maybe some examples would be fine too.
Second: We really don’t need to see every header of the mail a requestor
has sent when looking at the e-mails or at the webui. Is there some way
to replace %trans:content% with something less heavy?
I hope you all had nice holidays!
Sincerely,
Andres Petralli - Arpanet AG
Andres Petralli, Arpanet AG
Steinengraben 18, 4002 Basel, Switzerland
Tel: +41 (0)61 276 96 60, Fax: +41 (0)61 276 96 66
http://www.arpanet.ch/
PGP: B337 9D8E B95B CAA0 0C4E F2D5 E791 DB2E EB8F 530E
Hrmm… we need an RT FAQ. 
The issue about the headers is one that comes up often. It’s one of the
most popular configuration changes that is done, but it does not have a
config file attribute or anything via the RT-admin interface.
You have to go into the code and edit the file:
lib/rt/ui/web/manipulate.pm
Look around line 778, for a line with the contents of:
&rt::ui::web::print_transaction(‘none’,‘received’,$rt::req[$serial_num]{‘trans’}[$temp]{‘content’});
Notice the first argument which is passed to the routine… it’s “none”.
The default is something else that I can’t seem to recall right this
moment, but that default makes it so that you see all of the headers.
Changing it to “none” hides all of the header information from the ticket
display.
-Rich
Second: We really don’t need to see every header of the mail a requestor
has sent when looking at the e-mails or at the webui. Is there some way
to replace %trans:content% with something less heavy?
I hope you all had nice holidays!
Sincerely,
Andres Petralli - Arpanet AG
–
Andres Petralli, Arpanet AG
Steinengraben 18, 4002 Basel, Switzerland
Tel: +41 (0)61 276 96 60, Fax: +41 (0)61 276 96 66
http://www.arpanet.ch/
PGP: B337 9D8E B95B CAA0 0C4E F2D5 E791 DB2E EB8F 530E
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Richard West mailto:richard.west@divatv.com
Sr. Systems Administrator
Diva - Princeton, NJ http://www.divatv.com