Warning before sending correspondence

RT Users
1

We just got … singed … when someone accidentally sent a comment as correspondence. Even with the red background in the message box.

I’m guessing that this is a common failure mode, and am wondering whether there is a { setting, plugin } that will pop up a “This is going to the Requestor … are you sure?” alert before sending?

Thanks!

Jason

2

We just got … singed … when someone accidentally sent a comment as correspondence. Even with the red background in the message box.

I’m guessing that this is a common failure mode, and am wondering whether there is a { setting, plugin } that will pop up a “This is going to the Requestor … are you sure?” alert before sending?

There’s definitely no setting and I don’t think I’ve seen a plugin for this. Although this sounds like one of those cases where a technological solution to a problem with people might not be the answer perhaps modifying the textbox with some default text (ie. “This response will be seen by customers - remove this text.”) for correspondence with something they have to actually remove before typing might be a relatively simple way to achieve some warning.

Landon Stewart : lstewart@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com : +1 (888) 909-4932

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3

We just got … singed … when someone accidentally sent a comment as
correspondence. Even with the red background in the message box.

I’m guessing that this is a common failure mode, and am wondering
whether there is a { setting, plugin } that will pop up a “This is going to
the Requestor … are you sure?” alert before sending?

There’s definitely no setting and I don’t think I’ve seen a plugin for
this. Although this sounds like one of those cases where a technological
solution to a problem with people might not be the answer perhaps modifying
the textbox with some default text (ie. “This response will be seen by
customers - remove this text.”) for correspondence with something they have
to actually remove before typing might be a relatively simple way to
achieve some warning.

I agree with Landon’s opinion here, a pop-up alert is overly heavy handed.
Clearer wording should do it. I had a similar problem when we first started
using RT, my solution was to change the labeling. The easiest way to do
this:
1 create a file: rt/local/po/en.po [assuming “en” is the language your
folks use]
2 in that file put the following text (I indented for clarity in this
email, you should not indent in the file):

msgid “Reply”
msgstr “Public Reply”

msgid “Comment”
msgstr “Private Comment”

be sure that the directory and file permissions are similar to other parts
of the rt folder so you don’t get permissions errors. As usual when
changing RT config or files you should clear the mason cache (rm -rf
rt/var/mason_data/obj/*) and restart the webserver.

cheers,
ram