[rt-users] Site-specific customization of RT, and DTRT

Michael K Brown michael.k.brown at alcatel.com
Fri Mar 22 11:17:02 EST 2002


Hi Folks!

I've been following some traffic on the list, and I'm wondering about how to
best customize RT to meet the needs.  I've seen some traffic lately about
the rt/local/ directory, and I'm wondering how it fits into the greater
scheme of things.  This is a bit long, so I hope you bear with me!

What I've done with my site (which is relatively new) is use a modified
autohandler for LDAP and use the LDAPsync script (Big Thanks go out to Mike
Quintero and Johan Edstrom for all their help with that.)

I've modified the rt/WebRT/html/Elements/Headers and I've modified the
rt/WebRT/html/Elements/Self/Service/Elements/Headers to remove the prefs
link (since I don't want users thinking they can change their passwd, and
sigs aren't essential).

I've modified the rt/WebRT/html/Elements/Tabs to put in [Help] (which I have
yet to write), [Reports], and the [Quick Ticket] (LDAP search).

I'm looking at putting in stuff like the StockAnswers, and DTRT (once I
figure out how to install it - what goes where???). I like the idea behind
DTRT, but I haven't had time to install it, and I'm reluctant to experiment
too much on what is now a production system.

What I'm asking is: Is what I've currently done the best way to do it?  I'm
thinking down the lines when it comes time to upgrade... and upgrade... and
upgrade...  I don't want my customizations to get wiped out at some point in
the future, requiring a lot of work to fix it.  The rt2.0.11 -> rt2.0.12 was
fairly painless, in that none of my tweaks got destroyed.  Am I going about
things the right way, or is there a better way to do it?

Thanks in advance!


Michael K. Brown
Lab Technician
ATM Engineering Services - Lab Services
Tel: (613) 784-4354
michael.k.brown at alcatel.com





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