[rt-users] Help for beginner

[Kevin Murphy]

Al,

I would like to help to improve the documentation, especially regarding 
customization of RT.   I introduced RT to my research lab (and myself) 
a week ago, and we are on the cusp of embracing/chucking it.  The 
consensus is that RT is promising but kind of clunky, and I've received 
many change requests for RT itself.

Mostly what I've done so far is just to tweak some of the HTML and go 
into the database to fix up ordering and descriptions of custom fields, 
but I'd like to do more.

I also don't know that much about mason, but at least we have this: 
http://www.masonbook.com/book/

If you get into customization, I'm guessing it would be helpful to use 
Aegis, which I know nothing about.  At the moment, what I've done is 
import the installed rt3 tree into a cvs repository.  That way, when 
3.0.5 comes out, I will be able to relatively easily merge my changes 
into the new release.

-Kevin

On Monday, August 25, 2003, at 04:42 PM, ahorn at deorth.org wrote:

>
> On Mon, 25 Aug 2003, Mitchell Wright wrote:
>
>> Date: Mon, 25 Aug 2003 12:24:54 -0400
>> From: Mitchell Wright <wright at nimm.com>
>> To: RT Mailing List <rt-users at lists.fsck.com>
>> Subject: Re: [rt-users] Help for beginner
>>
>> "Using your head a bit, won't hurt."
>>
>> Why are so many of you so rude and ignorant? If it was such an 
>> incredible
>> burden on your oh so clever brain to write the email then why bother?
>
> I concur.
>
> I have used my head to figure out RT. I am still ignorant of many of 
> its
> aspects. A lot of the underlying Mason stuff I don't understand. I am 
> not
> a database expert so the schema visualisation doesn't help me that much
> either. I have'nt found an overall 'this is how RT works' type document
>
> you know..
>
> user clicks button to submit ticket.. the folowing code is executed 
> etc...
>
> Without that roadmap it becomes hellish to try and extent.
>
> As a result, extending RT is difficult for me to come to grips with. I
> think the general install documentation is pretty good, but some nice 
> part
> of the faq that talks about stuff like :
>
> o Changing forms contents
> o Adding new fields
> o Changing look and feel
> o Workflow definition
>
>
> etc... would be nice. This mailing list is a great resource, but in the
> last twice that I've sent a query to it, no-one has been able to (or 
> had
> the time to) answer my queries.
>
> Hey.. free support though.. you take what you can get. If I really 
> needed
> an answer really quick I'd contract the authors for support at market
> rates :)
>
> Cheers,
>
> Al
>
>
>>> On 8/23/03 5:39 AM, "Ale¹
> Su¹nik" <alesh at sportina.si> wrote: >
>>> Robin,
>>>
>>> you have a README file in the base dir, which guides you how to 
>>> install RT
>>> on your system.
>>>
>>> Then you have a draft manual for RT located at
>>> http://www.bestpractical.com/rt/docs.html .
>>>
>>> Then you have some/alot of useful information located at
>>> http://fsck.com/rtfm .
>>>
>>> And when you really really get stuck you have the mailing lists =>
>>> http://www.bestpractical.com/rt/lists.html .
>>>
>>> Using your head a bit, won't hurt.
>>>
>>> A.
>>>
>>> -----Original Message-----
>>> From: rt-users-admin at lists.fsck.com 
>>> [mailto:rt-users-admin at lists.fsck.com]
>>> On Behalf Of Robin Bowes
>>> Sent: Saturday, August 23, 2003 12:53 AM
>>> To: rt-users at lists.fsck.com
>>> Subject: [rt-users] Help for beginner
>>>
>>>
>>> Hi,
>>>
>>> Can anyone point me at a step-b-ystep guide to first time set up of 
>>> RT3 for
>>> a newcomer to the package?
>>>
>>> I like to think I'm reasonably competent, but I'm struggling to get 
>>> my head
>>> round the various RT concepts (queues, scrips, how to handle mail, 
>>> etc).
>>>
>>> What would be ideal for me would a tutorial that takes you through
>>> first-time configuration and sets up a couple of queues and also 
>>> shows how
>>> to handle mail to "support at robinbowes.com".
>>>
>>> Does this sort of thing exist?
>>>
>>> Thanks,
>>>
>>> R.
>>> ---
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>>> Checked by AVG anti-virus system (http://www.grisoft.com).
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>>> _______________________________________________
>>> rt-users mailing list
>>> rt-users at 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
>>>
>>>
>>> _______________________________________________
>>> rt-users mailing list
>>> rt-users at 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
>>>
>>
>> _______________________________________________
>> rt-users mailing list
>> rt-users at 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
>>
>
> _______________________________________________
> rt-users mailing list
> rt-users at 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
>