[rt-users] Out of the box configuration guide? Also, importing from Excel?

[Ruslan U. Zakirov]

John Kaczala wrote:
>  
> 
> Hi all,
> 
>  
> 
>             I’ve been lurking for a few days now and have been doing
> some basic RT research on the Wiki and web.  I’m hoping to get a full RT
> installation up and running here to manage workflow and bug tracking for
> our Ops, Customer Service, and Engineering groups.  Yesterday the Ops
> group set up a pilot Windows box for me with the windows install of RT
> and I’m starting to play with it and see what it’ll take to implement
> workflow, etc.  Once I’m convinced that this is the right tool for us,
> they’ll build a “real” install on a Linux box.
> 
>  
> 
> Anyhow, I haven’t found answers to the following questions and am
> wondering if anyone can point me in the right direction:
> 
>  
> 
>             -Is anyone aware of, or does anyone have a guide for basic
> RT configuration out of the box, for things such as setting up queues,
> groups, etc.?  I’m more of a project manager with a basic unix user
> background, but not really hardcore unix admin experience (have never
> written any Perl either).  I’d like to be able to do as much of this all
> as I can myself without draining our ops team’s already scarce
> resources.  From what I see on the Wiki, there’s a lot of info for how
> to write scrips, etc.  I’m looking for something more along the lines of
> discussions/suggestions for how to model the queues.
See Rights page on the wiki which has "Public support model" in the
"Working schemas".

There is also success story was published on the wiki. This story
describes how people configured thier RT instance.

> 
>  
> 
>             -Is there a facility for seeding RT with tickets via an
> import function?  I’m currently maintaining an Excel spreadsheet with
> about a dozen fields that I’d like to bring into RT.  I haven’t found
> any discussion of importing existing tickets but don’t doubt that
> someone else has had this problem and solved it already.
I can't suggest something easy.

> 
>  
> 
> I’m pretty sure the forthcoming RT book from O’Reilly will answer my
> questions, but I need to get this project moving before that comes out.
>  I thank you all in advance for reading my post and for providing me
> with any help that you can.
> 
>  
> 
>                                                                                                                                                                        
> -John
>