[rt-users] No Answers :-(

Wed Feb 14 14:41:39 EST 2007

Torben, without doing the research, I am not even sure if the RT code knows
how to parse html email.  I think you'd be better off just sending plain
text email through the mailgate.  I am sure this topic has been covered
before somewhere in the list archives.

I think perhaps your lack of responses, especially regarding the simple
search feature is to allow you time to perhaps answer your own questions.
;-)

To change the simple search, you're going to have to change the code
yourself.  Barring that, once you perform the search, you can edit it or
use the advanced link to exclude resolved tickets.

Each user can also edit their search preferences to sort tickets in
searches so that they are in descending order.  While the simple search
will still yield resolved tickets, newest tickets at the top of the search
will be more likely to be open/new while really old tickets at the bottom
of the search will have a higher probably of being in resolved status.

James Moseley

             "Torben Nehmer"                                               
             <torben.nehmer at ca                                             
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                                       [rt-users] No Answers :-(           

             02/14/2007 04:34                                              
             AM                                                            

Hi,

I have been using RT for a while now and I must say that I am very happy
with it as a product.

What I'm a bit dissapointed is the fact, that I didn't get any response at
all to two questions I have been asking here on the list, one about a
Problem with text/html mails [1], and another about default ticket filtres
[2].

[1]: http://lists.fsck.com/pipermail/rt-users/2006-November/042987.html,
http://lists.fsck.com/pipermail/rt-users/2006-November/043010.html,
http://lists.fsck.com/pipermail/rt-users/2006-November/043011.html,
http://lists.fsck.com/pipermail/rt-users/2006-November/043012.html
[2]: http://lists.fsck.com/pipermail/rt-users/2007-January/043699.html

In both cases I'd be happy even with a first few insights where to start
searching. I have quite some experience in application development in
itself, but I have almost no knowledge of RT internals and not the time to
spend hours in understanding the whole architecture. Heck, even pointers at
existing Documents etc. would be a help, I searched for the problems, but i
didn't find anything useful.

I know that support is always a problem with open source software (I have
been leading an OSS Project for years), but just not answering in any way
isn't exactly what I'd expect. Please don't destroy the very good
impression I currently have from RT by letting this slide entirely.
Currently our RT instance here is only used by a few people, but we have
plans of opening it up to around a thousand employees here and there it
will be a problem.

Yours sincerely,
Torben Nehmer

-------
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer

CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany

Phone: +49 (0)8225 - 996-1118
Fax: +49 (0)8225 - 996-41118
torben.nehmer at cancom.de

CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Geschäftsführer: Paul Holdschik, Christian Linder
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