[rt-users] RT 3.8.7's requester handling, User Interface, Web chat inquiry

[Rithy R]

Hi Community,

 

We are using RT 3.8.7 with MySQL
running on Ubuntu 10. We have got some challenges as following:

 

-A requester send email to RT (some
sent to RT's mailbox, some CC RT's mailbox) and requester copy a lot of email
addresses in that email message. So what happen is, few user in those CC list
reply requester's email and CC RT's mailbox. RT then create another new ticket
for that. How to overcome that one? How to setup RT to add those emails in the
CC list sent by requester automatically to CC Type in ticket's people field so
when we reply from RT the message will CC those email addresses CC by requester?

 

-How to reply RT ticket as
convinience as MS Outlook? The current version just give us some sort of plain
text email response environment.

 

-How to setup a web base chat, VoIP
or other communication tool and that put chat log into RT ticket directly? 

 

-Is there any document that can
help us migrate our RT to RT 4 in a timely manner? 

 

 

This is sample version of our
RT_SiteConfig.pm:

+++++

 

# dynamically find out the current
timezone

my $zone = "UTC";

$zone=`/bin/cat /etc/timezone`

   
if -f "/etc/timezone";

chomp $zone;

Set($Timezone, $zone);

# end  
/etc/request-tracker3.8/RT_SiteConfig.d/40-timezone

# start
/etc/request-tracker3.8/RT_SiteConfig.d/50-debconf

# THE BASICS:

 

Set($rtname, 'SR');

Set($Organization, 'mydomain.com');

Set($CorrespondAddress ,
'support at mydomain.com');

Set($CommentAddress ,
'support at mydomain.com');

Set($OverrideOutgoingMailFrom, { 

                'General'
=> 'support at mydomain.com',

});

 

Set($MaxAttachmentSize, 10000000);

Set($FriendlyFromLineFormat,
"support");

# This will disable rich text ->
Set($MessageBoxRichText, 0);

Set(@Plugins, qw(RT::FM
RT::Extension::SLA));

Set($LogToFile, 'debug');

 

#Set amk logo

#Set($WebBaseURL,
"http://www.mydomain.com/images/Logowithslogan.png");

 

#Set Business Hours

Set( %ServiceBusinessHours, 

                'work'
=> {

                0
=> {Name => 'Sunday',Start =>undef, End =>undef },

                1
=> {Name => 'Monday',Start => '07:30', End => '17:30' },

                2
=> {Name => 'Tuesday',Start => '7:30', End => '17:30' },

                3
=> {Name => 'Wednesday',Start => '7:30', End => '17:30' },

                4
=> {Name => 'Thursday',Start => '7:30', End => '17:30' },

                5
=> {Name => 'Friday',Start => '7:30', End => '17:30' },

                6
=> {Name => 'Saturday',Start =>undef, End =>undef },

#        holidays => [qw(12-06)],

                'holidays'
=> [qw(2011-01-01 2011-01-02 2011-01-03 2011-01-07 2011-02-18 2011-03-8
2011-04-14 2011-04-15 2011-04-16 2011-04-17 2011-04-18 2011-05-01 2011-05-02
2011-05-13 2011-05-14 2011-05-15 2011-05-16 2011-05-17 2011-05-21 2011-05-22
2011-05-23 2011-06-1 2011-06-18 2011-06-18 2011-06-19 2011-06-20 2011-09-24
2011-09-25 2011-09-26 2011-09-27 2011-09-28 2011-10-29 2011-10-30 2011-10-31
2011-11-09 2011-11-10 2011-11-11 2011-12-10 2011-12-11 2011-12-12)],

                },

);

 

#RT::Extension::SLA Config

Set( %ServiceAgreements,

        Default => 'sev4',

        QueueDefault => {

            'General' => 'sev4',

        },

        Levels => {

            'sev1' => { 

                                                StartImmediately
=> 1,

                                                Response
=> { RealMinutes => 60*0.5 },

                                                Resolve
=> { RealMinutes => 60*4 } },

            'sev2' => { 

                                                StartImmediately
=> 1,

                                                Response
=> { RealMinutes => 60*0.5 },

                                                Resolve
=> { RealMinutes => 60*12 } },

                    'sev3' => { 

                                                BusinessHours
=> 'work',

                                                OutOfHours
=> { Resolve => { RealMinutes => +60*28 } },

                                                Response
=> { BusinessMinutes => 60*4 },

                                                Resolve
=> { BusinessMinutes => 60*28 } },

                    'sev4' => { 

                                                BusinessHours
=> 'work',

                                                OutOfHours
=> { Resolve => { RealMinutes => +60*52 } },

                                                Response
=> { BusinessMinutes => 60*8 },

                                                Resolve
=> { BusinessMinutes => 60*52 } },

        },

   
);

 

 

# THE WEBSERVER:

 

Set($WebPath , "/rt");

Set($WebBaseURL ,
"http://support.mydomain.com");

 

# map from dbconfig-common database
types to their names as known by RT

my %typemap = (

   
mysql   => 'mysql',

   
pgsql   => 'Pg',

   
sqlite3 => 'SQLite',

);

   


Set($DatabaseType, $typemap{mysql}
|| "UNKNOWN");

 

Set($DatabaseHost, 'localhost');

Set($DatabasePort, '');

 

Set($DatabaseUser , 'rtuser');

Set($DatabasePassword ,
'samplepwd');

 

# SQLite needs a special case,
since $DatabaseName must be a full pathname

my $dbc_dbname = 'rtdb'; if (
"mysql" eq "sqlite3" ) { Set ($DatabaseName, '' . '/' .
$dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); }

# end   /etc/request-tracker3.8/RT_SiteConfig.d/51-dbconfig-common

1;

+++++

 

 

Regards/Rithy  		 	   		  
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