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<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Hi all,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><span style='mso-tab-count:1'> </span>I’ve
been lurking for a few days now and have been doing some basic RT research on
the Wiki and web. <span style='mso-spacerun:yes'> </span>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. <span
style='mso-spacerun:yes'> </span>Yesterday the Ops <span class=GramE>group
set up a pilot Windows box for me with the windows install</span> of RT and I’m
starting to play with it and see what it’ll take to implement workflow,
etc. <span style='mso-spacerun:yes'> </span>Once I’m convinced that
this is the right tool for us, they’ll build a “real” install
on a Linux box. <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal style='text-indent:.5in'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>Anyhow, I haven’t found
answers to the following questions and am wondering if anyone can point me in
the right direction:<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><span style='mso-tab-count:1'> </span>-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.?<span
style='mso-spacerun:yes'> </span>I’m more of a project manager with
a basic <span class=SpellE><span class=GramE>unix</span></span> user
background, but not really hardcore <span class=SpellE>unix</span> admin
experience (have never written any <span class=SpellE>Perl</span> either). <span
style='mso-spacerun:yes'> </span>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.<span style='mso-spacerun:yes'> </span>From what I see on the
Wiki, there’s a lot of info for how to write <span class=SpellE>scrips</span>,
etc. <span style='mso-spacerun:yes'> </span>I’m looking for
something more along the lines of discussions/suggestions for how to model the
queues.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><span style='mso-tab-count:1'> </span>-Is
there a facility for seeding RT with tickets via an import function?<span
style='mso-spacerun:yes'> </span>I’m currently maintaining an Excel
spreadsheet with about a dozen fields that I’d like to bring into RT.<span
style='mso-spacerun:yes'> </span>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.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>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. <span style='mso-spacerun:yes'> </span>I thank you all in
advance for reading my post and for providing me with any <span class=GramE>help</span>
that you can.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><span style='mso-tab-count:14'> </span>-John<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt;mso-no-proof:yes'> <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial;mso-no-proof:yes'>--</span></font><span style='mso-no-proof:
yes'><o:p></o:p></span></p>
<p class=MsoNormal><st1:PersonName><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial;mso-no-proof:yes'>John Kaczala</span></font></st1:PersonName><span
style='mso-no-proof:yes'><o:p></o:p></span></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial;mso-no-proof:yes'>Upoc Networks, Inc.</span></font><span
style='mso-no-proof:yes'><o:p></o:p></span></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial;mso-no-proof:yes'>536 Broadway, 3rd Floor</span></font><span
style='mso-no-proof:yes'><o:p></o:p></span></p>
<p class=MsoNormal><st1:place><st1:City><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial;mso-no-proof:yes'>New York</span></font></st1:City><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial;mso-no-proof:
yes'>, </span></font><st1:State><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial;mso-no-proof:yes'>NY</span></font></st1:State><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial;mso-no-proof:
yes'> </span></font><st1:PostalCode><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial;mso-no-proof:yes'>10012</span></font></st1:PostalCode></st1:place><span
style='mso-no-proof:yes'><o:p></o:p></span></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial;mso-no-proof:yes'><a href="mailto:johnk@upocnetworks.com">johnk@upocnetworks.com</a></span></font><span
style='mso-no-proof:yes'><o:p></o:p></span></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial;mso-no-proof:yes'>646-291-6279 (office)</span></font><span
style='mso-no-proof:yes'><o:p></o:p></span></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial;mso-no-proof:yes'>Upoc handle: jsk</span></font><span
style='mso-no-proof:yes'><o:p></o:p></span></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt;mso-no-proof:yes'> </span><o:p></o:p></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
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