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<div><font size="5"><p class="MsoNormal"><font class="Apple-style-span" face="Arial">Hi Community,<o:p></o:p></font></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">We are using RT 3.8.7 with MySQL
running on Ubuntu 10. We have got some challenges as following:<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">-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?<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">-How to reply RT ticket as
convinience as MS Outlook? The current version just give us some sort of plain
text email response environment.<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">-How to setup a web base chat, VoIP
or other communication tool and that put chat log into RT ticket directly? <o:p></o:p></font></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">-Is there any document that can
help us migrate our RT to RT 4 in a timely manner? <o:p></o:p></font></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">This is sample version of our
RT_SiteConfig.pm:<br>
+++++<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"># dynamically find out the current
timezone<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">my $zone = "UTC";<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">$zone=`/bin/cat /etc/timezone`<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span>
</span>if -f "/etc/timezone";<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">chomp $zone;<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">Set($Timezone, $zone);<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"># end<span>
</span>/etc/request-tracker3.8/RT_SiteConfig.d/40-timezone<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"># start
/etc/request-tracker3.8/RT_SiteConfig.d/50-debconf<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"># THE BASICS:<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">Set($rtname, 'SR');<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">Set($Organization, 'mydomain.com');<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">Set($CorrespondAddress ,
'support@mydomain.com');<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">Set($CommentAddress ,
'support@mydomain.com');<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">Set($OverrideOutgoingMailFrom, { <o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>'General'
=> 'support@mydomain.com',<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">});<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">Set($MaxAttachmentSize, 10000000);<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">Set($FriendlyFromLineFormat,
"support");<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"># This will disable rich text ->
Set($MessageBoxRichText, 0);<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">Set(@Plugins, qw(RT::FM
RT::Extension::SLA));<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">Set($LogToFile, 'debug');<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">#Set amk logo<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">#Set($WebBaseURL,
"http://www.mydomain.com/images/Logowithslogan.png");<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">#Set Business Hours<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">Set( %ServiceBusinessHours, <o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>'work'
=> {<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>0
=> {Name => 'Sunday',Start =>undef, End =>undef },<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>1
=> {Name => 'Monday',Start => '07:30', End => '17:30' },<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>2
=> {Name => 'Tuesday',Start => '7:30', End => '17:30' },<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>3
=> {Name => 'Wednesday',Start => '7:30', End => '17:30' },<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>4
=> {Name => 'Thursday',Start => '7:30', End => '17:30' },<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>5
=> {Name => 'Friday',Start => '7:30', End => '17:30' },<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>6
=> {Name => 'Saturday',Start =>undef, End =>undef },<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">#<span> </span>holidays => [qw(12-06)],<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>'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)],<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>},<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">);<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">#RT::Extension::SLA Config<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">Set( %ServiceAgreements,<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>Default => 'sev4',<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>QueueDefault => {<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>'General' => 'sev4',<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>},<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>Levels => {<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>'sev1' => { <o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>StartImmediately
=> 1,<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>Response
=> { RealMinutes => 60*0.5 },<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>Resolve
=> { RealMinutes => 60*4 } },<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>'sev2' => { <o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>StartImmediately
=> 1,<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>Response
=> { RealMinutes => 60*0.5 },<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>Resolve
=> { RealMinutes => 60*12 } },<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span><span> </span>'sev3' => { <o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>BusinessHours
=> 'work',<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>OutOfHours
=> { Resolve => { RealMinutes => +60*28 } },<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>Response
=> { BusinessMinutes => 60*4 },<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>Resolve
=> { BusinessMinutes => 60*28 } },<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span><span> </span>'sev4' => { <o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>BusinessHours
=> 'work',<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>OutOfHours
=> { Resolve => { RealMinutes => +60*52 } },<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>Response
=> { BusinessMinutes => 60*8 },<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>Resolve
=> { BusinessMinutes => 60*52 } },<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span> </span>},<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span>
</span>);<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"># THE WEBSERVER:<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">Set($WebPath , "/rt");<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">Set($WebBaseURL ,
"http://support.mydomain.com");<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"># map from dbconfig-common database
types to their names as known by RT<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">my %typemap = (<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span>
</span>mysql <span> </span>=> 'mysql',<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span>
</span>pgsql<span> </span>=> 'Pg',<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span>
</span>sqlite3 => 'SQLite',<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">);<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"><span>
</span><o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">Set($DatabaseType, $typemap{mysql}
|| "UNKNOWN");<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">Set($DatabaseHost, 'localhost');<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">Set($DatabasePort, '');<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">Set($DatabaseUser , 'rtuser');<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">Set($DatabasePassword ,
'samplepwd');<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"># SQLite needs a special case,
since $DatabaseName must be a full pathname<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">my $dbc_dbname = 'rtdb'; if (
"mysql" eq "sqlite3" ) { Set ($DatabaseName, '' . '/' .
$dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); }<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial"># end<span> </span>/etc/request-tracker3.8/RT_SiteConfig.d/51-dbconfig-common<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">1;<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><font class="Apple-style-span" face="Arial">+++++<o:p></o:p></font></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<p class="MsoNormal"><span><o:p><font class="Apple-style-span" face="Arial"> </font></o:p></span></p>
<span style="font-size: 11pt; "><font class="Apple-style-span" face="Arial">Regards/Rithy</font></span><span style="font-style: italic; font-size: 11pt; font-family: Calibri, sans-serif; "> </span></font></div> </div></body>
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