[rt-devel] A few questions...

[Jesse]

On Mon, May 07, 2001 at 01:24:50PM -0400, Eric Mandel wrote:
> I am using RT 1.3.70. I am in the process of implementing it and I had a few
> questions about how the various aspects work. Maybe some of these can be
> included in a future FAQ.  I apologize in advance for the shopping list of
> things. 
> 
> 1) My understanding is that when a request is e-mailed in from a non-user,
> the non-user is setup as a non-privileged user. If that's the case,
> shouldn't I see that user in the user's list.
>

By default, non-privileged folks aren't listed in that list. you have to search for them.

> 2) I don't quite understand the difference between correspond and comment.
> Originally, I thought that correspondences get e-mailed back to the
> requestor and comments do not. However, it seems that either one of them can
> be. It all depends on what scrips are setup. It seems that it just allows
> you to categorize notes on a ticket under 2 categories and then trigger off
> of each one (OnCorrespond & OnComment). How does the '--action' parameter of
> rt-mailgate play into this. Is it also just a means of categorizing in-bound
> e-mails?

Users can be granted the right to see correspondence and not comments.  Setting
up a scrip to send mail to requestors on comment is, imho, kind of silly, but RT gives you enough rope...


> 3) What's the difference between the AutoreplyToRequestor action and the
> NotifyRequestor action?

iirc, AutoReply sets the sender of the message to RT rather than the user himself, but that's about it.  I might be missing something.

> 4) It seems that most actions (in setting up scrips) have the action and
> also actionAsComment, like NotifyOwner and NotifyOwnerAsComment. What's the
> difference between these?

The AsComment versions come from the -comment address for the queue. so replies are entered as comments, rather than correspondence.


> 5) When keywords are implemented is the idea to create a list of words that
> can then be associated to a ticket. Meaning Create keyword 'Which Server?'
> and then within that keywords nest 3 keywords like 'Server 1' 'Server 2' &
> 'Server 3'. Then when Creating a ticket I can select one of the servers?
>

yes.


> 6) Can I customize the 'New Ticket' screen to include other fields that
> normally only appear once you're viewing the details of a ticket. For
> example, can include the 'Start Date" field or keywords when creating a
> ticket by simply editing the HTML forms? 


Yes. though you'll also need to add the logic to the form processor for ticket 
creation.  At some future point, better ticket creation screens will get written.


> 
> That's about it. Thanks for a great product. Nothing compares to it. Keep up
> the good work.
> 
> Eric Mandel
> 
> 
> Enabling media companies to build powerful new businesses on the Internet.
> 
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-- 
jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 
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