[rt-devel] RE: [rt-announce] RTFM 2.0 Beta 1 now available

[Kelly F. Hickel]

OK, I set this up in my now working RT setup (Thanks Harald!), I defined
classes, and custom fields, and assigned custom fields into each class.
I then went to extract an article from a ticket, and picked the class.
When I got to the screen where I'm supposed to be able to assign a
custom field to each comment in the ticket, the dropdown box only has a
single entry ('-') in it.  If I go to RTFM configuration and look at the
class, it has 4 different custom fields (2 freeform single, 2 freeform
multiple), so it seems to be defined correctly.

If I create an article in the same class by hand, all the custom fields
are available to be filled in

What should I look for?

-Kelly

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Tuesday, March 11, 2003 4:30 PM
To: rt-announce at fsck.com
Subject: [rt-announce] RTFM 2.0 Beta 1 now available

RTFM (The RT FAQ Manager) is a tool for maintaining an organizational
knowledgebase. Out of the box, it integrates with RT3 (Also available
from
bestpractical.com). 

Installation instructions:

0) Download from
http://bestpractical.com/pub/rt/devel/rtfm-2-0-beta-1.tar.gz 

1) Install RT 3.0.x [or 2.1.8x for the moment ] 

2) Once RT 3.0 appears to be happily installed, cd into the directory
you
   unpacked RTFM into.

3) Edit RTFM's Makefile to point to your RT 3 instance

4) make sure that mysql or pgsql's commandline tool is in your path

5) Type "make install"

6) stop and start your web server

Staff users should be now have a new "RTFM" menu item RT's top level
menu.
As an administrator, you should go create some "Classes" of articles in
RTFM.
Classes are equivalent to RT's queues. Unlike RTFM 1.0, RTFM 2.0 doesn't
have a
single "body" section for each article. Everything is a custom field
(except
for name, summary and some other basic metadata). So, you need to go
create
some custom fields. You've got five choices. "SelectSingle" and
"SelectMultiple" let you pick one or many choices from a list
respectively.
"FreeformSingle" and "FreeformMultiple" let you hand-enter one or many
lines of
text. "TextSingle" is what you want for the "Body" of articles. Once
you've
created your custom fields, go into your classes and click on "Custom
Fields"
and add the Custom Fields you want to each class.

Grant some ACLs to your users and start creating articles.


Of course, RTFM integrates with RT.  You can extract the body of a
ticket into
an article. Within RT, you should now see an "Extract to article" button
in
the upper right hand corner of RT's UI when working with tickets. When
you
click that button, RTFM will ask you which Class to create your new
article in. 
Once you click on a class name, the Ticket's transactions will be
displayed,
along with a set of select boxes. For each transaction, you can pick
which
TextSingle that transaction should be extracted to. From there on in,
it's just
regular article creation.  And the integration doesn't stop there! When
replying to or commenting on tickets, there's a new UI widget that lets
you
search for and include RTFM articles in your reply. (They're editable,
of
course).

Development of RTFM 2.0 has been sponsored by RIPE NCC and DynDNS.org

You probably want to discuss rtfm on rt-devel at lists.fsck.com at this
point. 
(Send mail to rt-devel-request at lists.fsck.com to subscribe)

        Best,
        Jesse Vincent
        Best Practical Solutions, LLC

-- 
http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
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