[rt-users] Some features I'd like to see

Jesse jesse at pallas.eruditorum.org
Thu Mar 16 20:42:21 EST 2000

I apologize in advanc e for what is likely to be a typo-laden enmail. I'm coming to you live from a cafe in downtown DC... CDPD sure ain't what ricochet is for latency....

1 will be coming sometime in the 2.x series. RT is to be integrated with a knowledgebase and will allw automatic mailing of KB Articles to users.
2. well, there's a patch tobix wrote for this for 1.0. check out the contrib archive.

3. We hope to su;pport a form of hierarchical ticket sometime earli in the 2.x series. This would allow you to bind together all the abuse tickets related to a particular issue and do one update that is mailed seperately to the requestors for each ticklet


On Thu, Mar 16, 2000 at 04:21:26PM -0700, Wozz wrote:
> Greetings,
>   I've been very happy with RT.  I have a few suggestions for features which
>   I am posting  here in order to find out if they are already being worked
>   on, or if there is already a way to do it.
>   #1) Keystone has a nice feature that allows you to automatically mail
>   different FAQ responses out to a customer.  I find myself typing the same
>   responses over and over, and it'd be a real time saver to have some sort of
>   faq database to send via a button.
>   #2) signatures for users.  I'd like to be able to specify signature files
>   for users on outgoing mail, again, to save some repetitive typing
>   #3) masking outgoing mail To: addresses.  We're using RT to manage
>   security/abuse complaints for an ISP.  We often times will get 30
>   complaints about a user spamming.  What I typically do with these
>   complaints is merge them into one ticket.  I'd love to be able to send out
>   one reply when the situation is resolved and not have all the complaintants
>   email addresses be in the To: line.  People get sensitive about that.  I
>   see that the mail rcpt info is parsed out by the mailer, but perhaps adding
>   an option to allow specifying the rcpt's outside of the message on the
>   mailer command line, and putting a generic To: address so people don't see 
>   all 29 other email addresses.
>   Any comments on these?
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jesse reed vincent -- jrvincent at wesleyan.edu -- jesse at fsck.com 
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