[rt-users] Site-specific customization of RT, and DTRT

[Michael K Brown]

Hi Folks!

I've been following some traffic on the list, and I'm wondering about how to
best customize RT to meet the needs.  I've seen some traffic lately about
the rt/local/ directory, and I'm wondering how it fits into the greater
scheme of things.  This is a bit long, so I hope you bear with me!

What I've done with my site (which is relatively new) is use a modified
autohandler for LDAP and use the LDAPsync script (Big Thanks go out to Mike
Quintero and Johan Edstrom for all their help with that.)

I've modified the rt/WebRT/html/Elements/Headers and I've modified the
rt/WebRT/html/Elements/Self/Service/Elements/Headers to remove the prefs
link (since I don't want users thinking they can change their passwd, and
sigs aren't essential).

I've modified the rt/WebRT/html/Elements/Tabs to put in [Help] (which I have
yet to write), [Reports], and the [Quick Ticket] (LDAP search).

I'm looking at putting in stuff like the StockAnswers, and DTRT (once I
figure out how to install it - what goes where???). I like the idea behind
DTRT, but I haven't had time to install it, and I'm reluctant to experiment
too much on what is now a production system.

What I'm asking is: Is what I've currently done the best way to do it?  I'm
thinking down the lines when it comes time to upgrade... and upgrade... and
upgrade...  I don't want my customizations to get wiped out at some point in
the future, requiring a lot of work to fix it.  The rt2.0.11 -> rt2.0.12 was
fairly painless, in that none of my tweaks got destroyed.  Am I going about
things the right way, or is there a better way to do it?

Thanks in advance!


Michael K. Brown
Lab Technician
ATM Engineering Services - Lab Services
Tel: (613) 784-4354
michael.k.brown at alcatel.com