[rt-users] Newbie confusion

[Rick Rezinas]

I'm not an RT expert, but I think trying to accomplish these tasks will
get you well on your way.

1) create a user.
2) create a queue.
3) setup the mailgate to process email to the queue (I use qmail, so my
way
is probably different than yours)
4) add the user to the queue using the user rights.
5) groups work quite similarly.
6) make the user a Watcher of said queue (Admin is good, because it
Bcc's)
7) add queue scrips: OnCorrespond NotifyAdminCCs with template
Transaction and OnCorrespond NotifyRequestors with template
Correspondence.
7) send an email to the queue.
8) login as the user and manipulate the ticket.  take it, open it,
comment, reply.  Note the difference between comments and replies.

all of these things are in the manual.

The key (I think) to managing RT is the queues.  You need to have the
right queues with the right members and permissions for it to be useful
to your 'customers'. Spend some time playing with RT.  Spend more time
thinking about what divisions will benefit everyone.  Remember that
queue changes, while possible, create pain.  

I haven't really played with keywords at all.

rick 


On Mon, 25 Nov 2002, Dave Sill wrote:

> Phil Homewood <pdh at snapgear.com> wrote:
> >Dave Sill wrote:
> >> I've got RT running and I'm trying to figure out how it works. Is
> >> there any kind of tutorial?
> >
> >http://fsck.com/rtfm/
> 
> That's a manual, not a tutorial. I was looking for more of a
> step-by-step click-this, type-that procedure to set up a queue, queue
> owner, and a couple users. The information is probably all there in
> the manual, but to a newbie trying to get started, there's a lot of
> set-up that has to be done once RT is installed and it's not obvious
> what needs to be done and how things should work.
> 
> I'm still having trouble not seeing messages in a queue to which I
> have full rights. I'm using rt-mailgate to send messages to my queue,
> but I can't see them logged in as myself. Root sees them fine, and, if
> I change ownership to me, I can see them as myself.
> 
> >> Is there a searchable archive of [the] mailing list?
> >
> >http://www.bestpractical.com/rt/lists.html
> 
> Thanks, missed the search link.
> 
> -Dave
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

--
Rick Rezinas  503-889-7091
Unix Systems Administrator
Qsent, Inc.


When Gladstone was British Prime Minister he visited Michael Faraday's
laboratory and asked if some esoteric substance called `Electricity'
would ever have practical significance.
"One day, sir, you will tax it," was the answer.
					        	-- Science, 1994