[rt-users] [rt-announce] RTFM 2.0 Beta 1 now available

[John Gedeon]

Hello,

    Congrats on the release. I had a couple of questions. If I have 
customized rt 2.0.15 lots how easily will those integrate with RT 3.0, such 
as LDAP authentication and user creation, Specialized views of certain 
queues and custom fields, and a customized mailgate that handles commands 
and will soon be changed to guess at reply alls. I have used cvs to keep 
track of all my changes and wonder if I make the RT3 my new code base if 
all my changes would integrate well or have some been changed? is there a 
place for the differences between rt3 and rt2? Does rt 3 connect to the 
database using the same perl modules (since I have changed them locally so 
that the will work with our oracle 9i db. or will those change.)  and when 
is RT3 and RTFM 2 release one expected, since they are beta now and I don't 
know if they are production worthy yet.

Thanks for all the info
John

At 02:30 PM 3/11/2003, you wrote:
>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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>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


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<>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on 
your own understanding;"