[rt-users] text editing in internet browsers (WAS: RT 4) (RT against normal people ?)

[Mathew]

Kenneth Crocker wrote:
> To all on this worn-out subject,
> 
>     I've been in this business for almost 40 years and I've heard
> complaints from geeks to freaks to dummies in huge, large, small,
> micro-small, and medium environments (there is no such thing as
> "normal", in ANY context) about their software not doing enough for
> them. No one ever seems to be completely happy with what they have. Wow!
> Big surprise! They have to put up with a little difficulty or
> work-around or inconvenience. Too bad, so sad. Life is tough and we all
> have to put up with inconveniences and things not working the way we
> want them to. All right already. This discussion has taken on the
> proportions of a religious philosophy and is getting boring. RT
> communication on tickets works well enough to get the job done either in
> self-service or web-based. We use both. If someone doesn't want to use
> web-based RT for their E_mail replies or correspondence, then they can
> use MSIE or FIREFOX or WHATEVER they want and just reference the ticket
> number. They can save any draft they want to and send it later. RT will
> accept the E_mail when it gets it and put it in the ticket history, job
> done. RT developers are not going to (I hope not, anyway) spend huge
> amounts of time creating a new type of browser/mail-interface when what
> they have does the job well enough now. 

With the exception of a dynamic interface based on AJAX or similar :p

> Let's move on to FEATURES like project planning/management, etc.
>     Sorry if my attitude has offended anyone but I read RT-User E_mails
> daily and when half of them are pounding a philosophical discussion into
> the ground (instead of sharing current technical problem-solving
> involving code, permissions, etc.), I grow weary. The question initially
> was for suggestions on technical features, not for a philosophical
> debate ad infinitum. Maybe I've lost some patience in my old age. ;-)
> 
> Kenn
> LBNL
> 
> Robert Grasso wrote:
>>> Comparing a internet browser to a word processor makes no sense. Perhaps
>>> your users should be composing their replies in a text editor if they
>>> are losing their form posting content so often.
>>>
>> sorry as I did not recognize the subject at first - please refer to my
>> previous answer today (using subject : RT 4)
>>
>> our support staffers don't lose their posts. They are afraid they can
>> lose them, and this is enough for normal people to ask for
>> some form of protection. Now, if you say : "Comparing a internet
>> browser to a word processor makes no sense" : should we say that we
>> should not have "normal" people (non-IT people) using RT ?
>>
>> Now, up to what point are you right ? See Wikipedia technology for
>> writing articles : it's beginning to be feature-rich ? so
>> enhanced editing seems to be possible even with a browser ? I guess
>> that their "Show preview" is not so far from the feature I am
>> asking for RT.
>>
>> Maybe we should have an official position from the RT developers : is
>> RT definitely for geeks ? normal people keep out ? what is the
>> comunity opinion ?
>>
>> ---
>> Robert GRASSO
>> System Engineer
>>
>> CEDRAT
>> 15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE
>> Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
>> mailto:Robert.Grasso at cedrat.com
>> ---
>> Support service       : mailto:support at cedrat.com
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>>
>>
>>
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