[rt-users] RT 3.8.7's requester handling, User Interface, Web chat inquiry
Kevin Falcone
falcone at bestpractical.com
Wed Sep 21 11:38:56 EDT 2011
On Wed, Sep 21, 2011 at 11:22:45AM +0000, Rithy R wrote:
> -A requester send email to RT (some sent to RT's mailbox, some CC RT's mailbox) and requester
> copy a lot of email addresses in that email message. So what happen is, few user in those CC
> list reply requester's email and CC RT's mailbox. RT then create another new ticket for that.
> How to overcome that one? How to setup RT to add those emails in the CC list sent by requester
> automatically to CC Type in ticket's people field so when we reply from RT the message will CC
> those email addresses CC by requester?
There's a config option that will Parse new messages for Ccs
> -How to reply RT ticket as convinience as MS Outlook? The current version just give us some
> sort of plain text email response environment.
I suspect you want to read docs/templates.pod and turn on HTML
templates. Newer versions of Rt also have some code to work around
outlook's broken text/plain behavior
> -How to setup a web base chat, VoIP or other communication tool and that put chat log into RT
> ticket directly?
That's specific to your communication tool. RT provides several APIs
> -Is there any document that can help us migrate our RT to RT 4 in a timely manner?
Start with
http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html
which links to the included docs, but since you're using the debian
packages, you may want to use the debian 4.0 packages and that's going
to require some debian specific upgrade steps.
>
> This is sample version of our RT_SiteConfig.pm:
> +++++
>
>
>
> # dynamically find out the current timezone
>
> my $zone = "UTC";
>
> $zone=`/bin/cat /etc/timezone`
>
> if -f "/etc/timezone";
>
> chomp $zone;
>
> Set($Timezone, $zone);
>
> # end /etc/request-tracker3.8/RT_SiteConfig.d/40-timezone
>
> # start /etc/request-tracker3.8/RT_SiteConfig.d/50-debconf
>
> # THE BASICS:
>
>
>
> Set($rtname, 'SR');
>
> Set($Organization, 'mydomain.com');
>
> Set($CorrespondAddress , 'support at mydomain.com');
>
> Set($CommentAddress , 'support at mydomain.com');
>
> Set($OverrideOutgoingMailFrom, {
>
> 'General' => 'support at mydomain.com',
>
> });
>
>
>
> Set($MaxAttachmentSize, 10000000);
>
> Set($FriendlyFromLineFormat, "support");
>
> # This will disable rich text -> Set($MessageBoxRichText, 0);
>
> Set(@Plugins, qw(RT::FM RT::Extension::SLA));
>
> Set($LogToFile, 'debug');
>
>
>
> #Set amk logo
>
> #Set($WebBaseURL, "http://www.mydomain.com/images/Logowithslogan.png");
>
>
>
> #Set Business Hours
>
> Set( %ServiceBusinessHours,
>
> 'work' => {
>
> 0 => {Name => 'Sunday',Start =>undef, End =>undef },
>
> 1 => {Name => 'Monday',Start => '07:30', End => '17:30' },
>
> 2 => {Name => 'Tuesday',Start => '7:30', End => '17:30' },
>
> 3 => {Name => 'Wednesday',Start => '7:30', End => '17:30' },
>
> 4 => {Name => 'Thursday',Start => '7:30', End => '17:30' },
>
> 5 => {Name => 'Friday',Start => '7:30', End => '17:30' },
>
> 6 => {Name => 'Saturday',Start =>undef, End =>undef },
>
> # holidays => [qw(12-06)],
>
> 'holidays' => [qw(2011-01-01 2011-01-02 2011-01-03 2011-01-07 2011-02-18
> 2011-03-8 2011-04-14 2011-04-15 2011-04-16 2011-04-17 2011-04-18 2011-05-01 2011-05-02
> 2011-05-13 2011-05-14 2011-05-15 2011-05-16 2011-05-17 2011-05-21 2011-05-22 2011-05-23
> 2011-06-1 2011-06-18 2011-06-18 2011-06-19 2011-06-20 2011-09-24 2011-09-25 2011-09-26
> 2011-09-27 2011-09-28 2011-10-29 2011-10-30 2011-10-31 2011-11-09 2011-11-10 2011-11-11
> 2011-12-10 2011-12-11 2011-12-12)],
>
> },
>
> );
>
>
>
> #RT::Extension::SLA Config
>
> Set( %ServiceAgreements,
>
> Default => 'sev4',
>
> QueueDefault => {
>
> 'General' => 'sev4',
>
> },
>
> Levels => {
>
> 'sev1' => {
>
> StartImmediately => 1,
>
> Response => { RealMinutes => 60*0.5 },
>
> Resolve => { RealMinutes => 60*4 } },
>
> 'sev2' => {
>
> StartImmediately => 1,
>
> Response => { RealMinutes => 60*0.5 },
>
> Resolve => { RealMinutes => 60*12 } },
>
> 'sev3' => {
>
> BusinessHours => 'work',
>
> OutOfHours => { Resolve => { RealMinutes =>
> +60*28 } },
>
> Response => { BusinessMinutes => 60*4 },
>
> Resolve => { BusinessMinutes => 60*28 } },
>
> 'sev4' => {
>
> BusinessHours => 'work',
>
> OutOfHours => { Resolve => { RealMinutes =>
> +60*52 } },
>
> Response => { BusinessMinutes => 60*8 },
>
> Resolve => { BusinessMinutes => 60*52 } },
>
> },
>
> );
>
>
>
>
>
> # THE WEBSERVER:
>
>
>
> Set($WebPath , "/rt");
>
> Set($WebBaseURL , "http://support.mydomain.com");
>
>
>
> # map from dbconfig-common database types to their names as known by RT
>
> my %typemap = (
>
> mysql => 'mysql',
>
> pgsql => 'Pg',
>
> sqlite3 => 'SQLite',
>
> );
>
>
>
> Set($DatabaseType, $typemap{mysql} || "UNKNOWN");
>
>
>
> Set($DatabaseHost, 'localhost');
>
> Set($DatabasePort, '');
>
>
>
> Set($DatabaseUser , 'rtuser');
>
> Set($DatabasePassword , 'samplepwd');
>
>
>
> # SQLite needs a special case, since $DatabaseName must be a full pathname
>
> my $dbc_dbname = 'rtdb'; if ( "mysql" eq "sqlite3" ) { Set ($DatabaseName, '' . '/' .
> $dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); }
>
> # end /etc/request-tracker3.8/RT_SiteConfig.d/51-dbconfig-common
>
> 1;
>
> +++++
>
>
>
>
>
> Regards/Rithy
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Chicago, IL, USA ? September 26 & 27, 2011
> * San Francisco, CA, USA ? October 18 & 19, 2011
> * Washington DC, USA ? October 31 & November 1, 2011
> * Melbourne VIC, Australia ? November 28 & 29, 2011
> * Barcelona, Spain ? November 28 & 29, 2011
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