[rt-users] RT 3.8.7's requester handling, User Interface, Web chat inquiry
Kenneth Crocker
kfcrocker at lbl.gov
Wed Sep 21 19:36:43 EDT 2011
Rithy,
If someone is sending an email to RT aND adding their own Cc's (as opposed
to letting RT take care of that with watchers and email notifications), it
would be better to put the RT address in the BCc address. The reason is
..... a lot of your users getting that original NON-RT email may want to do
a "Reply All" and since that original email they received does NOT have a
ticket reference in the subject line, RT will get that "Reply All" with no
ticket number reference and it WILL create a new ticket. It is FAR FAR
better to make sure the RT Queue has the correct watchers, etc. and let RT
copy all the appropriate people. Now, keep in mind that if you do NOT have
all the appropriate people listed as watchers for a Queue, you can have RT
automatically add them as "Ticket" Cc's, which would then mean that RT WILL
STILL send out all the correspondence to the appropriate list of people.
So, set up the Queue's with the appropriate watchers, set up the appropriate
email notifications, set up RT to automatically add Cc's to the ticket as Cc
watchers and THEN, send your emails to RT only and let RT take care of the
other correspondence to the appropriate list of watchers.
That should do it.
Hope his helps.
Kenn
LBNL
On Wed, Sep 21, 2011 at 4:22 AM, Rithy R <rithy4u_os at hotmail.com> wrote:
> Hi Community,****
>
> ** **
>
> We are using RT 3.8.7 with MySQL running on Ubuntu 10. We have got some
> challenges as following:****
>
> ** **
>
> -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?****
>
> ** **
>
> -How to reply RT ticket as convinience as MS Outlook? The current version
> just give us some sort of plain text email response environment.****
>
> ** **
>
> -How to setup a web base chat, VoIP or other communication tool and that
> put chat log into RT ticket directly? ****
>
> ** **
>
> -Is there any document that can help us migrate our RT to RT 4 in a timely
> manner? ****
>
> ** **
>
> ** **
>
> 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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