[rt-users] Greetings from a New RT user in Toronto.

[Reza]

Many thanks to my first 3 teachers, Kenneth Crocker, Alex Hall and Chris 
McClement, for guiding me to the right direction.

Ken, many thanks for your generosity for passing me a copy of your book 
"Request Tracker for Beginners - A Topical Guide" ( also available on 
Amazon if those of you newbie seeking knowledge )

Many thanks to the authors of "RT Essentials" published by O'Reilly.  
This is also a good start for the fundamental basics for RT.

The last 24-48 hrs has been an amazing learning experience.  I feel 
as-if I can do Kung Fu now :)

 From my recent agenda of:

 1. Create Random Ticket numbers.
 2. Suppress "RT System Itself - Outgoing email recorded"
 3. Customization of Auto ticket reply.
 4. Assigning tickets / transferring to someone else (when not logged in
    as root)
 5. 3rd Party CRM integration basics.
 6. How to Customize the RT at a glance (Just added to my list for Oct
    25, 2016)

I have learned points #2, #3, #4.

Can anyone here guide me to the proper direction to accomplish #1 
(Generating random ticket number versus ascending ticket numbers), and 
guide me towards a fundamentally basic API example for 3rd Party CRM 
integration?

The new things I've learned:

 1. Creating Queues
 2. Creating Memberships
 3. Understanding Group Permissions
 4. Taking ownership of a ticket
 5. Assigning tickets to someone else
 6. Basic Ticket operations (Open, Close, Delete, Forward, Stealing etc)

I'm learning that RT is not only for managing Support Tickets, but it 
can also be used to followup on Sales leads etc (in the same manner as a 
support ticket is handled), but I have yet to understand how it can be 
used in Project Management.   A combination of active / hands on 
learning is needed here, in parallel to passive learning.  That's the 
hardest part because I'm not a very good passive learner (learning 
through reading).

I'm anticipating my status updates on this learning curve will serve as 
an agenda for the new folks adapting RT.

In the mean time, I will be reading Ken's "Request Tracker for 
Beginners" guide till I pass out.

Thanks for welcoming me to the community.

Cheers!
Reza.



> On Mon, 24 Oct 2016 at 21:50 Reza <reza.toronto at gmail.com 
> <mailto:reza.toronto at gmail.com>> wrote:
>
>     Greetings Folks:
>
>     I successfully installed RT on a virtual machine and it has been a
>     non-stop learning marathon for 12+ hrs non stop.   If you are as
>     new as
>     me in RT, please reply to my message, and perhaps we can have a
>     conference call (at my expense) to do some sort of study group
>     session,
>     so we can share knowledge.
>
>     Its easiest to learn when there are friendly tutors.  FYI, I have
>     acquired the following knowledge the very hard way.
>     1.  Setup / Installation.  (The hardest part)
>     2.  Creating Users
>     3.  Creating Groups
>     4.  Understanding Permissons
>     5.  Enabling watchers
>     6.  Configuring Fetch Mail with SSL option to a gmail account (for
>     testing)
>     7.  Configuring Sendmail / Exim and smart host
>     8.  Purging / Shredding tickets
>
>
>     What I would like to learn is:
>     1.  Create Random Ticket numbers.
>     2.  Suppress "RT System Itself - Outgoing email recorded"
>     3.  Customization of Auto ticket reply.
>     4.  Assigning tickets / transferring to someone else (when not
>     logged in
>     as root)
>     5.  3rd Party CRM integration basics.
>
>     Thanks in advance to all the folks here, specially the creators of RT.
>
>     Best,
>     Reza.
>
>     ---------
>     RT 4.4 and RTIR training sessions, and a new workshop day!
>     https://bestpractical.com/training
>     * Boston - October 24-26
>     * Los Angeles - Q1 2017
>

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