Attaching a wiki to RT

Have any of you integrated a wiki into your RT instance - for general
documentation purposes and/or as a sort of knowledge base for various queues
and whatnot?

Of course I could set up an external wiki, and use that - but I’d like to tie
it in closer into RT so that our RT instance becomes somewhat of a one-stop
central portal for our projects.

Any suggestions/tips? Anything pre-existing that I could just sort of plug
into RT?

Thanks!

Corey

I have been think about the same thing. It probably wouldn’t be
too hard to get Kwiki installed and have an RT component
that gets Kwiki to render pages in the main RT pane. On top
of that it would be cool to have RT Links to the wiki entries
and also allow wiki page authors be able to set page privacy
to one or more RT groups…On Sun, Oct 30, 2005 at 09:15:43AM +0000, Corey wrote:

Have any of you integrated a wiki into your RT instance - for general
documentation purposes and/or as a sort of knowledge base for various queues
and whatnot?

Of course I could set up an external wiki, and use that - but I’d like to tie
it in closer into RT so that our RT instance becomes somewhat of a one-stop
central portal for our projects.

Any suggestions/tips? Anything pre-existing that I could just sort of plug
into RT?

Thanks!

Corey


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com

Have any of you integrated a wiki into your RT instance - for general
documentation purposes and/or as a sort of knowledge base for various queues
and whatnot?

Of course I could set up an external wiki, and use that - but I’d like to tie
it in closer into RT so that our RT instance becomes somewhat of a one-stop
central portal for our projects.

Any suggestions/tips? Anything pre-existing that I could just sort of plug
into RT?

RTFM 2.1.x with WikiText fields starts to get there. It still wants more
love, but it’s a direction you might want to look at.

RTFM 2.1.x with WikiText fields starts to get there. It still wants more
love, but it’s a direction you might want to look at.

I like the features of twiki and being perl based it sort of fits
in with RT for documents that need to evolve in place. But it would
be nice to have some connection between them like being able to
invoke each other’s search operations.

Les Mikesell
les@futuresource.com

Have any of you integrated a wiki into your RT instance - for general
documentation purposes and/or as a sort of knowledge base for various queues
and whatnot?

Of course I could set up an external wiki, and use that - but I’d like to tie
it in closer into RT so that our RT instance becomes somewhat of a one-stop
central portal for our projects.

Any suggestions/tips? Anything pre-existing that I could just sort of plug
into RT?

The OSSF folks did. They integrated wiki (kwiki I believe), subversion
web interface and added some tools for project management. See
http://openfoundry.org. Autrijus Tang published some of the code on CPAN
(RTx-Foundry, RTx-TabbedUI, maybe some more). Look at it and possibly
ask Autrijus whether the code is up to date and whether he has some more
elsewhere.

					 Jan 'Bulb' Hudec <bulb@ucw.cz>

signature.asc (189 Bytes)

At Sunday 10/30/2005 04:15 AM, Corey wrote:

Have any of you integrated a wiki into your RT instance - for general
documentation purposes and/or as a sort of knowledge base for various queues
and whatnot?

Of course I could set up an external wiki, and use that - but I’d like to tie
it in closer into RT so that our RT instance becomes somewhat of a one-stop
central portal for our projects.

Any suggestions/tips? Anything pre-existing that I could just sort of plug
into RT?

I did some preliminary analysis of this a few months ago but haven’t had
time to actually try it out. My approach was to use the hooks to RTFM to
integrate with a wiki or other KB solution. It seemed to me to very doable

  • the interface between RT and RTFM is nicely designed, and dropping in an
    alternative KB looked like it could be done fairly simply.

I have some rough notes which aren’t in state I’d care to share right now
but if you’re interested I’ll do a quick clean up & post them.

Steve

At Sunday 10/30/2005 04:15 AM, Corey wrote:

Have any of you integrated a wiki into your RT instance - for general
documentation purposes and/or as a sort of knowledge base for various
queues and whatnot?

> > I did some preliminary analysis of this a few months ago but haven't had > time to actually try it out. My approach was to use the hooks to RTFM to > integrate with a wiki or other KB solution. It seemed to me to very doable > - the interface between RT and RTFM is nicely designed, and dropping in an > alternative KB looked like it could be done fairly simply. >

I’ve seen quite a bit of mention regarding RTFM, and I just now actually
sought out some info on it. Looks useful! Might even be satisfactory for my
purposes.

I have some rough notes which aren’t in state I’d care to share right now
but if you’re interested I’ll do a quick clean up & post them.

Yes, that would be very cool - I’d certainly like to see those, if you could.

Many thanks!

Corey

At Monday 10/31/2005 01:47 PM, Corey wrote:>On Monday 31 October 2005 03:15 pm, Stephen Turner wrote:

I have some rough notes which aren’t in state I’d care to share right now
but if you’re interested I’ll do a quick clean up & post them.

Yes, that would be very cool - I’d certainly like to see those, if you could.

Here are my notes. Based on RT 3.4.1.

What are the hooks in RT that define the interface with RTFM?

  • The reply screen (Ticket/Update.html) allows for a
    callback (BeforeMessageBox) that is used to implement one part of the FM
    interface. It includes the “Search for RTFM articles matching” and “Include
    RTFM article” pieces.

  • In Elements/MessageBox (various screens, used for typing in reply or
    comment), callback allows for putting content of RTFM article into text
    area. Callback is Elements/MessageBox/Default

  • “Extract Article” appears on heading line for ticket. This is just link
    to RTFM article creation. Callback is Ticket/Elements/Tabs/Default

  • RTFM entry appears on left-side menu. Link to RTFM section.
    /Elements/Tabs/Default

  • autohandler callback adds “use” statements for FM classes.
    autohandler/Default

Some ideas for how to use these hooks to use (for example) the RT wiki as
the integrated KB instead of RTFM:

Abbrev: URL wiki.bestpractical.com is referred to as wiki

  • Search for wiki articles matching:

    • modify BeforeMessageBox to invoke URL
      wiki/index.cgi?action=search&search_term= to do search
  • Choose the article:

    • modify BeforeMessageBox to make hidden “refers-to” field (creates link
      from ticket to article)
  • Filling in message box

    • modify MessageBox/Default to fetch the chosen wiki article, parse out
      the content (
      ), and put it into the message box
    • extracting article to FM - FM’s ExtractFromTicket.html gets ticket id,
      loads up ticket and gets content from Ticket & Transactions. We’d have to
      find a way of getting ticket content to new wiki article. We could send
      content via URL - receiving KB would need to be able to read it. wiki can
      do this by invoking ‘preview’ mode:
      wiki/index.cgi?action=edit&page_name=&page_content=&button=PREVIEW

    • Mod /Elements/Tabs/Default to have link to wiki

    • no need for autohandler callback

In the immortal words of Jan Hudec (bulb@ucw.cz):

The OSSF folks did. They integrated wiki (kwiki I believe), subversion
web interface and added some tools for project management. See
http://openfoundry.org. Autrijus Tang published some of the code on CPAN
(RTx-Foundry, RTx-TabbedUI, maybe some more). Look at it and possibly
ask Autrijus whether the code is up to date and whether he has some more
elsewhere.

Ooooh. That’s VERY interesting… is anyone else running that in
production?

-n

-------------------------------------------------------------memory@blank.org
"Reinstalling sendmail after you’ve gotten 0wn3d is like putting a fresh, NEW
`kick me’ on your butt because the old one is too wrinkled." (–Russ Nelson)
http://blank.org/memory/-----------------------------------------------------