So, all at once, a bunch of documentation related stuff is starting to
come together. Everyone should check out Feargal Reilly’s fantastic
RT doc superstructure at http://www.helgrim.com/rtdocs/. Anyone
who would like to contribute to this official documentation set
should sign up for the new rt-doc-workers mailinglist.
To do so, send mail to rt-doc-workers-request@lists.fsck.com.
As you have new content for the documentation project, mail it
to the list. Someone with writte access will integrate it into the doc set.
I just started using RT 2.0.13, and I was wondering if there’s more
complete documentation anywhere. The docs on the website are really
incomplete.
I want to set up my queues so that the requestor is notified on any
correspondence from the help desk, but not when there’s a change of
owner or status of a ticket. I only want to notify the people who are
working a given queue when a ticket has been created or moved into
their queue from another (is this the same thing?), and when it is
assigned to them. I want the group manager to receive notification
for the union of the two scenarios above.
I gather that I need to use “scrips” to accomplish this, but the
on-line docs don’t really seem to address this feature very well at
all, currently. It isn’t clear what the intended purpose of some of
the functions are, and the “template” feature is basically completely
undocumented, as near as I can tell. Also, when I go to create a
scrip for a queue, there are about 7 templates listed, but all they
say is “global template:” which doesn’t really provide much insight as
to what they’re for or how they’re used (i.e. what chosing a
particular one does).
Help?
On the whole, RT2 seems quite well-designed and pretty intuitive to
use and configure. I thank you guys for doing a great job on putting
it all together. Now all it needs is some more complete
documentation for the little details…
Other than that, there is the mailing list archives, and the documentation
included with RT itself. If there are other issues not answered by these
resources, ask away, and you might get an answer
Bruce Campbell RIPE
Systems/Network Engineer NCC
www.ripe.net - PGP562C8B1B Operations
Other than that, there is the mailing list archives, and the documentation
included with RT itself. If there are other issues not answered by these
resources, ask away, and you might get an answer
Other than the installation doc on the Best Practical site, is there any
other documentation for RT?
We’re running RT3.07 at a small (30 staff) academic institute with great
success but there seem to be a whole bunch of things not mentioned in the
install doc, like how to auto escalate priorities and stop tickets from
being automatically reopened, for instance.
I have found references to these in the mailing list archives, but not in
the docs I have found so far.
Any suggestions?
Cheers,
Irvine Short
Sys Admin
SANBI, University of the Western Cape, South Africa http://www.sanbi.ac.za
tel: +27-21-959 3645
cel: +27-82-494 3828
Now all it needs is some more complete