Help for beginner

Hi,

Can anyone point me at a step-b-ystep guide to first time set up of RT3 for
a newcomer to the package?

I like to think I’m reasonably competent, but I’m struggling to get my head
round the various RT concepts (queues, scrips, how to handle mail, etc).

What would be ideal for me would a tutorial that takes you through
first-time configuration and sets up a couple of queues and also shows how
to handle mail to "support@robinbowes.com".

Does this sort of thing exist?

Thanks,

R.
Outgoing mail is certified Virus Free.
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Robin,

you have a README file in the base dir, which guides you how to install RT
on your system.

Then you have a draft manual for RT located at
Resources — Best Practical Solutions .

Then you have some/alot of useful information located at
http://fsck.com/rtfm .

And when you really really get stuck you have the mailing lists =>
Resources — Best Practical Solutions .

Using your head a bit, won’t hurt.

A.-----Original Message-----
From: rt-users-admin@lists.fsck.com [mailto:rt-users-admin@lists.fsck.com]
On Behalf Of Robin Bowes
Sent: Saturday, August 23, 2003 12:53 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] Help for beginner

Hi,

Can anyone point me at a step-b-ystep guide to first time set up of RT3 for
a newcomer to the package?

I like to think I’m reasonably competent, but I’m struggling to get my head
round the various RT concepts (queues, scrips, how to handle mail, etc).

What would be ideal for me would a tutorial that takes you through
first-time configuration and sets up a couple of queues and also shows how
to handle mail to “support@robinbowes.com”.

Does this sort of thing exist?

Thanks,

R.
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.512 / Virus Database: 309 - Release Date: 19/08/2003

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

“Using your head a bit, won’t hurt.”

Why are so many of you so rude and ignorant? If it was such an incredible
burden on your oh so clever brain to write the email then why bother?On 8/23/03 5:39 AM, “Aleš Sušnik” alesh@sportina.si wrote:

Robin,

you have a README file in the base dir, which guides you how to install RT
on your system.

Then you have a draft manual for RT located at
Resources — Best Practical Solutions .

Then you have some/alot of useful information located at
http://fsck.com/rtfm .

And when you really really get stuck you have the mailing lists =>
Resources — Best Practical Solutions .

Using your head a bit, won’t hurt.

A.

-----Original Message-----
From: rt-users-admin@lists.fsck.com [mailto:rt-users-admin@lists.fsck.com]
On Behalf Of Robin Bowes
Sent: Saturday, August 23, 2003 12:53 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] Help for beginner

Hi,

Can anyone point me at a step-b-ystep guide to first time set up of RT3 for
a newcomer to the package?

I like to think I’m reasonably competent, but I’m struggling to get my head
round the various RT concepts (queues, scrips, how to handle mail, etc).

What would be ideal for me would a tutorial that takes you through
first-time configuration and sets up a couple of queues and also shows how
to handle mail to “support@robinbowes.com”.

Does this sort of thing exist?

Thanks,

R.

Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.512 / Virus Database: 309 - Release Date: 19/08/2003


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Can anyone point me at a step-b-ystep guide to first time set up of RT3 for
a newcomer to the package?

I remember that the RT2 docs had a line by line demo for RedHat install. I found that helpful. Perhaps there is such an example for RT3 as well, but I don’t know. (Haven’t upgraded.)

prl

Date: Mon, 25 Aug 2003 12:24:54 -0400
From: Mitchell Wright wright@nimm.com
To: RT Mailing List rt-users@lists.fsck.com
Subject: Re: [rt-users] Help for beginner

“Using your head a bit, won’t hurt.”

Why are so many of you so rude and ignorant? If it was such an incredible
burden on your oh so clever brain to write the email then why bother?

I concur.

I have used my head to figure out RT. I am still ignorant of many of its
aspects. A lot of the underlying Mason stuff I don’t understand. I am not
a database expert so the schema visualisation doesn’t help me that much
either. I have’nt found an overall ‘this is how RT works’ type document

you know…

user clicks button to submit ticket… the folowing code is executed etc…

Without that roadmap it becomes hellish to try and extent.

As a result, extending RT is difficult for me to come to grips with. I
think the general install documentation is pretty good, but some nice part
of the faq that talks about stuff like :

o Changing forms contents
o Adding new fields
o Changing look and feel
o Workflow definition

etc… would be nice. This mailing list is a great resource, but in the
last twice that I’ve sent a query to it, no-one has been able to (or had
the time to) answer my queries.

Hey… free support though… you take what you can get. If I really needed
an answer really quick I’d contract the authors for support at market
rates :slight_smile:

Cheers,

Al

As a result, extending RT is difficult for me to come to grips with. I
think the general install documentation is pretty good, but some nice part
of the faq that talks about stuff like :
o Changing forms contents
o Adding new fields
o Changing look and feel
o Workflow definition
Hey… free support though… you take what you can get. If I really needed
an answer really quick I’d contract the authors for support at market
rates :slight_smile:

Or you can come to our developer training class, (doing a little poking, there's the one in San Francisco which is relatively close to you), which explains a lot of the above.

-R

On Mon, August 25, 2003 9:42 pm, “ahorn@deorth.org” said:

I have used my head to figure out RT. I am still ignorant of many of its
aspects. A lot of the underlying Mason stuff I don’t understand. I am not
a database expert so the schema visualisation doesn’t help me that much
either. I have’nt found an overall ‘this is how RT works’ type document

you know…

user clicks button to submit ticket… the folowing code is executed etc…

Without that roadmap it becomes hellish to try and extent.

Al,

You’ve hit the nail on the head.

I’m not some clueless newbie coming asking for someone to tell me which
buttons to press. I’m reasonably competent, but have no clue about the way
RT hangs together, which makes it difficult for me to know where to look
to work out how to configure it.

Something like the qmail big picture (http://www.nrg4u.com/) would help me
greatly to configure RT.

As it happens, I’ve discovered that mod_perl is rather too memory hungry
for my Celeron 333Hmz and 256MB RAM so I’m not proceeding with RT any
further at this stage.

Cheers,

R.
Robin Bowes | http://robinbowes.com

Al,

I would like to help to improve the documentation, especially regarding
customization of RT. I introduced RT to my research lab (and myself)
a week ago, and we are on the cusp of embracing/chucking it. The
consensus is that RT is promising but kind of clunky, and I’ve received
many change requests for RT itself.

Mostly what I’ve done so far is just to tweak some of the HTML and go
into the database to fix up ordering and descriptions of custom fields,
but I’d like to do more.

I also don’t know that much about mason, but at least we have this:
http://www.masonbook.com/book/

If you get into customization, I’m guessing it would be helpful to use
Aegis, which I know nothing about. At the moment, what I’ve done is
import the installed rt3 tree into a cvs repository. That way, when
3.0.5 comes out, I will be able to relatively easily merge my changes
into the new release.

-KevinOn Monday, August 25, 2003, at 04:42 PM, ahorn@deorth.org wrote:

On Mon, 25 Aug 2003, Mitchell Wright wrote:

Date: Mon, 25 Aug 2003 12:24:54 -0400
From: Mitchell Wright wright@nimm.com
To: RT Mailing List rt-users@lists.fsck.com
Subject: Re: [rt-users] Help for beginner

“Using your head a bit, won’t hurt.”

Why are so many of you so rude and ignorant? If it was such an
incredible
burden on your oh so clever brain to write the email then why bother?

I concur.

I have used my head to figure out RT. I am still ignorant of many of
its
aspects. A lot of the underlying Mason stuff I don’t understand. I am
not
a database expert so the schema visualisation doesn’t help me that much
either. I have’nt found an overall ‘this is how RT works’ type document

you know…

user clicks button to submit ticket… the folowing code is executed
etc…

Without that roadmap it becomes hellish to try and extent.

As a result, extending RT is difficult for me to come to grips with. I
think the general install documentation is pretty good, but some nice
part
of the faq that talks about stuff like :

o Changing forms contents
o Adding new fields
o Changing look and feel
o Workflow definition

etc… would be nice. This mailing list is a great resource, but in the
last twice that I’ve sent a query to it, no-one has been able to (or
had
the time to) answer my queries.

Hey… free support though… you take what you can get. If I really
needed
an answer really quick I’d contract the authors for support at market
rates :slight_smile:

Cheers,

Al

On 8/23/03 5:39 AM, “Ale¹
Su¹nik” alesh@sportina.si wrote: >
Robin,

you have a README file in the base dir, which guides you how to
install RT
on your system.

Then you have a draft manual for RT located at
Resources — Best Practical Solutions .

Then you have some/alot of useful information located at
http://fsck.com/rtfm .

And when you really really get stuck you have the mailing lists =>
Resources — Best Practical Solutions .

Using your head a bit, won’t hurt.

A.

-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]
On Behalf Of Robin Bowes
Sent: Saturday, August 23, 2003 12:53 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] Help for beginner

Hi,

Can anyone point me at a step-b-ystep guide to first time set up of
RT3 for
a newcomer to the package?

I like to think I’m reasonably competent, but I’m struggling to get
my head
round the various RT concepts (queues, scrips, how to handle mail,
etc).

What would be ideal for me would a tutorial that takes you through
first-time configuration and sets up a couple of queues and also
shows how
to handle mail to “support@robinbowes.com”.

Does this sort of thing exist?

Thanks,

R.

Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.512 / Virus Database: 309 - Release Date: 19/08/2003


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of Mitchell Wright
Sent: 25 August 2003 17:25
To: RT Mailing List
Subject: Re: [rt-users] Help for beginner

“Using your head a bit, won’t hurt.”

Why are so many of you so rude and ignorant? If it was such an incredible
burden on your oh so clever brain to write the email then why bother?

Hey Mitchell,

If you think that was rude and ignorant, you should try hanging out on the
qmail list!

Cheers,

R.
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.512 / Virus Database: 309 - Release Date: 19/08/2003