I’m not an RT expert, but I think trying to accomplish these tasks will
get you well on your way.
- create a user.
- create a queue.
Done. User “de5”, queue “de5-todo”.
- setup the mailgate to process email to the queue (I use qmail, so my
way is probably different than yours)
I use qmail too. Here’s what I used:
|preline /usr/local/rt2/bin/rt-mailgate --queue de5-todo --action correspond
Not sure what actions are available, what each does, and which is
- add the user to the queue using the user rights.
I gave de5 all rights to de5-todo. Not sure, aqain, what each does,
and which I really need. I believe these are documented in the guide.
- groups work quite similarly.
- make the user a Watcher of said queue (Admin is good, because it
What does that accomplish? It works without it, and I get two e-mails
for each new ticket to the correcspondence address.
- add queue scrips: OnCorrespond NotifyAdminCCs with template
Transaction and OnCorrespond NotifyRequestors with template
- send an email to the queue.
- login as the user and manipulate the ticket.
That’s working today, too, though when I tried this Friday, the new
tickets were created, but de5 couldn’t see them until root made him
take it, open it,
comment, reply. Note the difference between comments and replies.
all of these things are in the manual.
I realize that. I just think there’s room for a quick-start
guide. (Yes, if stick with RT long enough, I’ll contribute one.)
The key (I think) to managing RT is the queues. You need to have the
right queues with the right members and permissions for it to be useful
to your ‘customers’. Spend some time playing with RT.
That’s exactly what I’m doing.
Spend more time thinking about what divisions will benefit everyone.
Remember that queue changes, while possible, create pain.
I haven’t really played with keywords at all.
Thanks for the advice, Rick.