hi, ppl
is there any documentation and, preferable, examples for rt?
why rt uses two addresses for one queue? what’s the reason for “comment” and
what this action does?
Dmitry Semkin, LSLARRY-RIPN, lslarry@caravan.ru
ISP “CARAVAN” +7 095 363 2252
| is there any documentation and, preferable, examples for rt?
±–>8
http://www.helgrim.com/rtdocs/index.html should answer all your questions.
The difference between “correspondence” and “comments” is that, while both
are logged, only the former are copied to the requestor. This allows
support personnel to have a logged discussion of details of a ticket
without boring the requestor, who likely doesn’t know or care about the
details. (Among other things.)
brandon s. allbery [os/2][linux][solaris][freebsd] allbery@kf8nh.apk.net
system administrator [JAPH][WAY too many hats] allbery@ece.cmu.edu
electrical and computer engineering KF8NH
carnegie mellon university [linux: proof of the million monkeys theory]
О©╫О©╫О©╫О©╫О©╫О©╫О©╫ 13 О©╫О©╫О©╫О©╫О©╫О©╫ 2001 21:18, О©╫О©╫ О©╫О©╫О©╫О©╫О©╫О©╫О©╫О©╫:> On Tuesday, November 13, 2001 20:56:12 +0300, Dmitry Semkin lslarry@caravan.ru wrote:
±----
| is there any documentation and, preferable, examples for rt?
±–>8
http://www.helgrim.com/rtdocs/index.html should answer all your questions.
The difference between “correspondence” and “comments” is that, while both
are logged, only the former are copied to the requestor. This allows
support personnel to have a logged discussion of details of a ticket
without boring the requestor, who likely doesn’t know or care about the
details. (Among other things.)
hmm. I’m using cgate pro as mta (www.stalker.com)
below is “router” ruleset
= “rt-mailgate\ –queue\ support\ –action\ correspond”@pipe
= “rt-mailgate\ –queue\ support\ –action\ comment”@pipe
if I send letter to support@domain I receive it, the letter apears in queue,
i.e. all this jazz looks like ok.
but if I send letter to rt-comment@domain I see only the next few lines in
log:
comment aliases require a TicketId to work oncomment aliases require a
TicketId to work on (from someone@somewhere)
E163vQw-0002hG-00@mx1.somedomain
so, what for this address must be used?
and second question. how I can remove users?
Dmitry Semkin, LSLARRY-RIPN, lslarry@caravan.ru
ISP “CARAVAN” +7 095 363 2252
Dmitry,
When a ticket is opened it is assigned an ID.
When you comment, you need to tell RT which ticket ID you are commenting
on. This is what the message is telling you.
The ticket ID looks a bit like this - [domain.com #53] - where
domain.com is the domain you have configured RT to use (check the login
screen).
If you send a mail to the comment address and include the ticket ID, you
should find that the comment gets added.
David
Dmitry Semkin wrote:
14 11 2001 16:05, you wrote:
Dmitry,
When a ticket is opened it is assigned an ID.
When you comment, you need to tell RT which ticket ID you are commenting
on. This is what the message is telling you.The ticket ID looks a bit like this - [domain.com #53] - where
domain.com is the domain you have configured RT to use (check the login
screen).If you send a mail to the comment address and include the ticket ID, you
should find that the comment gets added.
ok. and what field this TID must be included in? subject? message body?
but anyway, I can’t realise this mail alias’ purpose. where I must be looking
for TID? or I must remember it while sending additional comments?
Dmitry Semkin, LSLARRY-RIPN, lslarry@caravan.ru
ISP “CARAVAN” +7 095 363 2252
Dmitry,
It needs to be in the subject line.
The easiest thing for you to do is to set up a scrip with the following
settings : oncreate autoreply torequestors with template globalautoreply
- this will send you out a ticket ID which is particular to your machine
when you open a ticket by email.
The purpose of comments has been explained earlier in this thread. It
is only relevant if you intend that your customers get a copy of the
ticket contents. It basically means you don’t want your customer to see
the comment where you said something like “this damn guy keeps making
the same mistake - we have already fixed it already”
David
Dmitry Semkin wrote:
What is the preferred way to delete a ticket? At the moment we are just
resolving tickets that we want out of a queue… also anybody have any
insight into adding watchers…?
Tom Hallaran
Informatics
Washington University Genome Sequencing Center
314-286-1114
thallara@watson.wustl.edu
I have just installed RT on an mdk 9.0 box,
The installation reported no problems and everything seamed to flow smoothly, however,
after the configuration of httpd.conf I am getting an error that looks like this
[error] comp_root ‘!!MASON_LOCAL_HTML_PATH!!’ is not an absolute directory
looks like an installation macro of some sort,
has anyone seen this before?
I would really appreciate a *pointer in the right direction.
Best Regards,
Ron Gidron
Customer Support Manager
SHUNRA Ltd.
Phone: +972 9 7643750
Mobile: +972 54 792469
Ron Gidron wrote:
The installation reported no problems and everything seamed to flow
smoothly, however,
after the configuration of httpd.conf I am getting an error that looks like
this[error] comp_root ‘!!MASON_LOCAL_HTML_PATH!!’ is not an absolute directory
How did you install config.pm? Did you do a “make install”? That
should fill in the correct value for MASON_LOCAL_HTML_PATH. It
sounds like you copied etc/config.pm to the destination manually,
which won’t work.
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances
Hi everyone - I just started using RT this week and am in awe of it…
we have a small consulting shop and I think it’s going to completely
change how we do business.
In any case, I have a really dumb question that probably gets asked all
of the time… but I didn’t see anything in the FAQ about it: is
FastCGI or mod_perl faster? This is a new SuSE Standard Server v8 w/
Apache 1.3.26. I am not an expert in CGI or Perl, but it was my
understanding that mod_perl was some sort of complete Perl interpreter
plugged directly into Apache, and FastCGI would have to spawn an
external Perl process… so mod_perl would be faster.
The system is pretty comprehensive, but it is SLOW even on a dual-proc
PII-450MHz motherboard (Intel) w/ 1GB of RAM - and I suspect that’s
just the way it is… so I’ll probably go get something faster soon.
(Really, it takes around 6 seconds to display “show all new and open
tickets” when there are only 20 or so tickets in the list)
I’m just a user… Please be kind. Thanks! 
(also - is there a way to get the digest version of this list to just
send me one message per day? anyone?)
The end of your second question can be found by following the
link at the bottom of every e-mail from this list.
http://lists.bestpractical.com/mailman/listinfo/rt-usersOn Fri, Mar 19, 2004 at 09:07:48AM -0800, Brian Place wrote:
Hi everyone - I just started using RT this week and am in awe of it…
we have a small consulting shop and I think it’s going to completely
change how we do business.In any case, I have a really dumb question that probably gets asked all
of the time… but I didn’t see anything in the FAQ about it: is
FastCGI or mod_perl faster? This is a new SuSE Standard Server v8 w/
Apache 1.3.26. I am not an expert in CGI or Perl, but it was my
understanding that mod_perl was some sort of complete Perl interpreter
plugged directly into Apache, and FastCGI would have to spawn an
external Perl process… so mod_perl would be faster.The system is pretty comprehensive, but it is SLOW even on a dual-proc
PII-450MHz motherboard (Intel) w/ 1GB of RAM - and I suspect that’s
just the way it is… so I’ll probably go get something faster soon.
(Really, it takes around 6 seconds to display “show all new and open
tickets” when there are only 20 or so tickets in the list)I’m just a user… Please be kind. Thanks!
(also - is there a way to get the digest version of this list to just
send me one message per day? anyone?)
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