Newbie questions

Howdy,

I’ve recently installed RT 2 on a Red Hat Linux 7.0 system. Being a relative
beginner in linux, apache, mysql, perl and sendmail administration it was
quite an adventure for me! I am happy to say, however, that after a week of
late nights I have a working system. I do have a few queries tho.
I have spent some time reading the faq and the archives of this mailing
list, but have not yet found answers to my questions.

1 : The manuals etc at http://www.helgrim.com/rtdocs/ are a little bit
’lean’. I dont mean to critisize but I didnt find them of much use for
explaining both installation, administration and general use of RT. Are
these documents a work in progress? Are any other documents available?
2 : I would like to use the RT system soley via the web interface. I’m
anticipating approx. 10 staff to use the system at varying levels. Is it
possible to create a user account for web access but restrict the ability to
set the configuration? When I logged on to the ‘bug system’ available at :
http://fsck.com/rt2/NoAuth/Buglist.html I was surprised that I could
actually access the configuration screens?
3 : I am not sure I understand the intended use of keywords. My best
guess is that the keyword structure is used to further refine problem
classification, beyond creating a ticket in a specific queue. Since the
process of specifying keywords for a ticket does not appear in the process
of creating a ticket, I am not sure my understanding is correct?

Many thanks,
Stuart Campbell

Cable & Wireless Global Card Services
Australia

Hello Stuart,

1 : The manuals etc at http://www.helgrim.com/rtdocs/ are a little bit
’lean’. I dont mean to critisize but I didnt find them of much use for
explaining both installation, administration and general use of RT. Are
these documents a work in progress? Are any other documents available?

A good 2 hours trying every functions should do it. If its you who is going to train your staff, you should know the system. If theres something you
dont understand you can ask if its not in the archive. But its very easy to
use. Or ask a system admin to install it.

2 : I would like to use the RT system soley via the web interface. I’m
anticipating approx. 10 staff to use the system at varying levels. Is it
possible to create a user account for web access but restrict the ability
to
set the configuration? When I logged on to the ‘bug system’ available at
:
http://fsck.com/rt2/NoAuth/Buglist.html I was surprised that I could
actually access the configuration screens?

You can see the configurations, but can’t modify. You can configure global
groups permissions and individual user privileges. ACL system is very well
implemented.

3 : I am not sure I understand the intended use of keywords. My best
guess is that the keyword structure is used to further refine problem
classification, beyond creating a ticket in a specific queue. Since the

Yes. For example, for the sales queue of a division of an ISP, you can
have, Special / Call customer via phone to confirm or Dialup / Common
Problems / Can’t connect

process of specifying keywords for a ticket does not appear in the process
of creating a ticket, I am not sure my understanding is correct?

Personnally, i think it`s a good idea. You don’t want to “load” the screen
with too much info for the techs. If keywords need to be set, you just need
to click Keywords after the ticket is created. One situation where keywords
are used more often is when RT is used for programmers, in this case it can
be a bit annoying but should be easy to add it there.

Steve Poirier
Inet Technologies Inc.
http://www.inet-technologies.com----- Original Message -----
From: “Stuart Campbell” Stuart.Campbell@cwo.com.au
To: rt-users@lists.fsck.com
Sent: August 6, 2001 02:51
Subject: [rt-users] newbie questions…

Howdy,

1 : The manuals etc at http://www.helgrim.com/rtdocs/ are a little bit
’lean’. I dont mean to critisize but I didnt find them of much use for
explaining both installation, administration and general use of RT. Are
these documents a work in progress? Are any other documents available?

They’re very much a work in progress. If you have additions, we’d greatly
appreciate them.

2 : I would like to use the RT system soley via the web interface. I’m
anticipating approx. 10 staff to use the system at varying levels. Is it
possible to create a user account for web access but restrict the ability to
set the configuration? When I logged on to the ‘bug system’ available at :
http://fsck.com/rt2/NoAuth/Buglist.html I was surprised that I could
actually access the configuration screens?

This got answered before, but any “administrative user” (As opposed to “end user”) can see the configuration screens but not actually see or manipulate
data he doesn’t have rights to.

3 : I am not sure I understand the intended use of keywords. My best
guess is that the keyword structure is used to further refine problem
classification, beyond creating a ticket in a specific queue. Since the
process of specifying keywords for a ticket does not appear in the process
of creating a ticket, I am not sure my understanding is correct?

The first screen you see when creating a ticket is the absolute basics for
"quick" creation of tickets. It then drops you into the ticket display and
update screens, where you can do things like add keywords to your heart’s content.

Many thanks,
Stuart Campbell

Cable & Wireless Global Card Services
Australia


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