No Answers :-(

RT Users
1

Hi,

I have been using RT for a while now and I must say that I am very happy with it as a product.

What I’m a bit dissapointed is the fact, that I didn’t get any response at all to two questions I have been asking here on the list, one about a Problem with text/html mails [1], and another about default ticket filtres [2].

[1]: http://lists.fsck.com/pipermail/rt-users/2006-November/042987.html, http://lists.fsck.com/pipermail/rt-users/2006-November/043010.html, http://lists.fsck.com/pipermail/rt-users/2006-November/043011.html, http://lists.fsck.com/pipermail/rt-users/2006-November/043012.html
[2]: http://lists.fsck.com/pipermail/rt-users/2007-January/043699.html

In both cases I’d be happy even with a first few insights where to start searching. I have quite some experience in application development in itself, but I have almost no knowledge of RT internals and not the time to spend hours in understanding the whole architecture. Heck, even pointers at existing Documents etc. would be a help, I searched for the problems, but i didn’t find anything useful.

I know that support is always a problem with open source software (I have been leading an OSS Project for years), but just not answering in any way isn’t exactly what I’d expect. Please don’t destroy the very good impression I currently have from RT by letting this slide entirely. Currently our RT instance here is only used by a few people, but we have plans of opening it up to around a thousand employees here and there it will be a problem.

Yours sincerely,
Torben Nehmer

Torben Nehmer
Diplom Informatiker (FH)
Business System Developer

CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany

Phone: +49 (0)8225 - 996-1118
Fax: +49 (0)8225 - 996-41118
torben.nehmer@cancom.de mailto:torben.nehmer@cancom.de

CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Geschäftsführer: Paul Holdschik, Christian Linder

2

Torben, without doing the research, I am not even sure if the RT code knows
how to parse html email. I think you’d be better off just sending plain
text email through the mailgate. I am sure this topic has been covered
before somewhere in the list archives.

I think perhaps your lack of responses, especially regarding the simple
search feature is to allow you time to perhaps answer your own questions.
:wink:

To change the simple search, you’re going to have to change the code
yourself. Barring that, once you perform the search, you can edit it or
use the advanced link to exclude resolved tickets.

Each user can also edit their search preferences to sort tickets in
searches so that they are in descending order. While the simple search
will still yield resolved tickets, newest tickets at the top of the search
will be more likely to be open/new while really old tickets at the bottom
of the search will have a higher probably of being in resolved status.

James Moseley

         "Torben Nehmer"                                               
         <torben.nehmer@ca                                             
         ncom.de>                                                   To 
         Sent by:                  <RT-Users@lists.bestpractical.com>  
         rt-users-bounces@                                          cc 
         lists.bestpractic                                             
         al.com                                                Subject 
                                   [rt-users] No Answers :-(           
                                                                       
         02/14/2007 04:34                                              
         AM

Hi,

I have been using RT for a while now and I must say that I am very happy
with it as a product.

What I’m a bit dissapointed is the fact, that I didn’t get any response at
all to two questions I have been asking here on the list, one about a
Problem with text/html mails 1, and another about default ticket filtres
[2].

http://lists.fsck.com/pipermail/rt-users/2006-November/043010.html,
http://lists.fsck.com/pipermail/rt-users/2006-November/043011.html,
http://lists.fsck.com/pipermail/rt-users/2006-November/043012.html
[2]: http://lists.fsck.com/pipermail/rt-users/2007-January/043699.html

In both cases I’d be happy even with a first few insights where to start
searching. I have quite some experience in application development in
itself, but I have almost no knowledge of RT internals and not the time to
spend hours in understanding the whole architecture. Heck, even pointers at
existing Documents etc. would be a help, I searched for the problems, but i
didn’t find anything useful.

I know that support is always a problem with open source software (I have
been leading an OSS Project for years), but just not answering in any way
isn’t exactly what I’d expect. Please don’t destroy the very good
impression I currently have from RT by letting this slide entirely.
Currently our RT instance here is only used by a few people, but we have
plans of opening it up to around a thousand employees here and there it
will be a problem.

Yours sincerely,
Torben Nehmer

Torben Nehmer
Diplom Informatiker (FH)
Business System Developer

CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany

Phone: +49 (0)8225 - 996-1118
Fax: +49 (0)8225 - 996-41118
torben.nehmer@cancom.de

CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Geschäftsführer: Paul Holdschik, Christian Linder
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

3

Torben,

I too, have had issues with questions I’ve asked going unanswered.
Initially, I thought it was due to people just not caring to answer
them. However, having been posting to this mailing list for a while
now, I’ve come to realize that a lot of questions get posted and it is
easy to lose one or two in the mix. I’ve asked a few of the questions
I’ve had more than once usually getting some kind of answer eventually.
Even people don’t know the answer, they will generally let you know.
If you don’t get an answer the first time, ask again. Eventually you will

Mathew

Torben Nehmer wrote:

4

Don’t take this the wrong way, but RT is commercial as well as
open source. I’ve been pleased with RT and the list, but I never
felt entitled to specific answers. I do read the code when I need
to, and I answer questions when I have time and expertise. But if
I didn’t have the time or skill to do that, and I had to have
timely answers for a production system, I’d consider buying a
support contract. In fact, one of the selling points of RT
here, is if I were to get hit by a beer truck, the organization
could get commercial support and continue.

bobg

5

Don’t take this the wrong way, but RT is commercial as well as
open source. I’ve been pleased with RT and the list, but I never
felt entitled to specific answers. I do read the code when I need
to, and I answer questions when I have time and expertise. But if
I didn’t have the time or skill to do that, and I had to have
timely answers for a production system, I’d consider buying a
support contract. In fact, one of the selling points of RT
here, is if I were to get hit by a beer truck, the organization
could get commercial support and continue.

The odds of getting hit by a beer truck are greatly reduced if you don’t
try and filch anything from the back while they are trying to leave :slight_smile: