Notify owners on assignment

Yo!

I’m in the process of installing request tracker at my company. We plan
to have one person responsible for receiving the tickets and assining
them to the relevant person, so not everybody has to deal with all the
mails, and the ‘I’m sure somebody else will handle it’ game can’t be
played.

afaics, the new owner of a ticket is not notified. How do I handle this?
(oh, yes: request-tracker 2.0.11, from the Debian package).

cheers
– vbi

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Adrian ‘Dagurashibanipal’ von Bidder wrote:

I’m in the process of installing request tracker at my company. We plan
to have one person responsible for receiving the tickets and assining
them to the relevant person, so not everybody has to deal with all the
mails, and the ‘I’m sure somebody else will handle it’ game can’t be
played.

afaics, the new owner of a ticket is not notified. How do I handle this?

You want to notify on the owner changing? You want the OnOwnerChange
ScripCondition:

http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/

(oh, yes: request-tracker 2.0.11, from the Debian package).

How long’s that been out? I specifically looked for it quite recently,
and found separate packages called request-tracker and webrt, each of
which were only version 1.

Smylers
GBdirect
http://www.gbdirect.co.uk/

You want to notify on the owner changing? You want the OnOwnerChange
ScripCondition:

Cool. Thanks. I suppose the doc on the request-tracker homepage will
tell me how to install (haven’t looked yet).

(oh, yes: request-tracker 2.0.11, from the Debian package).

How long’s that been out? I specifically looked for it quite recently,
and found separate packages called request-tracker and webrt, each of
which were only version 1.

Don’t know. In any case it can’t be long - the request-tracker pkg
didn’t make it to testing(woody), and probably won’t make it into Debian
3.0. The old request-tracker pkg got replaced by request-tracker1 to
make room for the new pkg, though, this renaming is in testing.

cheers
– vbi

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How long’s that been out? I specifically looked for it quite recently,
and found separate packages called request-tracker and webrt, each of
which were only version 1.

The debian package of RT 2 has been around since mid-march. I would strongly
discourage everyone from using it in its current state. It puts things in
the wrong places, still contains the security hole fixed in 2.0.12,
has the wrong copyright information on it and doesn’t actually automate
the bits you really want automated. I’m working with the existing maintainer
to get The Right Thing to happen, which will most likely involve me
taking over the package and redoing it from scratch.

-j

Smylers

GBdirect
http://www.gbdirect.co.uk/


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How long’s that been out? I specifically looked for it quite recently,
and found separate packages called request-tracker and webrt, each of
which were only version 1.

The debian package of RT 2 has been around since mid-march. I would strongly
discourage everyone from using it in its current state. It puts things in
the wrong places, still contains the security hole fixed in 2.0.12,
has the wrong copyright information on it and doesn’t actually automate
the bits you really want automated. I’m working with the existing maintainer
to get The Right Thing to happen, which will most likely involve me
taking over the package and redoing it from scratch.

Let me be one to say that if Jesse gets “apt-get dist-upgrade” to
migrate rt along appropriately, the intra-departmental rt box vertical
market just became that much easier to support.

rob

Yesterday Jesse Vincent wrote:

The debian package of RT 2 has been around since mid-march. I would
strongly discourage everyone from using it in its current state. It
puts things in the wrong places, still contains the security hole
fixed in 2.0.12, has the wrong copyright information on it and doesn’t
actually automate the bits you really want automated.

Ta for the warning.

Since I’ve now got ‘RT’ working fine as it is, we’ll probably leave it
like this for the foreseeable future anyway. Our sysadmin prefers to
keep the contents of /opt/ and /usr/local/ to a minimum, but there’s no
point in changing things if it’s going to make them worse.

I’m working with the existing maintainer to get The Right Thing to
happen, which will most likely involve me taking over the package and
redoing it from scratch.

Oh dear. Good luck!

Smylers
GBdirect
http://www.gbdirect.co.uk/