My company just started using RT to track all of their tech support
mail, and it’s working out really well. I was wondering if a new
“feature” could be added to the upcoming 2.0(?) release?
It’s an option to always include the original message on all
replies, correspondece, etc. It just helps the person who submitted
the request remember what the original problem/message was.
I wrote a quick perl script/hack to query the database and
reconstruct the original message from the transaction directory (which
i’ll pass along to possibly be used if you’d like) and i edited
mail.pm to resend the message on all transactions except the initial
automated response.
if anyone else would find this useful, please let me know and i’ll
pass it along. unfortunately, i don’t really have the time at the
moment to be involved in the project and just submit a patch you, but
hoopefully what i’ve got will be a start.
-Jae
"I'm very drunk and I intend on getting drunker before it's over."
-Clark Gable, Gone with the Wind
It’s an option to always include the original message on all
replies, correspondece, etc. It just helps the person who submitted
the request remember what the original problem/message was.
It should be pretty easy to add this functionality to RT 2.0. We have a
generalized system which makes it possible to plug in almost arbritrary
code to be executed when a transaction is executed. For the
abovementionated feature, it would be better to simply include
“the original message” in the templates. We’re currently using
Text::Template for the template parsing, so it’s possible to add perl code
in the templates.
It should be pretty easy to add this functionality to RT 2.0. We have a
generalized system which makes it possible to plug in almost arbritrary
code to be executed when a transaction is executed. For the
abovementionated feature, it would be better to simply include
“the original message” in the templates. We’re currently using
Text::Template for the template parsing, so it’s possible to add perl code
in the templates.
is Text::Template a new edition? i’ve been using that for a while in
most of my web work and find that it’s really a great module to have.
in terms of just making it drop in code, would it be better left as
an external script that ppl can add in if they wish, or as a
“check-box” option when setting up a queue?
-Jae
"I'm very drunk and I intend on getting drunker before it's over."
-Clark Gable, Gone with the Wind
is Text::Template a new edition? i’ve been using that for a while in
most of my web work and find that it’s really a great module to have.
Edition? Maybe you mean Addition? I’m not really sure I understand you
here … anyway, the new thing is that we will be using Text::Template
(from CPAN) for parsing the mail templates. Jesse has suggested to go for
HTML::Manson because he’s going to use HTML::Mason for the new web UI
anyway, so maybe it’s better for consistency. rt 1.0 has some 10 lines of
substitution code, it’s better to use something like Text::Template
(though, the templates do get a bit uglier).
in terms of just making it drop in code, would it be better left as
an external script that ppl can add in if they wish, or as a
“check-box” option when setting up a queue?
I think it should be easy to make a patch which allows people to choose
different template systems, though I don’t really know how necessary it
is.
I haven’t thought much about the web-admin UI, nor how to ease the
configuration, though I think Jesse has some ideas about it. Getting
the new version of RT working locally is pri one (for me) as for now. I
can handle the administration here by sql statements and hacking. Maybe
somebody else will submit patches for more easy administation?
