Request Tracker customisation

RT Users
1

Hi folks,
we have set up a RT webserver and we are searching for a way to change
some default behaviour.
My boss want me to have several E-mails for one customer it seems I had
to use RT Extension MergeUsers to do this
or can you tell me an other way ?
Is this Extension really helpfull within my situation ?

We also want to deactivate some information showed on the client
selfservice, for exemple change status information
and reminder are not relevant for our customer
Do you know a way to do that ? (disabling scrips I guess but I can’t
find out wich one)

Thanks for all your help

Cordialement / Greetings

2

Georghy wrote:

We also want to deactivate some information showed on the client
selfservice, for exemple change status information
and reminder are not relevant for our customer
Do you know a way to do that ? (disabling scrips I guess but I can’t
find out wich one)
Search the wiki and/or the mailinglist rt-users for SkipTransaction.
Further read the wiki about cleanly modifying RT.

Regards,

Joop

3

My boss want me to have several E-mails for one customer it seems I
had to use RT Extension MergeUsers to do this
or can you tell me an other way ?
Is this Extension really helpfull within my situation ?

We have several mail aliases for our users in LDAP. I use MergeUsers together with my own script to autocreate every internal mailadress in LDAP, and merge the users together so that mail to/from any of these mailaliases are linked to the proper RT user.

So yes, MergeUsers is helpful when users have >1 mail address.

…/Bosse
Lars Kristian (Bosse) Klykken, Senior Engineer
Server Operations / IT Division
Norwegian Meteorological Institute
http://met.no - http://yr.no

4

Please “reply to all” when you are answering list messages.

So yes, MergeUsers is helpful when users have >1 mail address.

Is it easy to use ?

Well, yes, but you should just try it out on your test server and make up your own opinion.

I must have a LDAP server or is it not necessary ?

Not at all, I was just giving you a different perspective to its usage.

…/Bosse

5

Lars Kristian Klykken a écrit :

Please “reply to all” when you are answering list messages.

So yes, MergeUsers is helpful when users have >1 mail address.

Is it easy to use ?

Well, yes, but you should just try it out on your test server and make up your own opinion.

I must have a LDAP server or is it not necessary ?

Not at all, I was just giving you a different perspective to its usage.

…/Bosse

thanks for all your answer I’ll try it and give you my feedback

Cordialement / Greetings