RT 3.8.7's requester handling, User Interface, Web chat inquiry

Hi Community,

We are using RT 3.8.7 with MySQL
running on Ubuntu 10. We have got some challenges as following:

-A requester send email to RT (some
sent to RT’s mailbox, some CC RT’s mailbox) and requester copy a lot of email
addresses in that email message. So what happen is, few user in those CC list
reply requester’s email and CC RT’s mailbox. RT then create another new ticket
for that. How to overcome that one? How to setup RT to add those emails in the
CC list sent by requester automatically to CC Type in ticket’s people field so
when we reply from RT the message will CC those email addresses CC by requester?

-How to reply RT ticket as
convinience as MS Outlook? The current version just give us some sort of plain
text email response environment.

-How to setup a web base chat, VoIP
or other communication tool and that put chat log into RT ticket directly?

-Is there any document that can
help us migrate our RT to RT 4 in a timely manner?

This is sample version of our
RT_SiteConfig.pm:

dynamically find out the current

timezone

my $zone = “UTC”;

$zone=/bin/cat /etc/timezone

if -f “/etc/timezone”;

chomp $zone;

Set($Timezone, $zone);

end

/etc/request-tracker3.8/RT_SiteConfig.d/40-timezone

start

/etc/request-tracker3.8/RT_SiteConfig.d/50-debconf

THE BASICS:

Set($rtname, ‘SR’);

Set($Organization, ‘mydomain.com’);

Set($CorrespondAddress ,
‘support@mydomain.com’);

Set($CommentAddress ,
‘support@mydomain.com’);

Set($OverrideOutgoingMailFrom, {

            'General'

=> ‘support@mydomain.com’,

});

Set($MaxAttachmentSize, 10000000);

Set($FriendlyFromLineFormat,
“support”);

This will disable rich text →

Set($MessageBoxRichText, 0);

Set(@Plugins, qw(RT::FM
RT::Extension::SLA));

Set($LogToFile, ‘debug’);

#Set amk logo

#Set($WebBaseURL,
http://www.mydomain.com/images/Logowithslogan.png”);

#Set Business Hours

Set( %ServiceBusinessHours,

            'work'

=> {

            0

=> {Name => ‘Sunday’,Start =>undef, End =>undef },

            1

=> {Name => ‘Monday’,Start => ‘07:30’, End => ‘17:30’ },

            2

=> {Name => ‘Tuesday’,Start => ‘7:30’, End => ‘17:30’ },

            3

=> {Name => ‘Wednesday’,Start => ‘7:30’, End => ‘17:30’ },

            4

=> {Name => ‘Thursday’,Start => ‘7:30’, End => ‘17:30’ },

            5

=> {Name => ‘Friday’,Start => ‘7:30’, End => ‘17:30’ },

            6

=> {Name => ‘Saturday’,Start =>undef, End =>undef },

holidays => [qw(12-06)],

            'holidays'

=> [qw(2011-01-01 2011-01-02 2011-01-03 2011-01-07 2011-02-18 2011-03-8
2011-04-14 2011-04-15 2011-04-16 2011-04-17 2011-04-18 2011-05-01 2011-05-02
2011-05-13 2011-05-14 2011-05-15 2011-05-16 2011-05-17 2011-05-21 2011-05-22
2011-05-23 2011-06-1 2011-06-18 2011-06-18 2011-06-19 2011-06-20 2011-09-24
2011-09-25 2011-09-26 2011-09-27 2011-09-28 2011-10-29 2011-10-30 2011-10-31
2011-11-09 2011-11-10 2011-11-11 2011-12-10 2011-12-11 2011-12-12)],

            },

);

#RT::Extension::SLA Config

Set( %ServiceAgreements,

    Default => 'sev4',

    QueueDefault => {

        'General' => 'sev4',

    },

    Levels => {

        'sev1' => { 

                                            StartImmediately

=> 1,

                                            Response

=> { RealMinutes => 60*0.5 },

                                            Resolve

=> { RealMinutes => 60*4 } },

        'sev2' => { 

                                            StartImmediately

=> 1,

                                            Response

=> { RealMinutes => 60*0.5 },

                                            Resolve

=> { RealMinutes => 60*12 } },

                'sev3' => { 

                                            BusinessHours

=> ‘work’,

                                            OutOfHours

=> { Resolve => { RealMinutes => +60*28 } },

                                            Response

=> { BusinessMinutes => 60*4 },

                                            Resolve

=> { BusinessMinutes => 60*28 } },

                'sev4' => { 

                                            BusinessHours

=> ‘work’,

                                            OutOfHours

=> { Resolve => { RealMinutes => +60*52 } },

                                            Response

=> { BusinessMinutes => 60*8 },

                                            Resolve

=> { BusinessMinutes => 60*52 } },

    },

);

THE WEBSERVER:

Set($WebPath , “/rt”);

Set($WebBaseURL ,
http://support.mydomain.com”);

map from dbconfig-common database

types to their names as known by RT

my %typemap = (

mysql => ‘mysql’,

pgsql => ‘Pg’,

sqlite3 => ‘SQLite’,

);

Set($DatabaseType, $typemap{mysql}
|| “UNKNOWN”);

Set($DatabaseHost, ‘localhost’);

Set($DatabasePort, ‘’);

Set($DatabaseUser , ‘rtuser’);

Set($DatabasePassword ,
‘samplepwd’);

SQLite needs a special case,

since $DatabaseName must be a full pathname

my $dbc_dbname = ‘rtdb’; if (
“mysql” eq “sqlite3” ) { Set ($DatabaseName, ‘’ . ‘/’ .
$dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); }

end /etc/request-tracker3.8/RT_SiteConfig.d/51-dbconfig-common

1;

Regards/Rithy

-A requester send email to RT (some sent to RT’s mailbox, some CC RT’s mailbox) and requester
copy a lot of email addresses in that email message. So what happen is, few user in those CC
list reply requester’s email and CC RT’s mailbox. RT then create another new ticket for that.
How to overcome that one? How to setup RT to add those emails in the CC list sent by requester
automatically to CC Type in ticket’s people field so when we reply from RT the message will CC
those email addresses CC by requester?

There’s a config option that will Parse new messages for Ccs

-How to reply RT ticket as convinience as MS Outlook? The current version just give us some
sort of plain text email response environment.

I suspect you want to read docs/templates.pod and turn on HTML
templates. Newer versions of Rt also have some code to work around
outlook’s broken text/plain behavior

-How to setup a web base chat, VoIP or other communication tool and that put chat log into RT
ticket directly?

That’s specific to your communication tool. RT provides several APIs

-Is there any document that can help us migrate our RT to RT 4 in a timely manner?

Start with

which links to the included docs, but since you’re using the debian
packages, you may want to use the debian 4.0 packages and that’s going
to require some debian specific upgrade steps.

Rithy,

If someone is sending an email to RT aND adding their own Cc’s (as opposed
to letting RT take care of that with watchers and email notifications), it
would be better to put the RT address in the BCc address. The reason is
… a lot of your users getting that original NON-RT email may want to do
a “Reply All” and since that original email they received does NOT have a
ticket reference in the subject line, RT will get that “Reply All” with no
ticket number reference and it WILL create a new ticket. It is FAR FAR
better to make sure the RT Queue has the correct watchers, etc. and let RT
copy all the appropriate people. Now, keep in mind that if you do NOT have
all the appropriate people listed as watchers for a Queue, you can have RT
automatically add them as “Ticket” Cc’s, which would then mean that RT WILL
STILL send out all the correspondence to the appropriate list of people.

So, set up the Queue’s with the appropriate watchers, set up the appropriate
email notifications, set up RT to automatically add Cc’s to the ticket as Cc
watchers and THEN, send your emails to RT only and let RT take care of the
other correspondence to the appropriate list of watchers.

That should do it.

Hope his helps.

Kenn
LBNLOn Wed, Sep 21, 2011 at 4:22 AM, Rithy R rithy4u_os@hotmail.com wrote:

Hi Community,****


We are using RT 3.8.7 with MySQL running on Ubuntu 10. We have got some
challenges as following:****


-A requester send email to RT (some sent to RT’s mailbox, some CC RT’s
mailbox) and requester copy a lot of email addresses in that email message.
So what happen is, few user in those CC list reply requester’s email and CC
RT’s mailbox. RT then create another new ticket for that. How to overcome
that one? How to setup RT to add those emails in the CC list sent by
requester automatically to CC Type in ticket’s people field so when we reply
from RT the message will CC those email addresses CC by requester?****


-How to reply RT ticket as convinience as MS Outlook? The current version
just give us some sort of plain text email response environment.****


-How to setup a web base chat, VoIP or other communication tool and that
put chat log into RT ticket directly? ****


-Is there any document that can help us migrate our RT to RT 4 in a timely
manner? ****



This is sample version of our RT_SiteConfig.pm:
+++++****


dynamically find out the current timezone****

my $zone = “UTC”;****

$zone=/bin/cat /etc/timezone****

if -f "/etc/timezone";****

chomp $zone;****

Set($Timezone, $zone);****

end /etc/request-tracker3.8/RT_SiteConfig.d/40-timezone****

start /etc/request-tracker3.8/RT_SiteConfig.d/50-debconf****

THE BASICS:****


Set($rtname, ‘SR’);****

Set($Organization, ‘mydomain.com’);****

Set($CorrespondAddress , ‘support@mydomain.com’);****

Set($CommentAddress , ‘support@mydomain.com’);****

Set($OverrideOutgoingMailFrom, { ****

            'General' => 'support@mydomain.com',****

});****


Set($MaxAttachmentSize, 10000000);****

Set($FriendlyFromLineFormat, “support”);****

This will disable rich text → Set($MessageBoxRichText, 0);****

Set(@Plugins, qw(RT::FM RT::Extension::SLA));****

Set($LogToFile, ‘debug’);****


#Set amk logo****

#Set($WebBaseURL, “http://www.mydomain.com/images/Logowithslogan.png”);***
*


#Set Business Hours****

Set( %ServiceBusinessHours, ****

            'work' => {****

            0 => {Name => 'Sunday',Start =>undef, End =>undef },****

            1 => {Name => 'Monday',Start => '07:30', End => '17:30' },

            2 => {Name => 'Tuesday',Start => '7:30', End => '17:30' },

            3 => {Name => 'Wednesday',Start => '7:30', End => '17:30'

},****

            4 => {Name => 'Thursday',Start => '7:30', End => '17:30'

},****

            5 => {Name => 'Friday',Start => '7:30', End => '17:30' },*

            6 => {Name => 'Saturday',Start =>undef, End =>undef },****

holidays => [qw(12-06)],****

            'holidays' => [qw(2011-01-01 2011-01-02 2011-01-03

2011-01-07 2011-02-18 2011-03-8 2011-04-14 2011-04-15 2011-04-16 2011-04-17
2011-04-18 2011-05-01 2011-05-02 2011-05-13 2011-05-14 2011-05-15 2011-05-16
2011-05-17 2011-05-21 2011-05-22 2011-05-23 2011-06-1 2011-06-18 2011-06-18
2011-06-19 2011-06-20 2011-09-24 2011-09-25 2011-09-26 2011-09-27 2011-09-28
2011-10-29 2011-10-30 2011-10-31 2011-11-09 2011-11-10 2011-11-11 2011-12-10
2011-12-11 2011-12-12)],****

            },****

);****


#RT::Extension::SLA Config****

Set( %ServiceAgreements,****

    Default => 'sev4',****

    QueueDefault => {****

        'General' => 'sev4',****

    },****

    Levels => {****

        'sev1' => { ****

                                            StartImmediately => 1,****

                                            Response => { RealMinutes

=> 600.5 },***

                                            Resolve => { RealMinutes

=> 604 } },***

        'sev2' => { ****

                                            StartImmediately => 1,****

                                            Response => { RealMinutes

=> 600.5 },***

                                            Resolve => { RealMinutes

=> 6012 } },***

                'sev3' => { ****

                                            BusinessHours => 'work',**

**

                                            OutOfHours => { Resolve =>

{ RealMinutes => +6028 } },***

                                            Response => {

BusinessMinutes => 604 },***

                                            Resolve => {

BusinessMinutes => 6028 } },***

                'sev4' => { ****

                                            BusinessHours => 'work',**

**

                                            OutOfHours => { Resolve =>

{ RealMinutes => +6052 } },***

                                            Response => {

BusinessMinutes => 608 },***

                                            Resolve => {

BusinessMinutes => 6052 } },***

    },****

);****


THE WEBSERVER:****


Set($WebPath , “/rt”);****

Set($WebBaseURL , “http://support.mydomain.com”);****


map from dbconfig-common database types to their names as known by RT***

my %typemap = (****

mysql   => 'mysql',****

pgsql   => 'Pg',****

sqlite3 => 'SQLite',****

);****

****

Set($DatabaseType, $typemap{mysql} || “UNKNOWN”);****


Set($DatabaseHost, ‘localhost’);****

Set($DatabasePort, ‘’);****


Set($DatabaseUser , ‘rtuser’);****

Set($DatabasePassword , ‘samplepwd’);****


SQLite needs a special case, since $DatabaseName must be a full pathname


my $dbc_dbname = ‘rtdb’; if ( “mysql” eq “sqlite3” ) { Set ($DatabaseName,
‘’ . ‘/’ . $dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); }****

end /etc/request-tracker3.8/RT_SiteConfig.d/51-dbconfig-common****

1;****

+++++****



Regards/Rithy


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