RT not including RTFM articles in ticket response

RT Developers
1

Hi,

I think I’ve found why RTFM articles weren’t getting included in responses
to tickets when the button is pushed to include them. The RTFM callback for
MessageBox is in the wrong place and so is never executed.

The callback is in share/html/Callbacks/RTFM/Elements/Messagebox/Default
but should be in share/html/Callbacks/RTFM/Elements/MessageBox/Default
(i.e the B in Box should be capitalised)

Derek Ross
Tier 1/A System Administrator
Rutherford Appleton Laboratory

2

That’s interesting - I copied that directory but that didn’t appear to work
for me.

On an aside, it’s unfortunate that the “Include RTFM article” isn’t a drop
down list box.From: "Ross, D (Derek) " D.Ross@rl.ac.uk
To: rt-devel@lists.fsck.com
Sent: Tuesday, August 19, 2003 7:54 AM
Subject: [rt-devel] RT not including RTFM articles in ticket response

Hi,

I think I’ve found why RTFM articles weren’t getting included in responses
to tickets when the button is pushed to include them. The RTFM callback
for
MessageBox is in the wrong place and so is never executed.

The callback is in share/html/Callbacks/RTFM/Elements/Messagebox/Default
but should be in share/html/Callbacks/RTFM/Elements/MessageBox/Default
(i.e the B in Box should be capitalised)

Derek Ross

Tier 1/A System Administrator
Rutherford Appleton Laboratory

rt-devel mailing list
rt-devel@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-devel

3

That’s interesting - I copied that directory but that didn’t appear to work
for me.

On an aside, it’s unfortunate that the “Include RTFM article” isn’t a drop
down list box.

That’s an easy customization, but since I expect that many sites will
have thousands of articles, a dropdown really doesn’t make sense in the
general case.
Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

4

Hi,

I think I’ve found why RTFM articles weren’t getting included in responses
to tickets when the button is pushed to include them. The RTFM callback for
MessageBox is in the wrong place and so is never executed.

The callback is in share/html/Callbacks/RTFM/Elements/Messagebox/Default
but should be in share/html/Callbacks/RTFM/Elements/MessageBox/Default
(i.e the B in Box should be capitalised)

Nice catch. And of course that wouldn’t bite me, since Mac OS X isn’t
case-sensitive. sigh

Derek Ross

Tier 1/A System Administrator
Rutherford Appleton Laboratory

rt-devel mailing list
rt-devel@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-devel

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

5

Hello,

–Am Dienstag, 19. August 2003 15:54 Uhr +0100 schrieb "Ross, D (Derek) "
D.Ross@rl.ac.uk:

The callback is in share/html/Callbacks/RTFM/Elements/Messagebox/Default
but should be in share/html/Callbacks/RTFM/Elements/MessageBox/Default
(i.e the B in Box should be capitalised)

yes thid does it for me also

Thank you,
Dirk.

6

Strange, this doesn’t make it work for me. I’m using RT 3.0.4 and RTFM
2.0RC2. After changing the ‘b’ to a ‘B’ in ‘Messagebox’, I still don’t
get any text included when I include an RTFM article.

-JeffOn Tue, 2003-08-19 at 10:15, Dirk Pape wrote:

Hello,

–Am Dienstag, 19. August 2003 15:54 Uhr +0100 schrieb "Ross, D (Derek) "
D.Ross@rl.ac.uk:

The callback is in share/html/Callbacks/RTFM/Elements/Messagebox/Default
but should be in share/html/Callbacks/RTFM/Elements/MessageBox/Default
(i.e the B in Box should be capitalised)

yes thid does it for me also

Thank you,
Dirk.

rt-devel mailing list
rt-devel@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-devel

7

Did you have to stop/start apache?----- Original Message -----
From: “Dirk Pape” pape-rt@inf.fu-berlin.de
To: rt-devel@lists.fsck.com
Sent: Tuesday, August 19, 2003 10:15 AM
Subject: Re: [rt-devel] RT not including RTFM articles in ticket response

Hello,

–Am Dienstag, 19. August 2003 15:54 Uhr +0100 schrieb "Ross, D (Derek) "
D.Ross@rl.ac.uk:

The callback is in share/html/Callbacks/RTFM/Elements/Messagebox/Default
but should be in share/html/Callbacks/RTFM/Elements/MessageBox/Default
(i.e the B in Box should be capitalised)

yes thid does it for me also

Thank you,
Dirk.

rt-devel mailing list
rt-devel@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-devel

8

Jeff Sheltren wrote:

Strange, this doesn’t make it work for me. I’m using RT 3.0.4 and RTFM
2.0RC2. After changing the ‘b’ to a ‘B’ in ‘Messagebox’, I still don’t
get any text included when I include an RTFM article.

-Jeff

That fixed it for me, now if I could just get rid of the annoying
repeated text…

Sam Smith

9

I take back my previous message (I think I need some more coffee).
After restarting apache, this fixes the problem.

Thanks for the info!

-JeffOn Tue, 2003-08-19 at 10:49, matthew zeier wrote:

Did you have to stop/start apache?

----- Original Message -----
From: “Dirk Pape” pape-rt@inf.fu-berlin.de
To: rt-devel@lists.fsck.com
Sent: Tuesday, August 19, 2003 10:15 AM
Subject: Re: [rt-devel] RT not including RTFM articles in ticket response

Hello,

–Am Dienstag, 19. August 2003 15:54 Uhr +0100 schrieb "Ross, D (Derek) "
D.Ross@rl.ac.uk:

The callback is in share/html/Callbacks/RTFM/Elements/Messagebox/Default
but should be in share/html/Callbacks/RTFM/Elements/MessageBox/Default
(i.e the B in Box should be capitalised)

yes thid does it for me also

Thank you,
Dirk.

rt-devel mailing list
rt-devel@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-devel

rt-devel mailing list
rt-devel@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-devel

10

Jeff Sheltren wrote:

Strange, this doesn’t make it work for me. I’m using RT 3.0.4 and RTFM
2.0RC2. After changing the ‘b’ to a ‘B’ in ‘Messagebox’, I still don’t
get any text included when I include an RTFM article.

-Jeff

That fixed it for me, now if I could just get rid of the annoying
repeated text…

That was fixed in 3.0.5pre1.

Sam Smith

rt-devel mailing list
rt-devel@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-devel

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

11

That’s interesting - I copied that directory but that didn’t appear to
work
for me.

On an aside, it’s unfortunate that the “Include RTFM article” isn’t a
drop
down list box.

That’s an easy customization, but since I expect that many sites will
have thousands of articles, a dropdown really doesn’t make sense in the
general case.

Or a checkbox per article to include as a drop down… But I don’t have time
to code that :slight_smile: