RTFM 2.0 Beta 1 now available

RT Developers
1

RTFM (The RT FAQ Manager) is a tool for maintaining an organizational
knowledgebase. Out of the box, it integrates with RT3 (Also available from
bestpractical.com).

Installation instructions:

  1. Download from http://bestpractical.com/pub/rt/devel/rtfm-2-0-beta-1.tar.gz

  2. Install RT 3.0.x [or 2.1.8x for the moment ]

  3. Once RT 3.0 appears to be happily installed, cd into the directory you
    unpacked RTFM into.

  4. Edit RTFM’s Makefile to point to your RT 3 instance

  5. make sure that mysql or pgsql’s commandline tool is in your path

  6. Type “make install”

  7. stop and start your web server

Staff users should be now have a new “RTFM” menu item RT’s top level menu.
As an administrator, you should go create some “Classes” of articles in RTFM.
Classes are equivalent to RT’s queues. Unlike RTFM 1.0, RTFM 2.0 doesn’t have a
single “body” section for each article. Everything is a custom field (except
for name, summary and some other basic metadata). So, you need to go create
some custom fields. You’ve got five choices. “SelectSingle” and
“SelectMultiple” let you pick one or many choices from a list respectively.
“FreeformSingle” and “FreeformMultiple” let you hand-enter one or many lines of
text. “TextSingle” is what you want for the “Body” of articles. Once you’ve
created your custom fields, go into your classes and click on “Custom Fields”
and add the Custom Fields you want to each class.

Grant some ACLs to your users and start creating articles.

Of course, RTFM integrates with RT. You can extract the body of a ticket into
an article. Within RT, you should now see an “Extract to article” button in
the upper right hand corner of RT’s UI when working with tickets. When you
click that button, RTFM will ask you which Class to create your new article in.
Once you click on a class name, the Ticket’s transactions will be displayed,
along with a set of select boxes. For each transaction, you can pick which
TextSingle that transaction should be extracted to. From there on in, it’s just
regular article creation. And the integration doesn’t stop there! When
replying to or commenting on tickets, there’s a new UI widget that lets you
search for and include RTFM articles in your reply. (They’re editable, of
course).

Development of RTFM 2.0 has been sponsored by RIPE NCC and DynDNS.org

You probably want to discuss rtfm on rt-devel@lists.fsck.com at this point.
(Send mail to rt-devel-request@lists.fsck.com to subscribe)

    Best,
    Jesse Vincent
    Best Practical Solutions, LLC

Request Tracker — Best Practical Solutions – Trouble Ticketing. Free.
rt-announce mailing list
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2

Staff users should be now have a new “RTFM” menu item RT’s top level menu.
As an administrator, you should go create some “Classes” of articles in
RTFM.

I’m not seeing that. Running 2.1.85.

Also, ‘make install’ messed up the file perms on /opt/rt3/lib/RT.

3

Staff users should be now have a new “RTFM” menu item RT’s top level menu.
As an administrator, you should go create some “Classes” of articles in
RTFM.

I’m not seeing that. Running 2.1.85.

Also, ‘make install’ messed up the file perms on /opt/rt3/lib/RT.

Probably the same issue. try making sure that everything in
/opt/rt3/local is world readable

rt-devel mailing list
rt-devel@lists.fsck.com
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4

Staff users should be now have a new “RTFM” menu item RT’s top level
menu.
As an administrator, you should go create some “Classes” of articles
in
RTFM.

I’m not seeing that. Running 2.1.85.

Also, ‘make install’ messed up the file perms on /opt/rt3/lib/RT.

Probably the same issue. try making sure that everything in
/opt/rt3/local is world readable

That fixed some stuff. ‘make install’ ignored my umask and kept the
owner/group as the user that unrolled the tarball.

I still don’t see an RTFM menu item at RT’s top level. I’m logged in as
root. Which file makes this happen (and might have the wrong perms) ?

5

Ah, I missed /opt/rt3/local/html/RTFM/Elements .From: “Jesse Vincent” jesse@bestpractical.com
To: “matthew zeier” mrz@intelenet.net
Cc: rt-devel@lists.fsck.com
Sent: Tuesday, March 11, 2003 3:38 PM
Subject: Re: [rt-devel] Re: [rt-announce] RTFM 2.0 Beta 1 now available

Staff users should be now have a new “RTFM” menu item RT’s top level
menu.
As an administrator, you should go create some “Classes” of articles
in
RTFM.

I’m not seeing that. Running 2.1.85.

Also, ‘make install’ messed up the file perms on /opt/rt3/lib/RT.

Probably the same issue. try making sure that everything in
/opt/rt3/local is world readable

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

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6

OK, I set this up in my now working RT setup (Thanks Harald!), I defined
classes, and custom fields, and assigned custom fields into each class.
I then went to extract an article from a ticket, and picked the class.
When I got to the screen where I’m supposed to be able to assign a
custom field to each comment in the ticket, the dropdown box only has a
single entry (‘-’) in it. If I go to RTFM configuration and look at the
class, it has 4 different custom fields (2 freeform single, 2 freeform
multiple), so it seems to be defined correctly.

If I create an article in the same class by hand, all the custom fields
are available to be filled in

What should I look for?

-Kelly-----Original Message-----
From: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Tuesday, March 11, 2003 4:30 PM
To: rt-announce@fsck.com
Subject: [rt-announce] RTFM 2.0 Beta 1 now available

RTFM (The RT FAQ Manager) is a tool for maintaining an organizational
knowledgebase. Out of the box, it integrates with RT3 (Also available
from
bestpractical.com).

Installation instructions:

  1. Download from
    http://bestpractical.com/pub/rt/devel/rtfm-2-0-beta-1.tar.gz

  2. Install RT 3.0.x [or 2.1.8x for the moment ]

  3. Once RT 3.0 appears to be happily installed, cd into the directory
    you
    unpacked RTFM into.

  4. Edit RTFM’s Makefile to point to your RT 3 instance

  5. make sure that mysql or pgsql’s commandline tool is in your path

  6. Type “make install”

  7. stop and start your web server

Staff users should be now have a new “RTFM” menu item RT’s top level
menu.
As an administrator, you should go create some “Classes” of articles in
RTFM.
Classes are equivalent to RT’s queues. Unlike RTFM 1.0, RTFM 2.0 doesn’t
have a
single “body” section for each article. Everything is a custom field
(except
for name, summary and some other basic metadata). So, you need to go
create
some custom fields. You’ve got five choices. “SelectSingle” and
“SelectMultiple” let you pick one or many choices from a list
respectively.
“FreeformSingle” and “FreeformMultiple” let you hand-enter one or many
lines of
text. “TextSingle” is what you want for the “Body” of articles. Once
you’ve
created your custom fields, go into your classes and click on “Custom
Fields”
and add the Custom Fields you want to each class.

Grant some ACLs to your users and start creating articles.

Of course, RTFM integrates with RT. You can extract the body of a
ticket into
an article. Within RT, you should now see an “Extract to article” button
in
the upper right hand corner of RT’s UI when working with tickets. When
you
click that button, RTFM will ask you which Class to create your new
article in.
Once you click on a class name, the Ticket’s transactions will be
displayed,
along with a set of select boxes. For each transaction, you can pick
which
TextSingle that transaction should be extracted to. From there on in,
it’s just
regular article creation. And the integration doesn’t stop there! When
replying to or commenting on tickets, there’s a new UI widget that lets
you
search for and include RTFM articles in your reply. (They’re editable,
of
course).

Development of RTFM 2.0 has been sponsored by RIPE NCC and DynDNS.org

You probably want to discuss rtfm on rt-devel@lists.fsck.com at this
point.
(Send mail to rt-devel-request@lists.fsck.com to subscribe)

    Best,
    Jesse Vincent
    Best Practical Solutions, LLC

Request Tracker — Best Practical Solutions – Trouble Ticketing. Free.
rt-announce mailing list
rt-announce@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-announce

7

Hello,

Congrats on the release. I had a couple of questions. If I have

customized rt 2.0.15 lots how easily will those integrate with RT 3.0, such
as LDAP authentication and user creation, Specialized views of certain
queues and custom fields, and a customized mailgate that handles commands
and will soon be changed to guess at reply alls. I have used cvs to keep
track of all my changes and wonder if I make the RT3 my new code base if
all my changes would integrate well or have some been changed? is there a
place for the differences between rt3 and rt2? Does rt 3 connect to the
database using the same perl modules (since I have changed them locally so
that the will work with our oracle 9i db. or will those change.) and when
is RT3 and RTFM 2 release one expected, since they are beta now and I don’t
know if they are production worthy yet.

Thanks for all the info
John

At 02:30 PM 3/11/2003, you wrote:

RTFM (The RT FAQ Manager) is a tool for maintaining an organizational
knowledgebase. Out of the box, it integrates with RT3 (Also available from
bestpractical.com).

Installation instructions:

  1. Download from http://bestpractical.com/pub/rt/devel/rtfm-2-0-beta-1.tar.gz

  2. Install RT 3.0.x [or 2.1.8x for the moment ]

  3. Once RT 3.0 appears to be happily installed, cd into the directory you
    unpacked RTFM into.

  4. Edit RTFM’s Makefile to point to your RT 3 instance

  5. make sure that mysql or pgsql’s commandline tool is in your path

  6. Type “make install”

  7. stop and start your web server

Staff users should be now have a new “RTFM” menu item RT’s top level menu.
As an administrator, you should go create some “Classes” of articles in RTFM.
Classes are equivalent to RT’s queues. Unlike RTFM 1.0, RTFM 2.0 doesn’t
have a
single “body” section for each article. Everything is a custom field (except
for name, summary and some other basic metadata). So, you need to go create
some custom fields. You’ve got five choices. “SelectSingle” and
“SelectMultiple” let you pick one or many choices from a list respectively.
“FreeformSingle” and “FreeformMultiple” let you hand-enter one or many
lines of
text. “TextSingle” is what you want for the “Body” of articles. Once you’ve
created your custom fields, go into your classes and click on “Custom Fields”
and add the Custom Fields you want to each class.

Grant some ACLs to your users and start creating articles.

Of course, RTFM integrates with RT. You can extract the body of a ticket into
an article. Within RT, you should now see an “Extract to article” button in
the upper right hand corner of RT’s UI when working with tickets. When you
click that button, RTFM will ask you which Class to create your new
article in.
Once you click on a class name, the Ticket’s transactions will be displayed,
along with a set of select boxes. For each transaction, you can pick which
TextSingle that transaction should be extracted to. From there on in, it’s
just
regular article creation. And the integration doesn’t stop there! When
replying to or commenting on tickets, there’s a new UI widget that lets you
search for and include RTFM articles in your reply. (They’re editable, of
course).

Development of RTFM 2.0 has been sponsored by RIPE NCC and DynDNS.org

You probably want to discuss rtfm on rt-devel@lists.fsck.com at this point.
(Send mail to rt-devel-request@lists.fsck.com to subscribe)

    Best,
    Jesse Vincent
    Best Practical Solutions, LLC

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

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

rt-users mailing list
rt-users@lists.fsck.com
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Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

<>< Proverbs 3:5 “Trust in the Lord with all your heart and lean not on
your own understanding;”

8

OK, I set this up in my now working RT setup (Thanks Harald!), I defined
classes, and custom fields, and assigned custom fields into each class.
I then went to extract an article from a ticket, and picked the class.
When I got to the screen where I’m supposed to be able to assign a
custom field to each comment in the ticket, the dropdown box only has a
single entry (‘-’) in it. If I go to RTFM configuration and look at the
class, it has 4 different custom fields (2 freeform single, 2 freeform
multiple), so it seems to be defined correctly.

What should I look for?

-Kelly

From the README you replied to:

For each transaction, you can pick
which
TextSingle that transaction should be extracted to. From there on in,
it’s just
regular article creation.

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