I tried RT in the Spring of 2008 and though it did most of what I
wanted, there were a couple of features (or lack of them) that made me
stop. I have searched this mailing list for an update on these features,
but have failed to find a definitive answer.
Searchable body
Include screen dumps inside request headers and solutions
Edit body text
Searchable body. I used RT to log customers problem requests, and
document the solution. I would include code snippets, error logs etc,
and would need to be able to search for these pieces in future call
requests.
Screen Dumps.I support a complex business application and encourage the
users to include a screen dump with a problem request. I would also like
to include screen dumps of the solution that were used.
Editable body text. I agree with the general principle that each stage
of progress should not be changed, however on occasion during providing
a solution, you may type a code snippet incorrectly. I need a way of
changing incorrect information.
Regards, Tim B
Tim;
Tim Bonnell wrote:
Searchable body. I used RT to log customers problem requests, and
document the solution. I would include code snippets, error logs etc,
and would need to be able to search for these pieces in future call
requests.
You can search for anything in RT, including content searching from
within the Query Builder (Tickets link) page.
Screen Dumps.I support a complex business application and encourage
the users to include a screen dump with a problem request. I would
also like to include screen dumps of the solution that were used.
You can upload attachments to tickets , screen dumps will be
attachments? or am I missing something.
Editable body text. I agree with the general principle that each stage
of progress should not be changed, however on occasion during
providing a solution, you may type a code snippet incorrectly. I need
a way of changing incorrect information.
Considering that most probably updates will be emailed out to
individuals, you do not want the ticket text to be different to the
email sent , (ie if you do update , update emailed out, you then edit
that update , someone later login and view the ticket and notice the
update text is different to what they’ve received) … in case you want
to correct information I would recommend you do another update with the
correction (which is a more accurate change control process).
Saying that I do remember someone done a plugin/code to allow editing
update … search the mailing list.
Regards;
Roy
I tried RT in the Spring of 2008 and though it did most of what I
wanted, there were a couple of features (or lack of them) that made me
stop. I have searched this mailing list for an update on these features,
but have failed to find a definitive answer.
Searchable body
Include screen dumps inside request headers and solutions
Edit body text
Searchable body. I used RT to log customers problem requests, and
document the solution. I would include code snippets, error logs etc,
and would need to be able to search for these pieces in future call
requests.
Any text has always been searchable. I would not however recommend
doing a full content search if your database is large without
full text indexing support. The two backends that currently support
it are Oracle and PostgreSQL. Please see the wiki for details on
how to set it up.
Screen Dumps.I support a complex business application and encourage the
users to include a screen dump with a problem request. I would also like
to include screen dumps of the solution that were used.
Editable body text. I agree with the general principle that each stage
of progress should not be changed, however on occasion during providing
a solution, you may type a code snippet incorrectly. I need a way of
changing incorrect information.
The latest version is the corrected information. History is not
malleable/changeable with in RT. You can also add a fixed version.
Cheers,
Ken