StockAnswers for RT

RT Users
1

StockAnswers for RT is a solution for allowing users to insert
predefined templates into their replies. This might be useful for people
who are looking for an alternative to RTFM.

Just like its original predecessor, it requires client-side JavaScript
to be activated. The rewritten version has a configuration editor
(Admin/Tools/StockAnswersConfiguration.html) and a template editor
(Tools/StockAnswers) that can save and restore backup copies of original
modifications.

Please see the Wiki page at:
http://wiki.bestpractical.com/index.cgi?StockAnswers

Cheers!
-K

Kris Merrill
System Administrator . Harvard-MIT Data Center
kmerrill@hmdc.harvard.edu

2

Crikey! This is just what I need. Thanks!

Mathew Snyder

Kris Merrill wrote:

3

StockAnswers for RT is a solution for allowing users to insert
predefined templates into their replies. This might be useful for people
who are looking for an alternative to RTFM.

Just like its original predecessor, it requires client-side JavaScript
to be activated. The rewritten version has a configuration editor
(Admin/Tools/StockAnswersConfiguration.html) and a template editor
(Tools/StockAnswers) that can save and restore backup copies of original
modifications.

Please see the Wiki page at:
Request Tracker Wiki

Cheers!
-K

Kris,

All new extensions for RT are good. I read the documentation
and don’t understand what this accomplishes that RTFM does
not. Please elaborate.

-Todd

4

How could I transfer my existing RT database to a new
RT host.

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5

Its Azfar wrote:

How could I transfer my existing RT database to a new
RT host.

mysqldump -u mysql_user -p mysql_password rt_db >> rt.sql
on the original box
mv the file (rt.sql) to the new box
and on the new box
mysql -u mysql_user -h mysql_host -p mysql_passwd
create database rt;
exit
mysql -u mysql_user -h mysql_host -p mysql_passwd rt < rt_sql
setup apache

congratulate yourself by buying a cup of coffee.

eats the blues for breakfast,
does unix for rent,
plays harp for food,
will play the flute for kicks
rides for the freedom

www.up-south.com

6

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf
Of Todd Chapman
Kris,

All new extensions for RT are good. I read the documentation
and don’t understand what this accomplishes that RTFM does
not. Please elaborate.

-Todd

I can’t speak for Kris, but I think there’s definitely a place for a
lighter-weight solution than RTFM for providing a list of commonly used
email messages on the reply screen. I put something rudimentary out myself a
few months back (http://wiki.bestpractical.com/index.cgi?CannedReplies).
Some folks may find RTFM a little complex just for this simple
functionality.

Steve

Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)

7

Hello Todd,

Technically, RTFM is an “enterprise-grade” knowledge management tool
whereas StockAnswers is just a simple extension. I rewrote and added
some new features to the original package that Robert Spier released for
RT2. My intended audience are people who used RT2 with the
StockAnswers extension or didn’t want to install RTFM (for some strange
reason).

Ideally, I understand that RTFM is extremely feature rich and has better
support for user authorization and integration with RT. I’m just
offering a service for pre-RT3 users.

-K

Todd Chapman wrote:> On Wed, Nov 08, 2006 at 09:04:47AM -0500, Kris Merrill wrote:

StockAnswers for RT is a solution for allowing users to insert
predefined templates into their replies. This might be useful for people
who are looking for an alternative to RTFM.

Just like its original predecessor, it requires client-side JavaScript
to be activated. The rewritten version has a configuration editor
(Admin/Tools/StockAnswersConfiguration.html) and a template editor
(Tools/StockAnswers) that can save and restore backup copies of original
modifications.

Please see the Wiki page at:
Request Tracker Wiki

Cheers!
-K

Kris,

All new extensions for RT are good. I read the documentation
and don’t understand what this accomplishes that RTFM does
not. Please elaborate.

-Todd

Kris Merrill
System Administrator . Harvard-MIT Data Center

8

I’m having a hard time following your installation instructions. Is
${RT_USER} supposed to be the rt user created for the database or is it
supposed to be the user which owns all the files under the rt directory?

I’ve created all the directories and chowned them to the user which owns
the directories/files, restarted httpd and I don’t see anything either
under Tools or Configuration->Tools. What am I looking for?

Mathew Snyder

Kris Merrill wrote:

9

Excellent point - the ${RT_USER} is the user that runs the RT
application. For example, if you use Apache (without suexec), the
files are owned by apache or whatever user that executes httpd. The
template directories and files need to be accessible (read + write) by
the RT application user.

To further assist you, can you tell me which version of RT you are
running, apache setup, etc…? Was the mason cache cleaned out before
restarting RT? Were the files installed under the /local directory of
your RT3 installation?

Regardless whether or not if the Callbacks are working, if
StockAnswers is installed under /local, you should be able to access
the editor under: rt.web.url.com/Tools/StockAnswers/index.html and
the StockAnswers configuration under:
rt.web.url.com/Admin/Tools/StockAnswersConfiguration.html (if logged
in as a SuperUser for the latter).

I’ve only been able to test StockAnswers on a fresh install of RT
3.6.1 and a customized 3.4.2 version. The Callbacks work for 3.6.1,
but may need to be tweaked for earlier versions of RT?

I certainly appreciate the input and I’ll revise the instructions so
they read more clearly.

-Kris

Quoting Mathew Snyder theillien@yahoo.com:

10

Kris,

I am testing this on what is essentially a stock 3.6.1 installation.
The changes are basic such as CSS. Apache 2.2, mod_perl2 and MySQL.

I have copied everything to the /local directory of my RT installation.
I checked var/mason_data/cache and found nothing in there. Also, I’ve
chowned the globals.ph file under local/etc and local/templates to
apache:apache.

One thing I noticed is the README indicates the globals.ph file is
called global.ph while the file itself is globals.ph. Which is correct?

Mathew

Kris Merrill wrote:

11

Kris,

I discovered the reason that I still couldn’t see it in my development
installation is that I had to chmod the directories. Having done this I
now see StockAnswers under Tools. However, I am now receiving an error:

System error
error: Error during compilation of
/usr/local/rt-3.6.1/local/html/Tools/StockAnswers/index.html:
Can’t locate Date/Manip.pm in @INC (@INC contains:
/usr/local/rt-3.6.1/local/lib /usr/local/rt-3.6.1/lib
/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7
/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
/usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7
/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
/usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3
/usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/5.8.8 . /etc/httpd) at
/usr/local/rt-3.6.1/local/html/Tools/StockAnswers/index.html line 15.

Stack:
[/usr/local/rt-3.6.1/local/html/Tools/StockAnswers/index.html:15]
[Date/Manip.pm:15]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:811]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:441]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:238]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:204]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:97]
[/usr/lib/perl5/vendor_perl/5.8.7/Class/Container.pm:275]
[/usr/lib/perl5/vendor_perl/5.8.7/Class/Container.pm:353]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:348]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:869]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:823]
[/usr/local/rt-3.6.1/bin/webmux.pl:123]
[Date/Manip.pm:15]
BEGIN failed–compilation aborted at
/usr/local/rt-3.6.1/local/html/Tools/StockAnswers/index.html line 15.

Stack:
[/usr/local/rt-3.6.1/local/html/Tools/StockAnswers/index.html:15]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:811]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:441]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:238]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:204]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:97]
[/usr/lib/perl5/vendor_perl/5.8.7/Class/Container.pm:275]
[/usr/lib/perl5/vendor_perl/5.8.7/Class/Container.pm:353]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:348]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:869]
[/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:823]
[/usr/local/rt-3.6.1/bin/webmux.pl:123]
[/usr/local/rt-3.6.1/local/html/Tools/StockAnswers/index.html:15]

context:
…
11:

Unfortunately, you do not have access to edit templates.


12: % }
13:
14: <%INIT>
15: use Date::Manip;
16: use StockAnswers;
17:
18: # Determine username
19: my($user ) = $session{CurrentUser}->PrincipalObj;
…
code stack: /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:445
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:238
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:204
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:97
/usr/lib/perl5/vendor_perl/5.8.7/Class/Container.pm:275
/usr/lib/perl5/vendor_perl/5.8.7/Class/Container.pm:353
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:348
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:869
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:823
/usr/local/rt-3.6.1/bin/webmux.pl:123
-e:0

I did a find for Manip.pm but it would appear I don’t have it. Is there
a module I should install for this?

Mathew

Kris Merrill wrote:

12

Disregard all of that. I installed Date::Manip and it solved that problem.

13

Thanks for help.
I have imported database succesfully but now I want to
upgrade my database from 3.4.5 to 3.6.1. So I run the
following script

for action in schema acl insert; do
/usr/sbin/rt-setup-database --dba root --dba-password
mypass --action $action --datadir
etc/rt3/upgrade/3.5.1; done

and getting following result.

##########################3
Creating database schema.
Couldn’t find schema file for mysql
Couldn’t find ACLS for mysql in etc/rt3/upgrade/3.5.1
[Fri Nov 10 13:43:11 2006] [crit]: Can’t locate
etc/rt3/upgrade/3.5.1/content in @INC (…

What should I do now.— Chaim Rieger chaim.rieger@gmail.com wrote:

Its Azfar wrote:

How could I transfer my existing RT database to a
new
RT host.

mysqldump -u mysql_user -p mysql_password rt_db >>
rt.sql
on the original box
mv the file (rt.sql) to the new box
and on the new box
mysql -u mysql_user -h mysql_host -p mysql_passwd
create database rt;
exit
mysql -u mysql_user -h mysql_host -p mysql_passwd rt
< rt_sql
setup apache

congratulate yourself by buying a cup of coffee.

–
eats the blues for breakfast,
does unix for rent,
plays harp for food,
will play the flute for kicks
rides for the freedom

www.up-south.com

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14

I have installed RT 3.6.1 from rpm and now I want to
upgrade RTFM on it. I have previously install RTFM 2.0
on it. I am gettings many error related to missing .pm
files although my RT working perfectly. I searched
these .pm files but I found them no where. What could
be the problem. The rpm I used is was
rt3-3.6.1-3.fc6.noarch.rpm

Any help specialy setting rt paths in RTFM Makefile

Thanks.

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Learn how on Yahoo! Small Business.

15

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf
Of Todd Chapman
Kris,

All new extensions for RT are good. I read the documentation
and don’t understand what this accomplishes that RTFM does
not. Please elaborate.

-Todd

I can’t speak for Kris, but I think there’s definitely a place for a
lighter-weight solution than RTFM for providing a list of commonly used
email messages on the reply screen. I put something rudimentary out myself a
few months back (http://wiki.bestpractical.com/index.cgi?CannedReplies).

I like this one. It is very simple and it works almost perfect on my 3.4.x

I notice the first line of the content section has to be empty for it
to parse the whole content.

Is that normal behavior?

Some folks may find RTFM a little complex just for this simple
functionality.

Steve

Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu

16

Hi Kris,

the link at the wiki is broken:

Download: <
http://people.hmdc.harvard.edu/~kmerrill/projects/StockAnswers/StockAnswers-1.0.tar.gz

From the README (<
http://people.hmdc.harvard.edu/~kmerrill/projects/StockAnswers/README>) :

Both links bring me to a 404.html…2006/11/8, Kris Merrill kmerrill@hmdc.harvard.edu:

StockAnswers for RT is a solution for allowing users to insert
predefined templates into their replies. This might be useful for people
who are looking for an alternative to RTFM.

Just like its original predecessor, it requires client-side JavaScript
to be activated. The rewritten version has a configuration editor
(Admin/Tools/StockAnswersConfiguration.html) and a template editor
(Tools/StockAnswers) that can save and restore backup copies of original
modifications.

Please see the Wiki page at:
Request Tracker Wiki

Cheers!
-K

–
Kris Merrill
System Administrator . Harvard-MIT Data Center
kmerrill@hmdc.harvard.edu

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

MFG

Torsten Brumm

http://www.torsten-brumm.de