Suggestions on using RT without email features

Hi all,

I am trying to set up RT to be used more like an in-house ticket tracking system (a-la Remedy etc…) without so much tying it into email sending and receiving… what would be the easiest way to (if possible) eliminate most of the email functionality from RT and use it simply as a web-based ticket creation and update device?

I know most of the core functionality of RT is centered around email, but there is simply no purpose for all that extra stuff for me. I just want to be able to create tickets, update them at will, assign them to other RT users if necessary, have users add comments/replies, etc… but no emailing around (if someone needs to get/put info into/from RT here, they’ll just login to the box with their RT account and see the tickets basically).

I saw some stuff about disabling certain Scrips in order to accomplish this, but I’m still very unfamiliar with the way RT works, i’m trying to learn as i go… I got the O’Reily book RT Essentials with me, which is a great asset, but trying to find what i want in it it’s like trying to find a specific passage in a book you’ve never read… you don’t know where to start looking. :frowning:

thanks!

Gabriel Cadieux
Systems Engineer & IT Security Analyst
STI - Secure Technologies International, Inc.
Tel. (613) 830-3131 ext. 304
Cel. (613) 608-4635
Fax. (613) 830-5320
www.securetechnologies.ca

Gabriel,

Navigate thus: Configuration->Global->Scrips. You can either check the 

delete box for each scrip OR you can go into each scrip individually and
change the “Stage” to “disabled”. Either method will stop the emails.
Regardless of privileges (like “Watch”, etc>) if there is no functioning
scrip, there is no email. Hope this helps.

Kenn
LBNLOn 9/23/2008 7:31 AM, Gabriel Cadieux wrote:

Hi all,

I am trying to set up RT to be used more like an in-house ticket tracking system (a-la Remedy etc…) without so much tying it into email sending and receiving… what would be the easiest way to (if possible) eliminate most of the email functionality from RT and use it simply as a web-based ticket creation and update device?

I know most of the core functionality of RT is centered around email, but there is simply no purpose for all that extra stuff for me. I just want to be able to create tickets, update them at will, assign them to other RT users if necessary, have users add comments/replies, etc… but no emailing around (if someone needs to get/put info into/from RT here, they’ll just login to the box with their RT account and see the tickets basically).

I saw some stuff about disabling certain Scrips in order to accomplish this, but I’m still very unfamiliar with the way RT works, i’m trying to learn as i go… I got the O’Reily book RT Essentials with me, which is a great asset, but trying to find what i want in it it’s like trying to find a specific passage in a book you’ve never read… you don’t know where to start looking. :frowning:

thanks!

Gabriel Cadieux
Systems Engineer & IT Security Analyst
STI - Secure Technologies International, Inc.
Tel. (613) 830-3131 ext. 304
Cel. (613) 608-4635
Fax. (613) 830-5320
www.securetechnologies.ca


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