Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed?

RT Users
1

Dear list,

we have upgrade our 4.0.0 to the latest 4.2, which includes an article functionality and currently testing it (it’s a clone of our live system).

On our 4.0.0, we had RTFM version 2.0 installed (although we never really used it, nor configured it) and the installation guide says this is not compatible with the auto-upgrade script. I proceeded with the 4.0.0->4.2 upgrade anyway, thinking the RTFM would just be left behind.

However, the Articles section doesn’t quite work (see screenshot with “content” not being editable, which is a clear symptom of us never having configured RTFM for use), so I suspect RTFM files are affecting the functionality.

Is there a quick fix? I don’t mind losing the RTFM 2.0 content to be honest.

Any help would be greatly appreciated.

Kind regards

Giuseppe Sollazzo
Senior System Analyst

Member of the Open Data User Group (Cabinet Office)
Member of the Technical Standards Board (Cabinet Office)?
Member of the Health and Social Care Transparency Panel (Department of Health)

Computing Services
Information Services
St George’s, University of London
Cranmer Terrace
London SW17 0RE

gsollazz@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George’s, University of London is proud to be a Stonewall Diversity Champion: ‘people perform better when they can be themselves’.

[http://www.sgul.ac.uk/images/misc/diversity_logo_with_text.jpg]

2

Hi all,

is there anyone who has had the same issue or has any suggestion?

Or should I remove RTFM from 4.0.0 and then repeat the migration?

Thanks,

Giuseppe

Giuseppe Sollazzo
Senior System Analyst

Member of the Open Data User Group (Cabinet Office)
Member of the Technical Standards Board (Cabinet Office)?
Member of the Health and Social Care Transparency Panel (Department of Health)

Computing Services
Information Services
St George’s, University of London
Cranmer Terrace
London SW17 0RE

gsollazz@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George’s, University of London is proud to be a Stonewall Diversity Champion: ‘people perform better when they can be themselves’.From: rt-users rt-users-bounces@lists.bestpractical.com on behalf of Giuseppe Sollazzo gsollazz@sgul.ac.uk
Sent: 30 April 2015 12:07
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed?

Dear list,

we have upgrade our 4.0.0 to the latest 4.2, which includes an article functionality and currently testing it (it’s a clone of our live system).

On our 4.0.0, we had RTFM version 2.0 installed (although we never really used it, nor configured it) and the installation guide says this is not compatible with the auto-upgrade script. I proceeded with the 4.0.0->4.2 upgrade anyway, thinking the RTFM would just be left behind.

However, the Articles section doesn’t quite work (see screenshot with “content” not being editable, which is a clear symptom of us never having configured RTFM for use), so I suspect RTFM files are affecting the functionality.

Is there a quick fix? I don’t mind losing the RTFM 2.0 content to be honest.

Any help would be greatly appreciated.

Kind regards

Giuseppe Sollazzo
Senior System Analyst

Member of the Open Data User Group (Cabinet Office)
Member of the Technical Standards Board (Cabinet Office)?
Member of the Health and Social Care Transparency Panel (Department of Health)

Computing Services
Information Services
St George’s, University of London
Cranmer Terrace
London SW17 0RE

gsollazz@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George’s, University of London is proud to be a Stonewall Diversity Champion: ‘people perform better when they can be themselves’.

[http://www.sgul.ac.uk/images/misc/diversity_logo_with_text.jpg]

3

Ok, I got it working. The “Content” is actually a custom field that needs to be configured.

It’s reported at Customizing/Articles introduction - RT 5.0.3 Documentation - Best Practical

Can I recommend a link to this is added to the distribution’s README/UPGRADE files?

Thanks,

Giuseppe Sollazzo
Senior System Analyst

Member of the Open Data User Group (Cabinet Office)
Member of the Technical Standards Board (Cabinet Office)?
Member of the Health and Social Care Transparency Panel (Department of Health)

Computing Services
Information Services
St George’s, University of London
Cranmer Terrace
London SW17 0RE

gsollazz@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George’s, University of London is proud to be a Stonewall Diversity Champion: ‘people perform better when they can be themselves’.From: rt-users rt-users-bounces@lists.bestpractical.com on behalf of Giuseppe Sollazzo gsollazz@sgul.ac.uk
Sent: 06 May 2015 09:10
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed?

Hi all,

is there anyone who has had the same issue or has any suggestion?

Or should I remove RTFM from 4.0.0 and then repeat the migration?

Thanks,

Giuseppe

Giuseppe Sollazzo
Senior System Analyst

Member of the Open Data User Group (Cabinet Office)
Member of the Technical Standards Board (Cabinet Office)?
Member of the Health and Social Care Transparency Panel (Department of Health)

Computing Services
Information Services
St George’s, University of London
Cranmer Terrace
London SW17 0RE

gsollazz@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George’s, University of London is proud to be a Stonewall Diversity Champion: ‘people perform better when they can be themselves’.

From: rt-users rt-users-bounces@lists.bestpractical.com on behalf of Giuseppe Sollazzo gsollazz@sgul.ac.uk
Sent: 30 April 2015 12:07
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed?

Dear list,

we have upgrade our 4.0.0 to the latest 4.2, which includes an article functionality and currently testing it (it’s a clone of our live system).

On our 4.0.0, we had RTFM version 2.0 installed (although we never really used it, nor configured it) and the installation guide says this is not compatible with the auto-upgrade script. I proceeded with the 4.0.0->4.2 upgrade anyway, thinking the RTFM would just be left behind.

However, the Articles section doesn’t quite work (see screenshot with “content” not being editable, which is a clear symptom of us never having configured RTFM for use), so I suspect RTFM files are affecting the functionality.

Is there a quick fix? I don’t mind losing the RTFM 2.0 content to be honest.

Any help would be greatly appreciated.

Kind regards

Giuseppe Sollazzo
Senior System Analyst

Member of the Open Data User Group (Cabinet Office)
Member of the Technical Standards Board (Cabinet Office)?
Member of the Health and Social Care Transparency Panel (Department of Health)

Computing Services
Information Services
St George’s, University of London
Cranmer Terrace
London SW17 0RE

gsollazz@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George’s, University of London is proud to be a Stonewall Diversity Champion: ‘people perform better when they can be themselves’.

[http://www.sgul.ac.uk/images/misc/diversity_logo_with_text.jpg]

4

Ok, I got it working. The “Content” is actually a custom field that
needs to be configured.

It’s reported at
Customizing/Articles introduction - RT 5.0.5 Documentation - Best Practical

Can I recommend a link to this is added to the distribution’s
README/UPGRADE files?

Hi, thanks for the suggestion. Can you be more specific as to where
you’d like to see the link? Perhaps a diff?

I didn’t reply to your initial question because I was a bit confused as
to how you got in to the situation you did. You said you were upgrading
from 4.0 with RTFM, but starting with 4.0, articles were built in - you
wouldn’t install RTFM on a 4.0 system:

https://www.bestpractical.com/rtfm/

RTFM has now reached end-of-life. However, as of RT 4.0.0, RTFM’s
functionality was integrated into RT itself as Articles.

docs/UPGRADING-4.0 has the details for upgrading from RTFM to articles,
but that wouldn’t have normally applied to you because RTFM isn’t
compatible with 4.0+

5

Hi Todd,
thanks for the reply:

Can I recommend a link to this is added to the distribution’s
README/UPGRADE files?

Hi, thanks for the suggestion. Can you be more specific as to where
you’d like to see the link? Perhaps a diff?

Ah, no I mean: as Articles are a built-in functionality, but this doesn’t work “out of the box” - as in: unless custom fields are properly configured - it would be good to have in the README a section for Articles, simply stating “to configure the Articles functionality please follow the instructions at Customizing/Articles introduction - RT 5.0.5 Documentation - Best Practical”.
As Articles require a somewhat different list of configuration tasks than other features, I think having this in the README would prevent headaches. Looking at the forums, it seems not to be a rare occurrence.

I didn’t reply to your initial question because I was a bit confused as
to how you got in to the situation you did. You said you were upgrading
from 4.0 with RTFM, but starting with 4.0, articles were built in - you
wouldn’t install RTFM on a 4.0 system:

Yes, I’m sorry about that indeed! I got really confused about what the lack of an “editable content field” meant. Looking on the forums, it was suggested that this depended by a number of missed configurations in RTFM and I suspected our move from 3.8 to 4 had “carried over” databases. I know it doesn’t make any sense - I’ve now found our RT system history and realised what was going on.

docs/UPGRADING-4.0 has the details for upgrading from RTFM to articles,
but that wouldn’t have normally applied to you because RTFM isn’t
compatible with 4.0+

Correct - and this is actually quite good.
Going back to my first point, though, this makes it evident that the distribution contains info about how to move from RTFM to Articles, but no pointers on how to setup Articles in the first place. If this could be amended, it would be great, and as I say just a link in the README would suffice.

Thanks,
Giuseppe

Giuseppe Sollazzo
Senior System Analyst

Member of the Open Data User Group (Cabinet Office)
Member of the Technical Standards Board (Cabinet Office)​
Member of the Health and Social Care Transparency Panel (Department of Health)

Computing Services
Information Services
St George’s, University of London
Cranmer Terrace
London SW17 0RE

gsollazz@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George’s, University of London is proud to be a Stonewall Diversity Champion: ‘people perform better when they can be themselves’.From: rt-users rt-users-bounces@lists.bestpractical.com on behalf of Todd Wade todd@bestpractical.com
Sent: 21 May 2015 14:30
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed?

Ok, I got it working. The “Content” is actually a custom field that
needs to be configured.

It’s reported at
Customizing/Articles introduction - RT 5.0.5 Documentation - Best Practical

Can I recommend a link to this is added to the distribution’s
README/UPGRADE files?

Hi, thanks for the suggestion. Can you be more specific as to where
you’d like to see the link? Perhaps a diff?

I didn’t reply to your initial question because I was a bit confused as
to how you got in to the situation you did. You said you were upgrading
from 4.0 with RTFM, but starting with 4.0, articles were built in - you
wouldn’t install RTFM on a 4.0 system:

https://www.bestpractical.com/rtfm/

RTFM has now reached end-of-life. However, as of RT 4.0.0, RTFM’s
functionality was integrated into RT itself as Articles.

docs/UPGRADING-4.0 has the details for upgrading from RTFM to articles,
but that wouldn’t have normally applied to you because RTFM isn’t
compatible with 4.0+