Use RTFM as Canned Replies

RT Users
1

Hi All -

I’m looking to use RTFM for Canned Replies. I’ve already gotten it
installed and working, but I’d like to tweak it a bit.

First, how can I rename RTFM to FAQ (or even Canned replies). My supervisor
isn’t a big fan of RTFM (yes, we all know it stands for RT FAQ Manager, but
others may know it as Read The F____ing Manual!). I’ve attempted to follow
this: RenameRTFM - Request Tracker Wiki but have had no luck.

Also, how can I disallow an unprivileged user to search for articles –
since I don’t want to use it for articles, I’m looking to use it for canned
responses!

Thanks for any help!

Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu

2

First, how can I rename RTFM to FAQ (or even Canned replies). My supervisor isn’t a big fan of

Using a custom .po file is probably easiest.

Also, how can I disallow an unprivileged user to search for articles – since I don’t want to
use it for articles, I’m looking to use it for canned responses!

Don’t grant Unprivileged ShowArticle globally

-kevin

3

Thanks Kevin -

Could you maybe give me a little detail on the custom .po file. I did find
this link (http://wiki.bestpractical.com/view/RenameRTFM) on the wiki – but
wasn’t sure how to implement it. So…I just went to
/opt/rt3/local/plugins/RT-FM/po and went in every .po file and replaced RTFM
with FAQ – but that didn’t seem to work. I still see RTFM on the left hand
side bar.

I did figure out the permissions thing already – I found RTFM had its own
set of permissions.

Thanks again!
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.eduOn Tue, Oct 26, 2010 at 6:03 PM, Kevin Falcone falcone@bestpractical.comwrote:

On Fri, Oct 22, 2010 at 09:55:30AM -0500, Max McGrath wrote:

First, how can I rename RTFM to FAQ (or even Canned replies). My
supervisor isn’t a big fan of

Using a custom .po file is probably easiest.

Also, how can I disallow an unprivileged user to search for articles
– since I don’t want to
use it for articles, I’m looking to use it for canned responses!

Don’t grant Unprivileged ShowArticle globally

-kevin

4

Personally, I patched the code to do it (not too easy as it is spread
throughout the extensions codebase…) I can try to generate a diff if
you¹d like in the next day or two…On 26/10/10 4:09 PM, “Max McGrath” mmcgrath@carthage.edu wrote:

Thanks Kevin -

Could you maybe give me a little detail on the custom .po file. I did find
this link (http://wiki.bestpractical.com/view/RenameRTFM) on the wiki – but
wasn’t sure how to implement it. So…I just went to
/opt/rt3/local/plugins/RT-FM/po and went in every .po file and replaced RTFM
with FAQ – but that didn’t seem to work. I still see RTFM on the left hand
side bar.

I did figure out the permissions thing already – I found RTFM had its own set
of permissions.

Thanks again!

Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu

On Tue, Oct 26, 2010 at 6:03 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Fri, Oct 22, 2010 at 09:55:30AM -0500, Max McGrath wrote:

First, how can I rename RTFM to FAQ (or even Canned replies). My
supervisor isn’t a big fan of

Using a custom .po file is probably easiest.

Also, how can I disallow an unprivileged user to search for articles –
since I don’t want to
use it for articles, I’m looking to use it for canned responses!

Don’t grant Unprivileged ShowArticle globally

-kevin

Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell: (650) 704-6633
Office: (408) 240-1239

5

Hi Gary -

I’d be interested only if it didn’t take more than 30 minutes of your time.
It’s not a big thing – just something I started looking into and would
implement if it were easy to do.
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.eduOn Tue, Oct 26, 2010 at 6:16 PM, Gary Greene ggreene@minervanetworks.comwrote:

Personally, I patched the code to do it (not too easy as it is spread
throughout the extensions codebase…) I can try to generate a diff if
you’d like in the next day or two…

On 26/10/10 4:09 PM, “Max McGrath” mmcgrath@carthage.edu wrote:

Thanks Kevin -

Could you maybe give me a little detail on the custom .po file. I did find
this link (http://wiki.bestpractical.com/view/RenameRTFM) on the wiki –
but wasn’t sure how to implement it. So…I just went to
/opt/rt3/local/plugins/RT-FM/po and went in every .po file and replaced RTFM
with FAQ – but that didn’t seem to work. I still see RTFM on the left hand
side bar.

I did figure out the permissions thing already – I found RTFM had its own
set of permissions.

Thanks again!

Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu

On Tue, Oct 26, 2010 at 6:03 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Fri, Oct 22, 2010 at 09:55:30AM -0500, Max McGrath wrote:

First, how can I rename RTFM to FAQ (or even Canned replies). My
supervisor isn’t a big fan of

Using a custom .po file is probably easiest.

Also, how can I disallow an unprivileged user to search for articles
– since I don’t want to
use it for articles, I’m looking to use it for canned responses!

Don’t grant Unprivileged ShowArticle globally

-kevin

–
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell: (650) 704-6633
Office: (408) 240-1239

6

A custom localization (.po) is a lot cleaner, and not hard.

Copy po/rtfm.po to po/en.po (to create an English localization) and then
run the script on it from RenameRTFM - Request Tracker Wiki.
Make sure the modified output gets moved to po/en.po and then restart RT.

ThomasOn 26 Oct 2010 19:16, Gary Greene wrote:

Personally, I patched the code to do it (not too easy as it is spread
throughout the extensions codebase…) I can try to generate a diff if
you’d like in the next day or two…

On 26/10/10 4:09 PM, “Max McGrath” mmcgrath@carthage.edu wrote:

Thanks Kevin -

Could you maybe give me a little detail on the custom .po file.  I
did find this link (http://wiki.bestpractical.com/view/RenameRTFM)
on the wiki -- but wasn't sure how to implement it.   So...I just
went to /opt/rt3/local/plugins/RT-FM/po and went in every .po file
and replaced RTFM with FAQ -- but that didn't seem to work.  I still
see RTFM on the left hand side bar.

I did figure out the permissions thing already -- I found RTFM had
its own set of permissions.

Thanks again!
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu


On Tue, Oct 26, 2010 at 6:03 PM, Kevin Falcone <falcone@bestpractical.com> wrote:

    On Fri, Oct 22, 2010 at 09:55:30AM -0500, Max McGrath wrote:
    >    First, how can I rename RTFM to FAQ (or even Canned
    replies). My supervisor isn't a big fan of

    Using a custom .po file is probably easiest.

    >    Also, how can I disallow an unprivileged user to search for
    articles -- since I don't want to
    >    use it for articles, I'm looking to use it for canned responses!

    Don't grant Unprivileged ShowArticle globally

    -kevin

–
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell: (650) 704-6633
Office: (408) 240-1239