User Manual Query

Hi,

I appear to be spamming the list today :wink:

Page 27 of the manual discusses the difference between Replying and
Commenting, and it says that Replies are visible to the requestor, but not
comments. It then kind of implies that Replies will get emailed to those
interested, as it starts talking about emails; and indeed, RT says
’correspondence sent’ when you submit a reply. Is that the case? (My
installation doesn’t, so I need to look into why it’s not happening!) Or do
I need to delve into the scrips?

Incidentally, I know RT is GPL; what about the associated docs, like the
manual? Is there a procedure for submitting ‘patches’ to the documentation?
(I’ve got a little more to learn about the system before I start doing
that, though :wink:

Many thanks,
Dan

d.fairs@cogtest.com
Daniel Fairs

Page 27 of the manual discusses the difference between Replying and

Commenting, and it says that Replies are visible to the

requestor, but not

comments. It then kind of implies that Replies will get emailed to those

interested, as it starts talking about emails; and indeed, RT says

‘correspondence sent’ when you submit a reply. Is that the case? (My

installation doesn’t, so I need to look into why it’s not

happening!) Or do

I need to delve into the scrips?

Please do not forget that RT tries to be smart, as it does not send email to
the person performing the action. If you overlooked that, it could cost you
a lot of time :slight_smile:

Regards,

Martin

Please do not forget that RT tries to be smart, as it does not send email to

Damn software, smarter than me… :wink:

I’ll just shut up now, then. g

Thanks Martin…
Dan

d.fairs@cogtest.com
Daniel Fairs

Page 27 of the manual discusses the difference between Replying and
Commenting, and it says that Replies are visible to the requestor, but
not comments.

this actually depends on how your permissions are set. usually one
sets like that.

It then kind of implies that Replies will get emailed to
those interested, as it starts talking about emails; and indeed, RT
says ‘correspondence sent’ when you submit a reply. Is that the case?
(My installation doesn’t, so I need to look into why it’s not
happening!) Or do I need to delve into the scrips?

rt doesn’t send mail unless there’s a scrip telling it to. I don’t
remember if the default install includes useful mail sending scrips or
not. It’s been discussed to death on the mailing list. if you do
check, remember to check global and per-queue scrips.

Incidentally, I know RT is GPL; what about the associated docs, like
the manual? Is there a procedure for submitting ‘patches’ to the
documentation? (I’ve got a little more to learn about the system
before I start doing that, though :wink:

I have no idea what license is on the docs. If you have any
suggestions you can send them to rt-doc-workers@lists.fsck.com (though
most of the doc-workers to read rt-users as well)

seph

Hi,

I appear to be spamming the list today :wink:

Page 27 of the manual discusses the difference between Replying and
Commenting, and it says that Replies are visible to the requestor, but not
comments.

This is what to expect from an RT system set up as recommended in the
manual. Alot of this stuff is along the lines of RT 2, where some parts
of the system behavior could not be changed that can be now. So, the
behavior described is what happens if You set up RT 3 as told in the
manual.

It then kind of implies that Replies will get emailed to those
interested, as it starts talking about emails; and indeed, RT says
’correspondence sent’ when you submit a reply. Is that the case? (My
installation doesn’t, so I need to look into why it’s not happening!) Or do
I need to delve into the scrips?

You certainly need to set up those scrips first, they are not enabled by
default, IIRC. Note that You can easily kill the distinction between
correspondence and comment by setting up the right^Wwrong^W scrips in an
unintended way.

Incidentally, I know RT is GPL; what about the associated docs, like the
manual? Is there a procedure for submitting ‘patches’ to the documentation?
(I’ve got a little more to learn about the system before I start doing
that, though :wink:

The documentation currently available is a draft with a restricted
license - You are not even allowed to redistribute it. I think there is
a lost called rt-doc-workers@fsck.com, but I don’t know if it is open or
closed.

Regards,
Harald