Using RT for public open source bug tracking systems

RT Users
1

Hello,

I’m helping set up RT for ‘darcs’, an alternative to CVS about to hit 1.0:

http://www.darcs.net/

I would like the developer mailing list to receive copies of new bug
reports that are submitted. (but the whole group doesn’t need to see all
the follow-ups).

I know RT supports this, but I’ve having trouble configuring it. I’m
interested in suggestions for this, as well as other tips for
configuring RT as a OSS public bug tracking system.

Here’s what I tried:

I created a user for the developer mailing list and made it an AdminCC
of the queue. This seems to make /all/ of the queue traffic get sent to
the list, instead of the initial ticket creation messages.

I tried the wiki docs, but couldn’t get any further.

Thanks for your help!

I’ve been using RT sincd 3.0 as a support ticket system and have found
that’s a great solution for that.

Mark

. . . . . . . . . . . . . . . . . . . . . . . . . . .
Mark Stosberg Principal Developer
mark@summersault.com Summersault, LLC
765-939-9301 ext 202 database driven websites
. . . . . http://www.summersault.com/ . . . . . . . .

2

Hello.
Look at Request Tracker Wiki
There is describe working scheme for public support queue with
caveats&tips&tricks.

If you want to notify particular email about new tickets then it’s very
expensive to spend AdminCc role, try:
http://search.cpan.org/dist/RT-Notify-Group

Mark Stosberg wrote:

3 
  Hello.

Look at Request Tracker Wiki
There is describe working scheme for public support queue with
caveats&tips&tricks.

If you want to notify particular email about new tickets then it’s very
expensive to spend AdminCc role, try:
http://search.cpan.org/dist/RT-Notify-Group

Thanks for the suggestion.

We installed this, and I set up a ‘Scrip’ to use it. Everything seemed
normal and straightforward, but no mail went through.

Are there particular things that are useful to check to debug this case.

This seems like a very useful feature!

Thanks,

Mark

. . . . . . . . . . . . . . . . . . . . . . . . . . .
Mark Stosberg Principal Developer
mark@summersault.com Summersault, LLC
765-939-9301 ext 202 database driven websites
. . . . . http://www.summersault.com/ . . . . . . . .

4

Mark Stosberg wrote:

  Hello.

Look at Request Tracker Wiki
There is describe working scheme for public support queue with
caveats&tips&tricks.

If you want to notify particular email about new tickets then it’s very
expensive to spend AdminCc role, try:
http://search.cpan.org/dist/RT-Notify-Group

Thanks for the suggestion.

We installed this, and I set up a ‘Scrip’ to use it. Everything seemed
normal and straightforward, but no mail went through.
I hope you’ve used ‘rt-notify-group-admin’ command line script? It’s in
/opt/rt3/local/sbin dir.

Are there particular things that are useful to check to debug this case.
RT log. If scrip doen’t work logs should contain something.

5

I would like the developer mailing list to receive copies of new bug
reports that are submitted. (but the whole group doesn’t need to see all
the follow-ups).

Create a template in the bug queue looking something like:

This took 5 minutes to setup and worked perfectly. (Using the
prepackaged perl module solution didn’t).

I was glad I was able to create templates through the web, instead of
using the file system, (which I don’t have access to.)

Mark

To: developer@mailing.list
Subject: {$Ticket->Subject}

{$Transaction->CreatedAsString}: New ticket: {$Ticket->id}.
Transaction: {$Transaction->Description}
Queue: {$Ticket->QueueObj->Name}
Subject: {$Transaction->Subject || $Ticket->Subject || “(No subject given)”}
Owner: {$Ticket->OwnerObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Status: {$Ticket->Status}
Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}

and a scrip:

Condition: On Create
Action: Notify other recepients
Template: name of template above
Stage: TransactionCreate
Custom condition: return 1;
Custom action preparation code: return 1;
Custom action cleanup code: return 1;

-jf
http://mark.stosberg.com/

6

I would like the developer mailing list to receive copies of new bug
reports that are submitted. (but the whole group doesn’t need to see all
the follow-ups).

Create a template in the bug queue looking something like:

{$Transaction->CreatedAsString}: New ticket: {$Ticket->id}.
Transaction: {$Transaction->Description}
Queue: {$Ticket->QueueObj->Name}
Owner: {$Ticket->OwnerObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Status: {$Ticket->Status}
Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}

and a scrip:

Condition: On Create
Action: Notify other recepients
Template: name of template above
Stage: TransactionCreate
Custom condition: return 1;
Custom action preparation code: return 1;
Custom action cleanup code:  return 1;

-jf