Using rt with email

RT Users
1

Hi all

First time I’m post a message on this mailing-list.

I’m sysadmin, I’m never use any ticket managing system, (so I never use RT
too).

I’m using/managing Linux/*BSD system during > 10 years, but I’m not a
programmer, that’s mean I’m not perl-guru.

I would like to known if with RT I can :

managing all tickets with email (exclude editing ticket), but
submit a ticket, create a new ticket, close ticket, assign to
someone a ticket, re-assign a ticket.

make some knowlegde database

I have the RT Essential book, and I think everything is possible with RT,
but my question is �everything is possible�…for who ?

Can I do those thing without write many perl scripts ?

Regards.

NB:Sorry for my english
Albert SHIH
SIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Heure local/Local time:
Ven 11 jul 2008 15:07:19 CEST

2

Hi all

Bonjour :wink:

First time I’m post a message on this mailing-list.

I’m sysadmin, I’m never use any ticket managing system, (so I never use RT
too).

I’m using/managing Linux/*BSD system during > 10 years, but I’m not a
programmer, that’s mean I’m not perl-guru.

I would like to known if with RT I can :

managing all tickets with email (exclude editing ticket), but
submit a ticket, create a new ticket, close ticket, assign to
someone a ticket, re-assign a ticket.

submit/create: yes
update: yes
close, assign, …: you can do some of this with extensions like
“Command by email” (see http://wiki.bestpractical.com/view/Extensions).

make some knowlegde database

you can use RTFM (RT Faq Manager http://www.bestpractical.com/rtfm)
along with RT.

I have the RT Essential book, and I think everything is possible with RT,
but my question is �everything is possible�…for who ?

Can I do those thing without write many perl scripts ?

Well you can try out stock RT with a quick install (won’t be too
difficult if you’re a sysadmin) and see how much it fits your needs.

If it fits 90% of your needs, maybe it’s enough. If really there is some
needed things missing (not in existing RT extensions too), then you will
need a bit of perl knowledge to ack RT and see that we can do near to
everything with it :wink:

else, there is companies around that can give you support on RT :wink:

3

Le 11/07/2008 � 15:35:45+0200, Emmanuel Lacour a �crit

Bonjour :wink:

:wink:

submit/create: yes
update: yes
close, assign, …: you can do some of this with extensions like
“Command by email” (see Extensions - Request Tracker Wiki).

Thanks.

make some knowlegde database

you can use RTFM (RT Faq Manager http://www.bestpractical.com/rtfm)
along with RT.

OK. …thanks.

Can I do those thing without write many perl scripts ?

Well you can try out stock RT with a quick install (won’t be too
difficult if you’re a sysadmin) and see how much it fits your needs.

Yes…it’s done…well, I’m using FreeBSD and it’s just two commands :wink:

If it fits 90% of your needs, maybe it’s enough. If really there is some
needed things missing (not in existing RT extensions too), then you will
need a bit of perl knowledge to ack RT and see that we can do near to
everything with it :wink:

OK.

else, there is companies around that can give you support on RT :wink:

Lots of… merci :wink:

Regards.

Albert SHIH
SIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Heure local/Local time:
Ven 11 jul 2008 15:56:10 CEST