Hi Community,
We are using RT 3.8.7 with MySQL running on Ubuntu 10. We have got some challenges as following: -A requester send email to RT (some sent to RT's mailbox, some CC RT's mailbox) and requester copy a lot of email addresses in that email message. So what happen is, few user in those CC list reply requester's email and CC RT's mailbox. RT then create another new ticket for that. How to overcome that one? How to setup RT to add those emails in the CC list sent by requester automatically to CC Type in ticket's people field so when we reply from RT the message will CC those email addresses CC by requester? -How to reply RT ticket as convinience as MS Outlook? The current version just give us some sort of plain text email response environment. -How to setup a web base chat, VoIP or other communication tool and that put chat log into RT ticket directly? -Is there any document that can help us migrate our RT to RT 4 in a timely manner? This is sample version of our RT_SiteConfig.pm: +++++ # dynamically find out the current timezone my $zone = "UTC"; $zone=`/bin/cat /etc/timezone` if -f "/etc/timezone"; chomp $zone; Set($Timezone, $zone); # end /etc/request-tracker3.8/RT_SiteConfig.d/40-timezone # start /etc/request-tracker3.8/RT_SiteConfig.d/50-debconf # THE BASICS: Set($rtname, 'SR'); Set($Organization, 'mydomain.com'); Set($CorrespondAddress , '[email protected]'); Set($CommentAddress , '[email protected]'); Set($OverrideOutgoingMailFrom, { 'General' => '[email protected]', }); Set($MaxAttachmentSize, 10000000); Set($FriendlyFromLineFormat, "support"); # This will disable rich text -> Set($MessageBoxRichText, 0); Set(@Plugins, qw(RT::FM RT::Extension::SLA)); Set($LogToFile, 'debug'); #Set amk logo #Set($WebBaseURL, "http://www.mydomain.com/images/Logowithslogan.png";); #Set Business Hours Set( %ServiceBusinessHours, 'work' => { 0 => {Name => 'Sunday',Start =>undef, End =>undef }, 1 => {Name => 'Monday',Start => '07:30', End => '17:30' }, 2 => {Name => 'Tuesday',Start => '7:30', End => '17:30' }, 3 => {Name => 'Wednesday',Start => '7:30', End => '17:30' }, 4 => {Name => 'Thursday',Start => '7:30', End => '17:30' }, 5 => {Name => 'Friday',Start => '7:30', End => '17:30' }, 6 => {Name => 'Saturday',Start =>undef, End =>undef }, # holidays => [qw(12-06)], 'holidays' => [qw(2011-01-01 2011-01-02 2011-01-03 2011-01-07 2011-02-18 2011-03-8 2011-04-14 2011-04-15 2011-04-16 2011-04-17 2011-04-18 2011-05-01 2011-05-02 2011-05-13 2011-05-14 2011-05-15 2011-05-16 2011-05-17 2011-05-21 2011-05-22 2011-05-23 2011-06-1 2011-06-18 2011-06-18 2011-06-19 2011-06-20 2011-09-24 2011-09-25 2011-09-26 2011-09-27 2011-09-28 2011-10-29 2011-10-30 2011-10-31 2011-11-09 2011-11-10 2011-11-11 2011-12-10 2011-12-11 2011-12-12)], }, ); #RT::Extension::SLA Config Set( %ServiceAgreements, Default => 'sev4', QueueDefault => { 'General' => 'sev4', }, Levels => { 'sev1' => { StartImmediately => 1, Response => { RealMinutes => 60*0.5 }, Resolve => { RealMinutes => 60*4 } }, 'sev2' => { StartImmediately => 1, Response => { RealMinutes => 60*0.5 }, Resolve => { RealMinutes => 60*12 } }, 'sev3' => { BusinessHours => 'work', OutOfHours => { Resolve => { RealMinutes => +60*28 } }, Response => { BusinessMinutes => 60*4 }, Resolve => { BusinessMinutes => 60*28 } }, 'sev4' => { BusinessHours => 'work', OutOfHours => { Resolve => { RealMinutes => +60*52 } }, Response => { BusinessMinutes => 60*8 }, Resolve => { BusinessMinutes => 60*52 } }, }, ); # THE WEBSERVER: Set($WebPath , "/rt"); Set($WebBaseURL , "http://support.mydomain.com";); # map from dbconfig-common database types to their names as known by RT my %typemap = ( mysql => 'mysql', pgsql => 'Pg', sqlite3 => 'SQLite', ); Set($DatabaseType, $typemap{mysql} || "UNKNOWN"); Set($DatabaseHost, 'localhost'); Set($DatabasePort, ''); Set($DatabaseUser , 'rtuser'); Set($DatabasePassword , 'samplepwd'); # SQLite needs a special case, since $DatabaseName must be a full pathname my $dbc_dbname = 'rtdb'; if ( "mysql" eq "sqlite3" ) { Set ($DatabaseName, '' . '/' . $dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); } # end /etc/request-tracker3.8/RT_SiteConfig.d/51-dbconfig-common 1; +++++ Regards/Rithy
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![http://www.mydomain.com/images/Logowithslogan.png"](http://www.mydomain.com/images/Logowithslogan.png"){kind=link}