[rt-users] [Rt-announce] An update on RT 4.0
A good long time ago, I announced that we'd begun work on a massive re-engineering effort to update and improve RT, replacing large parts of the internals with a new web framework, overhauling the UI and numerous subsystems inside the RT core. I told you that we'd be releasing this as RT 4 as quickly as we could, though it was a pretty serious development effort. While we were always circumspect about release dates, I hinted to a few of you that you might see RT 4 in early 2008. If you've ever come to one of our public RT developer/administrator training classes, you'll have heard me warn you never to trust a vendor when they promise a release date, even if that vendor is me. ** If you haven't ever come to one of our public training sessions, ** ** we're running one in Washington DC on October 25th and 26th. ** ** You can find out more at http://bestpractical.com/training** It should go without saying that we missed our original early-2008 target date. As we worked, we discovered just how much bigger the project was than we'd originally intended. At the same time, the RT 4 codebase was different enough that users would probably have to completely rewrite their local customizations and changes. We've put a number of engineer-years into RT 3.999. It's been difficult to accept, but over the past six months we've come to the conclusion that the RT 3.999 codebase isn't going to be the next step in RT's evolution. That's the bad news. There's some good news, too. Since we first branched RT 4 development in late 2007 (before we released RT 3.8), we've remained committed to RT 3. RT 3.8 has seen almost 2000 commits and approximately 250,000 lines of changes. Those changes run the gamut from bug fixes to security improvements and major new features. Over the past four months, we've been hard at work on RT 3.9, a new development branch based on RT 3.8. Many of the features we've been working on in RT 3.9 are driven by a generous and supportive customer, but we've also been able to backport a number of features from our original RT 4 effort. As of today, some of the bigger features you can find in RT 3.9 are: * A new access-control editing UI * Performance improvements * Date custom fields * Timestamp custom fields * IP Address custom fields * IP Address Range custom fields * A new ticket lifecycle state engine * A mobile-optimized web interface * Browser-based theme and logo customization We expect fast full-text searching on Postgres and Oracle, as well some other cool features, to land in RT 3.9 within the next few weeks. Later today, we will release RT 3.9.4, the first beta version on the new road to RT 4.0.0. This is a DEVELOPMENT SNAPSHOT and not intended for production deployment. It should be possible to upgrade your test databases from RT 3.8.8 to RT 3.9.4. If you run into trouble, please report it to rt-de...@lists.bestpractical.com. ** Sign up for the last RT admin/developer training of 2010!** ** Join us October 25 and 26th in Washington, DC. ** ** In addition to the regular technical content, I'll be talking** ** about RT's future and showing you how to get started with RT 4. ** ** You can find out more at http://bestpractical.com/training ** Before you do anything with RT 3.9, you should _definitely_ read the UPGRADING document, as it describes some fairly substantial changes. We're not yet promising that the APIs in 3.9 are stable or that we've documented every problem and upgrade headache. That said, we do want to hear about what you like (and what you don't). Again, rt-de...@lists.bestpractical.com is the right place to report such things. You'll have RT 4.0.0RC1 by December 25, 2010[1]. Best, Jesse Vincent Best Practical [1] RC means Release Candidate -- It's important to note that I haven't promised a release date for RT 4.0.0. You just can't trust vendors who do that. signature.asc Description: Digital signature ___ RT-Announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Asset Tracker Page cannot be found error
When I click configuration and Asset Types as root, I have the following error message The page you requested could not be found Please check the URL and try again. I am sure that is the location to create an Asset Type and also its properties. Please help. Everything else works fine RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] SMTP for email
Hi Folks, Is there any way we could use our external qmail server to handle RT outgoing emails, instead of the default internal sendmailpipe? If so, setup details will be appreciated. We are on RT 3.6.10. Many Thanks! Seb. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] [Rt-announce] RTIR 2.6.0 release candidate 1
I'm pleased to announce that the first release candidate for RTIR 2.6.0 is now available for download. The major change in RTIR 2.6 is improved control of custom fields in RTIR. In earlier releases, all of RTIR's custom fields were prefixed with '_RTIR_'. RTIR 2.6 continues our work to move RTIR to using standard RT APIs and extension mechanisms. It's now easier than ever to add and remove fields in RTIR with fewer side effects and less custom code. This upgrade is NOT fully automated. It's very important that you validate all custom code stored in RT's database. You can read more about the upgrade procedure in the UPGRADING document included in the distribution. If you already have a support contract for your RTIR instance or are interested in picking one up, Best Practical can make staff available to help you plan your upgrade. RTIR 2.6 is intended for use with RT 3.8. Information on other changes in RTIR 2.6.0RC1 is below. http://download.bestpractical.com/pub/rt/devel/RT-IR-2.6.0rc1.tar.gz http://download.bestpractical.com/pub/rt/devel/RT-IR-2.6.0rc1.tar.gz.sig SHA: 0e832292326abf129690af6f9a39c6d070d6e95a RT-IR-2.6.0rc1.tar.gz 189cab91270c41b0bcf3b7c380b6d779e004ca38 RT-IR-2.6.0rc1.tar.gz.sig Best, Jesse Changes: * INCOMPATIBLE: prefix '_RTIR_' has been deleted from all custom fields in RTIR. See UPGRADING for upgrade instructions. * INCOMPATIBLE: New option %RTIR_CustomFieldDefaults that replaces several $RTIR_*_default options that were there before, don't forget to update config. * almost all default Custom Fields of RTIR now can be disabled or un-applied. Read more in Administration Tutorial. * IP CF can be changed to single value * On create with linking (a new child from an incident or a new incident from a child) use default values for custom fields from linked object * allow to use any custom field for lookup, not only IP, no UI at the moment, but can be used via arguments of a URL in clicky actions or linked CFs * switch SimpleSearch over to the buttonless version * RTIR's SimpleSearch searches by IP in all queues if query is an IP only * we have search in any RTIR's queue, so we need default search format, new entry in $RTIRSearchResultFormats config option * switched over RT's style for RTIR's query builder * RT::IR-OurQueue(...) method * RT::IR-CustomFields(...) method * refactored test suite for re-use in RTIR's extensions * better described Incident input field on Create pages signature.asc Description: Digital signature ___ RT-Announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] [Rt-announce] RT 3.9.4 - first development release leading to RT 4.0.0
It gives me great pleasure to release RT 3.9.4, the first development snapshot leading up to the eventual release of RT 4.0.0. This snapshot is immediately available from: http://download.bestpractical.com/pub/rt/devel/ a0a6fcaaf07d1496c2b28a82a4e760bdbd6b5b26 rt-3.9.4.tar.gz d8dd8fafb3330bfa2bf598ddccf7de8b550c506c rt-3.9.4.tar.gz.sig Over the past four months, we've been hard at work on RT 3.9, a new development branch based on RT 3.8. Many of the features we've been working on in RT 3.9 are driven by a generous and supportive customer, but we've also been able to backport a number of features from our original RT 4 effort. As of today, some of the bigger features you can find in RT 3.9 are: * A new access-control editing UI * Performance improvements * Date custom fields * Timestamp custom fields * IP Address custom fields * IP Address Range custom fields * A new ticket lifecycle state engine * A mobile-optimized web interface * Browser-based theme and logo customization We expect fast full-text searching on Postgres and Oracle, as well some other cool features, to land in RT 3.9 within the next few weeks. Later today, we will release RT 3.9.4, the first beta version on the new road to RT 4.0.0. This is a DEVELOPMENT SNAPSHOT and not intended for production deployment. It should be possible to upgrade your test databases from RT 3.8.8 to RT 3.9.4. If you run into trouble, please report it to rt-de...@lists.bestpractical.com. This release is not considered to be production-ready and you should not run it in production. Before you do anything with RT 3.9, you should _definitely_ read the UPGRADING document, as it describes some fairly substantial changes. We're not yet promising that the APIs or schema in 3.9 are stable or that we've documented every problem and upgrade headache. That said, we do want to hear about what you like (and what you don't). Again, rt-de...@lists.bestpractical.com is the right place to report such things. Best, Jesse Vincent Best Practical signature.asc Description: Digital signature ___ RT-Announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Embed Survey in Template?
I currently include a link to a 4 question Customer Satisfaction survey at the end of each Helpdesk request that is resolved. Is it possible (instead of sending a link to the survey), that I embed the survey itself in the email? It's a web based survey and I'd probably get more results if it was right there in their email! -Steve RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
