Re: [rt-users] RT with forms and workflow?
On Fri 25.Sep'09 at 7:08:24 +0200, Lorens Kockum wrote: On Wed, Sep 23, 2009 at 05:19:51AM +0900, Jesse Vincent wrote: Sorry if haven't been keeping up with the technology, but to me RT didn't support forms, in the sense custom fields mixed with text and laid out on a page. Has that changed? Searching for form on http://bestpractical.com/rt/features.html certainly doesn't give that impression. The features list on the corporate website is...not exactly exhaustive. Know any good marketing people who work cheap? ;) Sure I do. Good, cheap, or available . . . pick any two. Without going into marketing docs, I'd feel more confident in spending time installing a new version of RT if I could first find some technical documentation explaining how to set up such forms; I have been singularly unable to find any such thing. svn://svn.bestpractical.com/RT-FormTools is the toolset we use for doing such things for customers. Best, Jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT with forms and workflow?
On Wed, Sep 23, 2009 at 05:19:51AM +0900, Jesse Vincent wrote: Sorry if haven't been keeping up with the technology, but to me RT didn't support forms, in the sense custom fields mixed with text and laid out on a page. Has that changed? Searching for form on http://bestpractical.com/rt/features.html certainly doesn't give that impression. The features list on the corporate website is...not exactly exhaustive. Know any good marketing people who work cheap? ;) Sure I do. Good, cheap, or available . . . pick any two. Without going into marketing docs, I'd feel more confident in spending time installing a new version of RT if I could first find some technical documentation explaining how to set up such forms; I have been singularly unable to find any such thing. -- Lorens ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT with forms and workflow?
While I'm waiting (it certainly doesn't sound as if RT4 is coming for Christmas 2009), it seems to me from your message that today, admins can create forms and views using their keyboard? Sorry if haven't been keeping up with the technology, but to me RT didn't support forms, in the sense custom fields mixed with text and laid out on a page. Has that changed? Searching for form on http://bestpractical.com/rt/features.html certainly doesn't give that impression. The features list on the corporate website is...not exactly exhaustive. Know any good marketing people who work cheap? ;) pgpgrqgRfg3I1.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT with forms and workflow?
On Thu, Sep 17, 2009 at 01:26:27PM -0400, Jesse Vincent wrote: I'm looking for something where one can *easily* create a workflow [3 weeks late, I know] Better late than never, especially as it's you. I've continued to monitor in the hopes of getting a reply. This is a MAJOR goal for the RT4 series. [...] trusted users can create their own forms and views using only their mouse. Sounds exactly like what I'm looking for. While I'm waiting (it certainly doesn't sound as if RT4 is coming for Christmas 2009), it seems to me from your message that today, admins can create forms and views using their keyboard? Sorry if haven't been keeping up with the technology, but to me RT didn't support forms, in the sense custom fields mixed with text and laid out on a page. Has that changed? Searching for form on http://bestpractical.com/rt/features.html certainly doesn't give that impression. -- Lorens ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT with forms and workflow?
Today I have an additional need, a need for heavily checked web forms with workflow, with absolutely minimal effort required to create a (simple) form and associated workflow. It's easy to imagine a web interface with drop-down boxes (filled from LDAP) that creates a ticket, but I'm looking for something where one can *easily* create a workflow [3 weeks late, I know] This is a MAJOR goal for the RT4 series. We're starting out by replacing RT's scrips system with a new, much safer for end users, rules engine with a GUI builder. From there, we'll be able to extend things downward toward end-user space. It's my hope that that technology, combined with the rework of the internals in Jifty will get us ever closer to the day when trusted users can create their own forms and views using only their mouse. Best, Jesse signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT with forms and workflow?
Hi, I've installed RT several times over the years (starting at 1.0.7) to fill the need requester sends an e-mail to create a ticket, helpdesk handles it. Today I have an additional need, a need for heavily checked web forms with workflow, with absolutely minimal effort required to create a (simple) form and associated workflow. It's easy to imagine a web interface with drop-down boxes (filled from LDAP) that creates a ticket, but I'm looking for something where one can *easily* create a workflow : the ticket owner sees the custom fields filled in by the requestor, has more fields to fill in that are not available or even visible to the original requestor (then or later !), and has only to fill them in and click OK to send off the ticket to the next person/queue on the workflow. That could be a sub-queue or more likely a custom status, that could be set only on a ticket with the specific fields filled, only set by a person with a specific authorization . . . I've spent some time trying to find information on RT used in this way. I've found http://wiki.bestpractical.com/view/WorkFlow and http://www.nabble.com/Create-standard-request-forms-with-RT-td22001993.html but while in combination it would seem that what I need is possible, I get the impression that it all boils down to writing a lot of perl even for a very simple workflow, and I can't say I found a lot of examples. Is this kind of use of RT something usual, something supported? Is there more documentation than what I have found? If not, what do people use? -- Lorens ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
