[rt-users] screendumps, searching and editing
I tried RT in the Spring of 2008 and though it did most of what I wanted, there were a couple of features (or lack of them) that made me stop. I have searched this mailing list for an update on these features, but have failed to find a definitive answer. Searchable body Include screen dumps inside request headers and solutions Edit body text Searchable body. I used RT to log customers problem requests, and document the solution. I would include code snippets, error logs etc, and would need to be able to search for these pieces in future call requests. Screen Dumps.I support a complex business application and encourage the users to include a screen dump with a problem request. I would also like to include screen dumps of the solution that were used. Editable body text. I agree with the general principle that each stage of progress should not be changed, however on occasion during providing a solution, you may type a code snippet incorrectly. I need a way of changing incorrect information. Regards, Tim B ___ 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] screendumps, searching and editing
Tim; Tim Bonnell wrote: > > > > Searchable body. I used RT to log customers problem requests, and > document the solution. I would include code snippets, error logs etc, > and would need to be able to search for these pieces in future call > requests. > > You can search for anything in RT, including content searching from within the Query Builder (Tickets link) page. > Screen Dumps.I support a complex business application and encourage > the users to include a screen dump with a problem request. I would > also like to include screen dumps of the solution that were used. > You can upload attachments to tickets , screen dumps will be attachments? or am I missing something. > > > Editable body text. I agree with the general principle that each stage > of progress should not be changed, however on occasion during > providing a solution, you may type a code snippet incorrectly. I need > a way of changing incorrect information. > Considering that most probably updates will be emailed out to individuals, you do not want the ticket text to be different to the email sent , (ie if you do update , update emailed out, you then edit that update , someone later login and view the ticket and notice the update text is different to what they've received) .. in case you want to correct information I would recommend you do another update with the correction (which is a more accurate change control process). Saying that I do remember someone done a plugin/code to allow editing update .. search the mailing list. Regards; Roy ___ 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] screendumps, searching and editing
On Fri, Jan 08, 2010 at 11:42:32AM -, Tim Bonnell wrote: > I tried RT in the Spring of 2008 and though it did most of what I > wanted, there were a couple of features (or lack of them) that made me > stop. I have searched this mailing list for an update on these features, > but have failed to find a definitive answer. > > > > Searchable body > > Include screen dumps inside request headers and solutions > > Edit body text > > > > Searchable body. I used RT to log customers problem requests, and > document the solution. I would include code snippets, error logs etc, > and would need to be able to search for these pieces in future call > requests. > Any text has always been searchable. I would not however recommend doing a full content search if your database is large without full text indexing support. The two backends that currently support it are Oracle and PostgreSQL. Please see the wiki for details on how to set it up. > > > Screen Dumps.I support a complex business application and encourage the > users to include a screen dump with a problem request. I would also like > to include screen dumps of the solution that were used. > > > > Editable body text. I agree with the general principle that each stage > of progress should not be changed, however on occasion during providing > a solution, you may type a code snippet incorrectly. I need a way of > changing incorrect information. > The latest version is the corrected information. History is not malleable/changeable with in RT. You can also add a fixed version. Cheers, Ken ___ 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
