Re: Making RT invisible - changing subject lines

On Thu, 31 Oct 2002, Mike Patterson wrote:

> At this point, as I'm easing our group into the system I willing to live
> with a users reply to a techs comments create a new queue (yes I thought

A lot of the time the contributing inhabitants of the rt-users list are
able to work out what questions people are asking by utilising a mixture
method of personal experience, memory recall and in some cases,
non-intrusive telepathy.

However, all of this assumes that the question has been phrased in a
manner conductive to the above methods.  So, usage of appropriate
terminology is very much appreciated, as people generally don't like
having to ask what seems like basic questions in order to assist others.
Plus using intrusive telepathy on people I don't know gives me a splitting
headache.

So far in your thread, you've asked the following paraphrased questions:

        Where can I find out about the terminology of RT, so I don't
        confuse 'ticket' with 'queue', or a 'User' with a 'Scrip', or
        something else?

                http://www.fsck.com/rtfm/

        Can emails from my tech guys to the ticket requestors be sent
        without the [$rtname #$ticket_number] tags?

                Yes, they can.  The code which sends outgoing email and
                edits the subject can be found in
                [rtlibdir]/RT/Action/SendEmail.pm .  Changing this
                behaviour should be easy, although not recommended,
                assuming a basic knowledge of perl.

        How does RT communicate updates from my tech guys using the web
        interface?

                The Web interface communicates directly with the database
                (well, the RT server does, not the tech-guys web
                browsers).  Email is sent according to the Scrips defined,
                and is not an essential part of RT's operation.

        What are updates from the web considered as?  Comments or
        Correspondence?

                RT defines Comments as 'text entered by your tech guys
                which assists other techs in understanding the problem or
                the customer'.  Comments should never be sent to the
                customer.  Correspondence is defined as being 'text
                entered by either your tech guys or your customer which is
                sent to all parties involved'.  Correspondence gets sent
                to your customers.

                Your tech guys can enter either type of update from the
                Web interface.

        Can I ask questions in a manner which doesn't make people wonder
        what I'm on?

                Certainly.  Most of a usable Users Guide, and RT
                Administrators guide exist within RT/FM:

                        http://www.fsck.com/rtfm/

                The rt-users community is more of for questions that are
                not immediately answered by RT/FM (above).  Asking
                questions which are interesting and are not in RT/FM
                serves to keep people's interest in rt-users alive, as we
                all like an intellectual challenge every now and then.

                Another thing that we deeply appreciate is appropriate
                quoting of your mails.  When replying to mails, try to
                avoid top-posting and insert your comments at the
                appropriate place in the mail.  Items which you are not
                directly addressing can be trimmed off to make for a
                shorter, more concise email.

        Are some people making fun of me on the mailing list?  I can't
        tell when some of them are being serious or not.

                Anyone with an address ending in .au is probably an
                Australian, although there are some others scattered
                around without .au addresses.  These people speak a
                different language and you can never tell if they're
                being serious or not.  We^WThey sometimes put in a ';)'
                symbol as a hint.

Kind regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security

;)


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