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# BEGIN LICENSE BLOCK # # Copyright (c) 2002-2003 Jesse Vincent <firstname.lastname@example.org> # # This program is free software; you can redistribute it and/or modify # it under the terms of version 2 of the GNU General Public License # as published by the Free Software Foundation. # # A copy of that license should have arrived with this # software, but in any event can be snarfed from www.gnu.org. # # This program is distributed in the hope that it will be useful, # but WITHOUT ANY WARRANTY; without even the implied warranty of # MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the # GNU General Public License for more details. # # END LICENSE BLOCK RTFM (The RT FAQ Manager) is a tool for maintaining an organizational knowledgebase. Out of the box, it integrates with RT 3.0 (Also available from bestpractical.com) Best Practical sells support and customization for RT and RTFM. Feel free to contact us at email@example.com if you have any questions about our service offerings. RTFM requires Text::WikiFormat in addition to RT's standartd dependencies. You can install it by executing the command: perl -MCPAN -e'install Text::WikiFormat' Upgrade instructions (From an earlier 2.0.x release): ----------------------------------------------------- 1) Edit RTFM's Makefile to point to your RT 3 instance 2) make sure that mysql or pgsql's commandline tool is in your path 3) Type "make upgrade" 4) stop and start your web server Installation instructions: -------------------------- 1) Install RT 3.0.5 or newer 2) Once RT 3.0 appears to be happily installed, cd into the directory you unpacked RTFM into. 3) Edit RTFM's Makefile to point to your RT 3 instance 4) make sure that mysql or pgsql's commandline tool is in your path 5) Type "make install" 6) stop and start your web server Staff users should be now have a new "RTFM" menu item RT's top level menu. As an administrator, you should go create some "Classes" of articles in RTFM. Classes are equivalent to RT's queues. Unlike RTFM 1.0, RTFM 2.0 doesn't have a single "body" section for each article. Everything is a custom field (except for name, summary and some other basic metadata). So, you need to go create some custom fields. You've got five choices. "SelectSingle" and "SelectMultiple" let you pick one or many choices from a list respectively. "FreeformSingle" and "FreeformMultiple" let you hand-enter one or many lines of text. "TextSingle" or "WikiTextSingle" is what you want for the "Body" of articles. Once you've created your custom fields, go into your classes and click on "Custom Fields" and add the Custom Fields you want to each class. Grant some ACLs to your users and start creating articles. Of course, RTFM integrates with RT. You can extract the body of a ticket into an article. Within RT, you should now see an "Extract to article" button in the upper right hand corner of RT's UI when working with tickets. When you click that button, RTFM will ask you which Class to create your new article in. Once you click on a class name, the Ticket's transactions will be displayed, along with a set of select boxes. For each transaction, you can pick which TextSingle that transaction should be extracted to. From there on in, it's just regular article creation. And the integration doesn't stop there! When replying to or commenting on tickets, there's a new UI widget that lets you search for and include RTFM articles in your reply. (They're editable, of course). You probably want to discuss rtfm on firstname.lastname@example.org at this point. (Send mail to email@example.com to subscribe) Bug reports can be sent to firstname.lastname@example.org. You can look at open bug reports at http://rt3.fsck.com/NoAuth/Buglist.html?q=rtfm Log in as guest/guest to see the content of bug reports Best, Jesse Vincent Best Practical Solutions, LLC