Best Practical

RTFM 2.4.0 Announced

Following the release of RT 3.8.1, Best Practical is happy to announce a new version of RTFM.  This version of RTFM is compatible with RT 3.4, 3.6 and 3.8.1 and higher.  It contains a number of integration fixes for 3.8.   

You can download the release from:

http://download.bestpractical.com/pub/rt/release/RTFM-2.4.0.tar.gz
http://download.bestpractical.com/pub/rt/release/RTFM-2.4.0.tar.gz.siz

Please note that RTFM 2.4 is not compatible with RT 3.8.0. If you are using RT 3.8.0, please upgrade to RT 3.8.1.

Updated Translation Templates

• This release includes newly updated translation templates.
• Patches are welcome to fill these in and update the existing translation for future releases.
• There are directions in po/README.

New Features and Changes

•   SelfService users can search for Articles
•   Global Topics
  • Queue specific article lists using Topics
•   Integration with 3.8
•   RTFM UI is now available during Ticket Creation (in 3.8.1 or higher only)

Corrected Bugs

•   Fixed cases where "Refers To" links were not correctly created when using an Article while Replying to Tickets
•   Better error handling in the display and creation of Links
•   Fixed sorting of Topics in the different views of Articles
•   Fixed display of Topics and Articles in the Topic view of the system
•   Many more cleanups

We're excited to be able to bring you the new features and improvements in this version of RTFM. If you need help deploying or upgrading RTFM, please don't hesitate to contact us at sales@bestpractical.com.

RT Training Announcement - November 24, 2008

Due to popular demand, we're holding a second European RT training session in 2008! Come and join us!

2008 RT Fall Training

We provide unparalleled instruction in how to get the most out of RT.   On November 24, we will be offering an intensive one-day developer and administrator training session taught by the developers who built RT. This is the first European training session where we will present new features and changes in RT 3.8.

This comprehensive session will cover:

•     New features in RT 3.8
•     RT's system architecture
•     A guided tour of the RT source code
•     Extension mechanisms you can use to customize RT
•     How to tie RT into your existing authentication infrastructure
•     Building your own tools that talk to the RT backend
•     Automating common procedures
•     Customizing RT's workflow to match your own
•     How to write custom reports based on RT's data

This session will be offered in:

Madrid, Spain on Monday, November 24th, 2008

Register now to reserve your seat!  Space is limited.

Reservations

To reserve your seat, please send mail to training@bestpractical.com with the names and email addresses of all attendees.

Private Training

Additionally, we offer private training sessions for organizations. If you would like to schedule a private training session, please drop us a line at training@bestpractical.com.

Payment Policy

The cost of training is € 695 and includes all necessary materials.
Discounts are available for organizations sending more than one participant and for academic institutions.
Upon receipt of your reservation we will email you an invoice. Hardcopies of your invoices will be given to you at the training session. If your company requires a hardcopy prior to that, please notify us and provide us with the contact and address and we will mail it.

Payment or purchase order must be received on or before the date two weeks prior to the class date. We accept payments by check or wire transfer.

If payment is not received, your seat will be released.  Please note that without a cancellation notification, you will still be responsible for the cost of the training class even if you do not attend.

Cancellation Policy

To cancel your reservation, please send mail to training@bestpractical.com with the names and email addresses of those who wish to cancel.

• For any cancellations received on or before the date two weeks prior to the class date, the entire class fee will be refundable.
• For any cancellations received after the date two weeks prior to the class date, Best Practical will charge a € 150 cancellation fee.
• For any cancellations received 72 hours prior to the start time of the class, the entire fee is non-refundable.

Due to popular demand, we're holding a second European RT training session in 2008! Come and join us!

2008 RT Fall Training

We provide unparalleled instruction in how to get the most out of RT.   On November 24, we will be offering an intensive one-day developer and administrator training session taught by the developers who built RT. This is the first European training session where we will present new features and changes in RT 3.8.

This comprehensive session will cover:

•     New features in RT 3.8
•     RT's system architecture
•     A guided tour of the RT source code
•     Extension mechanisms you can use to customize RT
•     How to tie RT into your existing authentication infrastructure
•     Building your own tools that talk to the RT backend
•     Automating common procedures
•     Customizing RT's workflow to match your own
•     How to write custom reports based on RT's data

This session will be offered in:

Madrid, Spain on Monday, November 24th, 2008

Register now to reserve your seat!  Space is limited.

Reservations

To reserve your seat, please send mail to training@bestpractical.com with the names and email addresses of all attendees.

Private Training

Additionally, we offer private training sessions for organizations. If you would like to schedule a private training session, please drop us a line at training@bestpractical.com.

Payment Policy

The cost of training is € 695 and includes all necessary materials.
Discounts are available for organizations sending more than one participant and for academic institutions.
Upon receipt of your reservation we will email you an invoice. Hardcopies of your invoices will be given to you at the training session. If your company requires a hardcopy prior to that, please notify us and provide us with the contact and address and we will mail it.

Payment or purchase order must be received on or before the date two weeks prior to the class date. We accept payments by check or wire transfer.

If payment is not received, your seat will be released.  Please note that without a cancellation notification, you will still be responsible for the cost of the training class even if you do not attend.

Cancellation Policy

To cancel your reservation, please send mail to training@bestpractical.com with the names and email addresses of those who wish to cancel.

• For any cancellations received on or before the date two weeks prior to the class date, the entire class fee will be refundable.
• For any cancellations received after the date two weeks prior to the class date, Best Practical will charge a € 150 cancellation fee.
• For any cancellations received 72 hours prior to the start time of the class, the entire fee is non-refundable.

3.8.1 now Available!

RT 3.8.1 now available

We're pleased to announce RT 3.8.1, a recommended update to the current RT 3.8 release series.

This update contains several important bugfixes and some minor functionality improvements.

You can download this release from:
http://download.bestpractical.com/pub/rt/release/rt-3.8.1.tar.gz

This release of RT has been digitally signed with PGP. You can download the signature file at:
http://download.bestpractical.com/pub/rt/release/rt-3.8.1.tar.gz.sig

Important changes and updates include:

• [SECURITY] Fixed a potential HTML injection attck via user's properties.
• Better support for installation on Solaris and FreeBSD (non-GNU make).
• Updates to documentation and scripts for upgrading from MySQL 4.0
• Updated upgrade documentation for the new Queue Tag and bookmarks features.
• Multiple bugs in iCal support fixed.
• Backwards compatibility fixes for extensions developed against 3.6

New features include:

• Added support for external links in tabs and targets.
• Addition of a new callback before ticket creation so you can implement custom validation or stop creation for another reason.
• Missing documentation to external authentication configuration variable in bin/rt and make it possible to set it via ENV.
• Merged method in RT::Ticket.

A complete changelog of fixes, documentation changes, translation updates, and tests is below.

Hiveminder is waiting for your call

One of my favorite things about Hiveminder is the number and variety of systems it can talk to. Since we launched, we've wanted a way for you to be able to talk to Hiveminder.

We've just integrated Jott.com with Hiveminder. Jott is the "missing link" service that lets you dictate notes from your mobile phone. You can send email, add items to your calendar, and now you can put items on your Hiveminder todo list.

Wherever you are, whatever you're doing, Hiveminder is now just a phone call away:

1. Call 1-866-JOTT-123
2. Say "Hiveminder"
3. Then say your task. "Take out the garbage tomorrow"

Jott will transcribe your note, send it along to Hiveminder, and we'll create the task for you. You'll be able to listen to a recording of your note, so you don't need to worry about hard to understand words.

If you want, you can give all Jott tasks from your office phone the [work] tag. Just link your Jott account to a specific Hiveminder tasks by email address to automatically set tags, due dates and everything else we support in those [square brackets].

Setting up Hiveminder to work with Jott only takes a moment. Try it out today.