Category: Whats New In RT 4

RT 4 adds many options you can put in your etc/RT_SiteConfig.pm totweak the way your RT looks and behaves for your users, as well as how RT works behind the scenes. Some of the new options are also available as individual user preferences by going to the Logged in as … → Settings → Options…

RT is commonly used to manage a lot of data. Unfortunately, prior toRT 4, it didn’t support effective indexing of the content of comments or correspondence. RT 4 makes use of the full-text indexing capabilities of PostgreSQL and Oracle, or the external Sphinx library for MySQL, to efficiently index this content, allowing for high-speed searching…

As a ticket grows long in the tooth, correspondence which quotes the entire history of the conversation can balloon to become extremely large and unwieldy. It can be taxing just to find the new content of incoming email amidst all its history. RT 4.0 makes this more manageable by folding away quoted content during ticket…

We completely revamped the user and group rights editor for RT 4. The new editor features a number of usability improvements: Only the users or user-defined groups with rights granted to them are shown. This means you don’t see every privileged user in the system when you just want to change rights for one. It…

In the past, RT’s requestor, Cc, and other user fields were just plaintext boxes that accepted email addresses or usernames. It was easy to typo an address or misspell a username and end up with not quite the ticket you wanted. Often making matters worse, the Owner field was limited to a dropdown. This worked…

Out of the box, RT supports many custom field types. Beyond the simple “type in a value” and “select a value from this list”, RT’s custom fields can be images, wikitext, multiple attachments, and more. This variety in custom field types goes a long way towards helping organizations achieve the exact workflow they need. In…