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.

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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.

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RT Training Announcement - October 24, 2008

We're excited about the recent release of RT 3.8.0, and we're excited about the first training session to present new features and changes in 3.8. Come and join us!

2008 RT Fall Training

We provide unparalleled instruction in how to get the most out of RT.   On October 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 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 only be offered in:

San Francisco, CA on Friday, October 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 $995 USD 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 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 $250 USD cancellation fee.
  • For any cancellations received 72 hours prior to the start time of the class, the entire fee is non-refundable.

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Time tracking (beta) with Hiveminder

Today we're releasing time tracking as a new Hiveminder Probeta feature.  (If you read to the end of this post, you can save a few bucks when you sign up for Pro.)

Time tracking in Hiveminder lets you estimate the time left for a task and record when and how long you work on it.  These numbers are useful as a measure of completion and for tracking billable hours.  Once you've started using time tracking, Hiveminder can generate reports that show how well you track time.

Handy stopwatches for each task make it easy to keep track of your time as you work.

Screenshot of the stopwatch for time tracking

Reports per task and for any tasklist provide a way to see how much time is left and who has worked on the task.

Screenshot of time tracking reports

Learn more about how to use time tracking in our online help.

Time tracking is a new feature for us that hasn't seen a lot of usage yet, so we're not sure how it'll work for everyone.  (This is why we're calling it a beta feature.)  We'll be improving and refining it as time goes on and we use it more, but we also want your feedback.  As always, we're very open to all comments and suggestions for improvement.  Let us know using the feedback box on every page what parts of time tracking work for you and what parts don't.

If you decide to sign up for Hiveminder Pro to try out this beta feature in the next month, use the coupon TIMETRACKINGBETA to get 10$ off!

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Shipwright, our new code packaging tool

Like any opensource software shop, we distribute the source code
for our software. How's that for the obvious statement of the decade?

Actually, I can beat it. It's a pain in the neck for end users to
collect and install all of the dependencies for our software.

And now I'm going to one-up myself again.  Customers often build
our software against untested versions of libraries, making debugging
'frustrating.'

RT, our flagship product, depends on 124 separate packages, 114 of
them CPAN libraries. While CPAN has pretty good support for recursively
installing dependencies, it's not perfect and can be time consuming
and confusing for end users. And when it doesn't work right, as can
happen when a module author makes an incompatible change, debugging
requires a wizard.

We've built a new source (and binary) packaging system called
Shipwright.  Shipwright allows you to track all of your package's
dependencies in a version control repository like SVN or SVK as
well as build order and build instructions.

It comes with tools for importing Perl modules, C libraries and
other dependencies from CPAN, upstream version control repositories
and tarballs. When it can discover dependency information (as it
can for Perl modules), Shipwright will automatically import the
current versions of all listed dependencies if the repository doesn't
already contain sufficient versions.

Shipwright can automatically set up build instructions for projects
using autoconf as well as projects using Perl's MakeMaker,
Module::Install and  Module::Build mechanisms. If necessary, you
can customize the build instructions and dependency ordering after
you import a package.

When it's time to ship your project to your end users, all you need
to do is take a snapshot of your Shipwright repository and send it
out. To build your project, an end user just needs to run
"./bin/shipwright-build". If they want to, your users can choose
to skip certain dependencies (if they want to use system versions)
or specify an installation path.  By default, Shipwright builds
fully relocatable binary distributions into a temporary directory
and users can move them into place or copy them to any number of
hosts with the same base system libraries -- Shipwright automatically
wraps all your binaries and scripts so that they can find the
Shipwright versions of their dependencies, no matter where you move
the installed distribution.  Shipwright also comes with sh and tcsh
scripts you can 'source' to add an installed distribution's libraries
to your current environment.

At Best Practical, we've configured most of our Shipwright distributions
to bundle everything above libc. Perl, Subversion and GD are just
some of the packages we distribute as part of these relocatable
builds.  We now have a single-command tool to build, link and install
Subversion, SVK and all their dependencies (including APR, Neon,
Perl and a bunch of others).  With a single command, we downloaded,
extracted, checked in and tested Tatsuhiko Miyagawa's Plagger Feed
Aggregator and all 134 perl modules it depends on. After that, a
single command built a full binary distribution of Plagger, ready
for deployment on any Mac OS X system.

I'm quite proud to release Shipwright 1.0 today. I designed Shipwright
with sunnavy, one of the hackers here at Best Practical.  He's
responsible for almost all of the project's implementation to date,
though we're eager to have additional developers join us going forward.

If you're interested in Shipwright, download 1.0 from
http://search.cpan.org/dist/Shipwright and subscribe to the Shipwright
mailing list by emailing shipwright-subscribe@lists.bestpractical.com

You can always get the latest version of the Shipwright source code
with this command:

svn co svn://svn.bestpractical.com/Shipwright/trunk

You can get a glimpse of Shipwright builds of RT, SVK and Jifty at http://code.bestpractical.com/shipwright/

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RT Spring Training 2008

As the creators of RT, Best Practical Solutions, LLC are theacknowledged leader in RT training. We provide unparalleled instruction in how to get the most out of RT. Best Practical is pleased to offer its training program with an intensive one-day developer and administrator training session taught by the developers who built RT.

This comprehensive session will cover:

  • 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

  • Bulding 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:

  • Boston, MA on Monday, March 24th, 2008
  • Amsterdam, The Netherlands on Monday, April 21st, 2008
  • San Francisco, CA - date will be forthcoming

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.

Register now to reserve your seat! Space is limited.

Reservations

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

We need to receive a check, wire transfer, or purchase order two weeks prior to the class or your seat will be released.

Payment Policy

The cost of the class includes materials. Payment or purchase order must be received two weeks prior to the date of the class.

$995 USD for classes in the U.S. EUR 790 for the class in Amsterdam

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 provide us with the contact and address and we will mail it.

Cancellation Policy

Two weeks prior to the start date of the class - $250 USD / EUR 200 is non-refundable.

72 hours prior to the start time of the class - entire fee is non- refundable.

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What's new and exciting in the world of Best Practical

Things seem to be getting busier and busier here at Best Practical Total World Domination World Headquarters (BPS TWDWHQ). 

We're very close to releasing Hiveminder Pro, an optional upgrade that will get you better reporting, saved task lists, attachments and some other incredibly nifty features we're not quite yet ready to roll out.

As everyone in the blogosphere likely already knows, Apple released Mac OS X 10.5 (Leopard) today. We're particularly excited because of one specific new feature. We've heard rumors that Leopard ships with SVK, our distributed version control system which also works as a super-smart client for your existing Subversion server.

We're nearly ready to make the first 'beta' release of RT 3.8, the next version of our enterprise-strong issue tracking and workflow system. RT 3.8 comes with dozens of new user-visible features, as well as really huge improvements to the testing infrastructure we use to make sure it stays rock-solid.

Oh. and I'd be remiss in my duties as a 'business person' if I forgot to mention that we're running a special on new support contracts.  If you're interested in support for RT or SVK but haven't yet bought a support contract, we're offering discounts of up to 20% on new support contracts if you sign up before the end of the year.   This is a great way to spend any budget surplus you've got kicking around while supporting  future development of RT and SVK (as well as the rest of the stuff we make ;)  Drop us a line at sales@bestpractical.com and we'll get you set up.

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Hackathon this Thursday

Come hang out at our glorious headquarters from ~7pm to ~Midnight thisthursday evening and hack on your favorite project. We'll provide net, music and a bit of food. You should bring something exciting to hack on.

If you want to hack on a BPS project, like Jifty or SVK or our Object Pony, so much the better. But whatever you want to hack on is fair game.

If you need the address or directions, ping me. RSVPs by mail or comment are appreciated.

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A new toy for 2007

I'm pleased to announce the first public release of Doxory, a new tool to help you share the important (and not so important) decisions in your life with your friends. (It lets you run your friends lives.)

We hope you enjoy it: http://doxory.com

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