Hi
I would like to create a more convenient way to reply and comment on
tickets. At the first step I'm planning to create a link in my ticket
searches which open outlook with appropriate subject tag to the appropriate
email address (i.e. commentAddress of CorrespondAddress of the ticket's
queue).
According what I found in this list, I added the followings to ticket column
map (rt3/share/html/Elements/RT__Ticket/ComumnMap):
QueueCorrespond => {
attribute => 'QueueCorrespond',
title => 'QueueCorrespond id', # loc
value => sub { return $_[0]->QueueObj->CorrespondAddress() }
},
QueueSubjectTag => {
attribute => 'QueueSubjectTag',
title => 'QueueSubjectTag id', # loc
value => sub { return $_[0]->QueueObj->SubjectTag() }
},
So I can have access subject tag and correspond address of each ticket.
the second part is create a hyper link in the search result which link to
something like
mailto:__QueueCorrespond__?Subject=[__QueueSubjectTag__ #__id__]
(so, when a User click on the link, automatically default email clients
would open a new message to correspond address of the queue including
appropriate tag in the Subject)
It seems RT Parser do not let use <a href="mailto: blah blah">CLICK FOR
REPLY</a> in the format part and if the link does not refer to a website, it
will be removed! (may be because of security and cross site scripting?)
I look through the code, but I could not find the exact place which this
overwrite happen. Could anyone give me a advise or solution to put anything
in the results, even javascripts.
P.S. after overcome this issue, I will try to add comment and reply links
inside the ticket displays page. Did anyone do the same before? I think that
for RICH TEXT, using the web-based editor is a bit difficult. Also if a user
wants to email directly to the queue, should aware of subject tag and queue
correspond/comment address. With this method it would be easier to use the
mail clients (i.e. outlook) as an external complementary interface for the
RT.
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