On Thu, Feb 03, 2011 at 12:38:41PM -0600, Chris Barnes wrote: > On the dashboard (is that it - the "home"?) there is this neat thing called > "Quick Ticket Creation". > > Because of the way we do things, this area is really only useful to us to > "log quickie, one time events". That is, > * if one of the IT folks need to create a ticket with some actual content, > we use the "new ticket in" button at the top. > * users create tickets by sending us email (ie. they do NOT have accounts > in RT). > > > Thus, since we want to use the Quick Ticket area for "event logging", there > are a couple of things we are trying to accomplish by modifying it's > function > > (1) the ticket needs to have the status set to "Resolved" > > (2) it does NOT send email to the requestor (at all, ever). > note that we DO want to send email to the requestor from other functions, > so we do NOT want to blow away the ability to send email when we set a > "normal" ticket to resolved. > > > > I am trying to make this change in RT by modifying the Mason script. > /opt/rt3/share/html/Ticket/ModifyAll.html has the following section > > <tr> > <td class="label"><&|/l&>Update Type</&>:</td> > <td class="entry"> > <select name="UpdateType"> > % if ($CanComment) { > <option value="private" ><&|/l&>Comments (Not sent to > requestors)</&></option> > % } > % if ($CanRespond) { > <option value="response"><&|/l&>Reply to requestors</&></option> > % } > </select> > % $m->callback( %ARGS, CallbackName => 'AfterUpdateType' ); > </td> > </tr> > > I simply tried to splice this > into /opt/rt3/share/html/Elements/QuickCreate > > <tr class="input-row"> > <td class="labeltop"><&|/l&>Content</&>:</td> > <td colspan="3" class="value"><textarea name="Content" cols="50" > rows="3"></textarea></td></tr> > > <tr> > <td class="label"><&|/l&>Update Type</&>:</td> > <td class="entry"> > <select name="UpdateType"> > % if ($CanComment) { > <option value="private" ><&|/l&>Comments (Not sent to > requestors)</&></option> > % } > % if ($CanRespond) { > <option value="response"><&|/l&>Reply to requestors</&></option> > % } > </select> > % $m->callback( %ARGS, CallbackName => 'AfterUpdateType' ); > </td> > </tr> > > </table> > <& /Elements/Submit, Label => loc('Create') &> > </form> > </&> > > % $m->callback( CallbackName => 'EndOfList', TicketObj => $TicketObj, % > ARGS ); > </div> > > <%INIT> > > my $CanRespond = 1; > my $CanComment = 1; > my $checks_failure = 0; > my $title; > > # Things needed in the template - we'll do the processing here, just > # for the convenience: > > my ($CommentDefault, $ResponseDefault); > $CommentDefault = qq[ selected="selected"]; > $ResponseDefault = qq[ selected="selected"]; > > </%INIT> > > <%ARGS> > > $TicketObj => undef > > > > > > Problem #1 is that this generates two tickets > > Problem #2 is that it is sending a reply to the requestor (actually 2 > replies, but that is probably due to Problem #1). > > > Is this even the right way to go about trying to implement his feature > change? Or am I barking up the wrong tree? > > -- > Chris Barnes AOL IM: CNBarnes > chris-bar...@tamu.edu Yahoo IM: chrisnbarnes > Computer Systems Manager MSN IM: ch...@txbarnes.com > Department of Physics ph: 979-845-1379 > Texas A&M University fax: 979-845-2590 >
Hi Chris, I can think of several ways to do this. If you only need this function for a several queues, make a shadow queue for each queue called qt:queue to place them near each other. Then configure the scrips for your shadow queue to assign/process the queue as describe. Another way is to have creation using the quick ticket method set a global custom field and use that to trigger your alternate processing. Cheers, Ken