Add Text to the Forms

RT Users
1

Is there a way for us to add text to the individual queue forms to help
guide the person entering a ticket?

For Example,

We have 2 custom fields - Full Name and Company Name that are text user
input fields

We want to add some text that explains what the tech should do before
adding this ticket into the queue. Examples would be:

  • Check a url link (provided on the page) to see if they are a
    supported customer
  • Ask them to refer to another document for further clarification

Can I do this without modifying the actual code? If I need to modify the
forms, can I do it per queue?

Ben Bush

2

Is there a way for us to add text to the individual queue forms to help
guide the person entering a ticket?

For Example,

We have 2 custom fields - Full Name and Company Name that are text user
input fields

We want to add some text that explains what the tech should do before
adding this ticket into the queue. Examples would be:

  • Check a url link (provided on the page) to see if they are a
    supported customer
  • Ask them to refer to another document for further clarification

Can I do this without modifying the actual code? If I need to modify the
forms, can I do it per queue?

You can do this without a whole bunch of headache. I created a
Forms.html with nothing more than links to my Custom-Form.html page.
So I have links like ExampleQueue

My Custom-Form.html started out as nothing more than a chopped up copy
of share/html/SelfService/Create.html (an earlier version). I then
added a bunch of stuff to it, but probably the most critical piece to
take care of what you need is:

<& /Ticket/Elements/Systems-EditCustomFields, QueueObj => $QueueObj &>

Systems-EditCustomFields is a slightly modified version of
EditCustomFields, though you probably wouldn’t really need that. It
was mostly just so I could make a clickable link to pop up a window to
show the custom field value descriptions.

Andy Harrison