Good times… good times… I got it working, so gotta share my
modifications w/ everyone. In fact, I would have had it working a LONG time
ago, but I had neglected 1 major step: removing all the old mason_data info!
So for anybody who wants to add queue information to your reply/comments
section, edit share/html/Update.html in the following way:
<& /Ticket/Elements/EditBasics,
TicketObj => $TicketObj,
InTable => 1,
fields => [
{ name => ‘Status’,
comp => ‘/Elements/SelectStatus’,
args => {
Name => ‘Status’,
DefaultLabel => loc(“[_1] (Unchanged)”,
loc($TicketObj->Status)),
Default => $ARGS{‘Status’} || ($TicketObj->Status eq
$DefaultStatus ? undef : $DefaultStatus),
TicketObj => $TicketObj,
QueueObj => $TicketObj->QueueObj
},
},
{ name => ‘Queue’,
comp => ‘/Elements/SelectQueue’,
args => {
Name => ‘Queue’,
Default => $ARGS{‘Queue’} || $TicketObj->QueueObj->Id,
ShowNullOption => 0,
}
},
{ name => ‘Owner’,
comp => ‘/Elements/SelectOwner’,
args => {
Name => “Owner”,
TicketObj => $TicketObj,
QueueObj => $TicketObj->QueueObj,
DefaultLabel => loc(“[_1] (Unchanged)”,
$m->scomp(‘/Elements/ShowUser’, User => $TicketObj->OwnerObj)),
Default => $ARGS{‘Owner’}
}
},
{ name => ‘Worked’,
comp => ‘/Elements/EditTimeValue’,
args => {
Name => ‘UpdateTimeWorked’,
Default => $ARGS{UpdateTimeWorked}||‘’,
InUnits => $ARGS{‘UpdateTimeWorked-TimeUnits’}||‘minutes’,
}
},
]
&>
The new stuff is the name => ‘Queue’
and REMEMBER! when you’re done, to rm -rf /opt/rt4/var/mason_data/*
otherwise you’ll be banging your head for hours wondering how you can change
damn near ANYTHING and yet NOTHING changes when you reload your webserver.
Eh, lesson learned the hard way I guess. :)On Thu, May 26, 2011 at 11:06 AM, Yan Seiner yan@seiner.com wrote:
We do something similar. We have engineering and construction queues.
When Engineering is done with design and the job is ready to go to the
crews, we move it to construction queue. Right now it involves the
following steps:
- Change the queue
- Change the owner to the Construction Manager
- Move the old owner to AdminCC
- Remove engineering mgr from AdminCCs
- Add dispatch as AdminCC
Since the people filling the roles don’t necessarily have the same
permisisons in both queues, this takes a few trips around the various RT
screens. It would be nice to have all of this on one screen.
On Thu, May 26, 2011 7:42 am, Chris Hall wrote:
Sure Kenn, I’ll elaborate… and again, I had this working in 3.8.8… it
just
seems more… difficult to dirty hack in on 4.0.0. For example:
Queue 1: Level 1 support
Queue 2: Level 2 support
Customer calls in and the guys at level 1 open a ticket in their queue
for
the person’s problem.
1 hr later they call back to level 1… they are still having a problem.
It’s time to pass this on to the Level 2 guys.
The level 1 guys want to click “comment” (or reply… whatever) on the
ticket, and annotate that customer 1 is having problems beyond their
scope
of responsibility. It’s time for level 2 to take over. On this same
page,
they wish to change the queue to “Level 2 support”, so that, upon
updating
the ticket:
- their notes are saved to the ticket
- the ticket is moved to the appropriate queue
On Thu, May 26, 2011 at 10:34 AM, Kenneth Crocker kfcrocker@lbl.gov wrote:
Chris,
I’m not sure I understand what you’re asking. You wrote “so that my user
base can change the queue when updating or replying to tickets”. Why in
the
world would you want to do this? Tickets reside in a Queue, so how could
RT
find that ticket if you were sending an update to a different Queue?
Again,
I’m sure I read this incorrectly (that happens a lot with me ;-). Could
you
explain this a little differently, perhaps?
Kenn
LBNL
On Thu, May 26, 2011 at 6:58 AM, Chris Hall hiro24@gmail.com wrote:
Hello all,
I was wondering if I could get a hand with a change I wanted to make on
our end. In fact, I was able to change this in 3.8.8 days, but the
changes
don’t work on 4.0.0. I want to add to the “Ticket and Transaction”
section
a “Queue” option, so that my user base can change the queue when
updating or
replying to tickets without having to go through the extra steps of
going to
basic and changing it there once the ticket has been updated. I’ve
tried
several modifications to the code, but nothing seems to give me the
results
I’m looking for.
Is anybody able to offer any assistance on adding this dropdown into
the
Ticket and Transaction field?
!DSPAM:4dde672e237401804284693!
–
My daughter is racing a triathlon to raise money for her swim club. Want
to help?
http://akari.seiner.com
