Adding Queue to Incident Report Display

Hello list,

If I have a new queue, named Tune, and I want to add it to the ticket
display for Incident Reports so that I can create a ticket in the Tune
queue from there, and have it linked to the Incident Report, what do I
need to do? Basically, I want to do the same thing that we can
currently do with Blocks in Incidents. Just with Tune in Incident
Reports.

Greg

Gregory Pickett, CISSP, GCIA, GPEN
Cybersecurity Operations
Hellfire Security
1608 S. Ashland Ave.
#49583
Chicago, IL 60608
(312) 436-0133
www.hellfiresecurity.com [1]

Links:
[1] http://www.hellfiresecurity.com

Hello list,

If I have a new queue, named Tune, and I want to add it to the ticket
display for Incident Reports so that I can create a ticket in the Tune
queue from there, and have it linked to the Incident Report, what do I
need to do? Basically, I want to do the same thing that we can
currently do with Blocks in Incidents. Just with Tune in Incident
Reports.

Hi Greg,

If you click on the Advanced tab on the Incident Report, you can add
links to other tickets just as with normal RT tickets. However, RTIR
hides the Links tab from the main view because the workflow is centered
on Incident Reports linking to Incidents. You could modify the code to
either add your new queue to Basics like Incidents or possibly add the
entire Links box to the Incident Reports display.

Depending on what you’re trying to do, you could also set up a saved
search that shows IRs with a link to your Tune queue.

Jim

If you’re interested in trying to modify the code, you’ll want to start
by looking at the code in the rtir repo that displays the RTIR pages, like:

Note that some queues have a custom page:

From there, you can follow our guidelines for modifying RT, including
deciding between modifying code directly or using callbacks:

https://bestpractical.com/docs/rt/4.2/writing_extensions.html

The core code is Perl and we use the Mason templating system.

It might be as simple as lifting the code that show Links from RT and
dropping it in the RTIR page.On 2/23/16 9:49 AM, Jim Brandt wrote:

On 2/11/16 11:51 AM, Gregory Pickett wrote:

Hello list,

If I have a new queue, named Tune, and I want to add it to the ticket
display for Incident Reports so that I can create a ticket in the
Tune queue from there, and have it linked to the Incident Report,
what do I need to do? Basically, I want to do the same thing that we
can currently do with Blocks in Incidents. Just with Tune in
Incident Reports.

Hi Greg,

If you click on the Advanced tab on the Incident Report, you can add
links to other tickets just as with normal RT tickets. However, RTIR
hides the Links tab from the main view because the workflow is
centered on Incident Reports linking to Incidents. You could modify
the code to either add your new queue to Basics like Incidents or
possibly add the entire Links box to the Incident Reports display.

Depending on what you’re trying to do, you could also set up a saved
search that shows IRs with a link to your Tune queue.

Jim

Greg


Gregory Pickett, CISSP, GCIA, GPEN
Cybersecurity Operations
Hellfire Security
1608 S. Ashland Ave.
#49583
Chicago, IL 60608
(312) 436-0133
www.hellfiresecurity.com http://www.hellfiresecurity.com


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Hello list,
If I have a new queue, named Tune, and I want to add it to the ticket
display for Incident Reports so that I can create a ticket in the Tune
queue from there, and have it linked to the Incident Report, what do I
need to do? Basically, I want to do the same thing that we can
currently do with Blocks in Incidents. Just with Tune in Incident
Reports.

Greg

Gregory Pickett, CISSP, GCIA, GPEN
Cybersecurity Operations
Hellfire Security
1608 S. Ashland Ave.
#49583
Chicago, IL 60608
(312) 436-0133
www.hellfiresecurity.com [1]

Links:
[1] http://www.hellfiresecurity.com