Additional fields in tickets table

Mike_Stackhouse · January 17, 2002, 10:54pm

We hope to use RT to assist in support of our software development
clients - both for development and for support ticket items.

There are a few fields that we would like to have on the ticket table.
Is there some kind of capability in RT that would allow us to have
additional fields? If not, is there a way we can customize the table
without loosing our capability to continue receiving upgrades to RT?

Thanks!

Mike_Stackhouse · January 17, 2002, 11:32pm

Thanks - we have been able to set up some keywords that would apply.

We would like to create some of our own reports based on these keywords. I notice in the
database that the keywords for a given ticket are stored in the KeywordSelects table. What
is the relationship of the tickets and keywordselects table, so we could perform join
queries for reporting purposes?

Thanks again!

Matt Plec wrote:

Matt_Plec · January 17, 2002, 11:19pm

There are a few fields that we would like to have on the ticket table.
Is there some kind of capability in RT that would allow us to have
additional fields? If not, is there a way we can customize the table

If selections (multiple or single items for the field) are sufficient, you can add these
via keywords, which are documented near the end of the installation instructions
(http://www.helgrim.com/rtdocs/installation.html).

Fletch · January 24, 2002, 3:01pm

“Michael” == Michael D Stackhouse mstackhouse@samsa.com writes:

[…]

Michael> There are a few fields that we would like to have on the
Michael> ticket table.  Is there some kind of capability in RT
Michael> that would allow us to have additional fields?  If not,
Michael> is there a way we can customize the table without loosing
Michael> our capability to continue receiving upgrades to RT?


    A bit late following up on this, but I just did a quick hack

job for one of the queues we’re using at work. The queue in question
is being used for tickets submitted by guests in hotels to our phone
support people. I tweaked Ticket/Create.html thusly:

— /usr/local/rt2/WebRT/html/Ticket/Create.html Tue Nov 6 18:07:07 2001
+++ Create.html Thu Jan 24 09:40:25 2002
@@ -69,6 +68,22 @@

+% if( $QueueObj->Name eq "hotel" ) { + + +Room Number: + + + + + + +Guest Name: + + + + +% } Describe the issue below:

    And then the corresponding change to Ticket/Display.html:

— /usr/local/rt2/WebRT/html/Ticket/Display.html Tue Nov 6 18:07:07 2001
+++ Display.html Thu Jan 24 09:39:55 2002
@@ -56,10 +56,17 @@
my @Cc = split(/,/,$ARGS{‘Cc’});
my @AdminCc = split(/,/,$ARGS{‘AdminCc’});

my $body = $ARGS{ ‘Content’ };
if( $Queue->Name eq “hotel” ) {

 $body = "Room Number: ##$ARGS{'RoomNumber'}##\n"

          . "Guest Name: $ARGS{'GuestName'}\n\n"

```
          . $body;
```
}
my $MIMEObj = MakeMIMEEntity( Subject => $ARGS{‘Subject’},
From => $ARGS{‘From’},
Cc => $ARGS{‘Cc’},

                            Body => $ARGS{'Content'},

                            Body => $body,
                            AttachmentFieldName => 'Attach');



  If someone wants to search for a particular room, there's a

keyword for the hotel location and they can look for `##room##’ in the
ticket body.