Anyone know of a few enhancements to RT

I’ve been trying to get Minerva using RT for a bit now, however I’ve run
into a few feature requests that my users (read bosses) view as blockers.
Does anyone know of a plug in that would add an address book feature to the
BCC and CC fields when posting a ticket? Also, I need to know if there is a
way to add a drop down to the new ticket creation page to have pre-defined
subjects? This would allow users to select it in the case of a regularly
requested ticket. Thanks in advance.

Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell: (650) 704-6633
Phone: (408) 240-1239

I’ve been trying to get Minerva using RT for a bit now, however I’ve
run
into a few feature requests that my users (read bosses) view as
blockers.
Does anyone know of a plug in that would add an address book feature
to the
BCC and CC fields when posting a ticket?

Sounds like you may want RTx-EmailCompletion

Also, I need to know if there is a
way to add a drop down to the new ticket creation page to have pre-
defined
subjects? This would allow users to select it in the case of a
regularly
requested ticket. Thanks in advance.

You may be able to do this with RT-Extension-QuickCalls which adds
a homepage widget. Otherwise you’d have to hack up Ticket Create
or add JS

-kevin

You may be able to do this with RT-Extension-QuickCalls which adds
a homepage widget. Otherwise you’d have to hack up Ticket Create
or add JS
What does that live? Nothing on CPAN or the wiki (anymore).

You may be able to do this with RT-Extension-QuickCalls which adds
a homepage widget. Otherwise you’d have to hack up Ticket Create
or add JS
What does that live? Nothing on CPAN or the wiki (anymore).

Its been in svn for years. Its finally made it onto cpan also
http://search.cpan.org/dist/RT-Extension-QuickCalls/

-kevin

Its been in svn for years. Its finally made it onto cpan also
http://search.cpan.org/dist/RT-Extension-QuickCalls/
Ok, Cool. Ay yes. The SVN. Home to many magical things
sometimes, but not always mentioned elsewhere :stuck_out_tongue:

Cambridge Energy Alliance: Save money. Save the planet.

I’ve been trying to get Minerva using RT for a bit now, however I’ve
run
into a few feature requests that my users (read bosses) view as
blockers.
Does anyone know of a plug in that would add an address book feature
to the
BCC and CC fields when posting a ticket?

Sounds like you may want RTx-EmailCompletion

Hmmm, that might be a good option… Thanks, I’ll look into that one :slight_smile:

Also, I need to know if there is a
way to add a drop down to the new ticket creation page to have pre-
defined
subjects? This would allow users to select it in the case of a
regularly
requested ticket. Thanks in advance.

You may be able to do this with RT-Extension-QuickCalls which adds
a homepage widget. Otherwise you’d have to hack up Ticket Create
or add JS

I’ll likely need to hack the page looks like at this point. My boss wants a
more web2.0/AJAXy option for this, so looks like I need to add in some js…

-kevin


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Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell: (650) 704-6633
Phone: (408) 240-1239

Gary Greene wrote:

I’ve been trying to get Minerva using RT for a bit now, however I’ve run
into a few feature requests that my users (read bosses) view as blockers.
Does anyone know of a plug in that would add an address book feature to the
BCC and CC fields when posting a ticket? Also, I need to know if there is a
way to add a drop down to the new ticket creation page to have pre-defined
subjects? This would allow users to select it in the case of a regularly
requested ticket. Thanks in advance.

We handled this by creating our own interface for users to submit
tickets rather than having them use the RT interface. It’s more user
friendly for non-technical staff anyway.

Our form asks the user a bunch of questions and assembles the
information into a ticket.

John
This sounds interesting to me. Did you do this as a separate web
application that communicates (sends the ticket) to RT via the RT REST API?

Regards
Ian

John Arends wrote:

We have a few of these forms. Some are very simple forms that actually
just send email to RT.

Another one is sort of a hack and uses the RT Perl API which probably is
not the best way to do things at this point but it works.

Even just using email forms is pretty simple though. We hooked the form
into our campus authentication system so we get the username, and then
do an LDAP query so we can fill in a lot of the data and pre-populate
the form.

icydee wrote:

John
This sounds interesting to me. Did you do this as a separate web
application that communicates (sends the ticket) to RT via the RT REST API?

Regards
Ian

John Arends wrote:

Gary Greene wrote:

I’ve been trying to get Minerva using RT for a bit now, however I’ve run
into a few feature requests that my users (read bosses) view as blockers.
Does anyone know of a plug in that would add an address book feature to the
BCC and CC fields when posting a ticket? Also, I need to know if there is a
way to add a drop down to the new ticket creation page to have pre-defined
subjects? This would allow users to select it in the case of a regularly
requested ticket. Thanks in advance.

We handled this by creating our own interface for users to submit
tickets rather than having them use the RT interface. It’s more user
friendly for non-technical staff anyway.

Our form asks the user a bunch of questions and assembles the
information into a ticket.


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Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

John Arends jarends@illinois.edu
Network Analyst
College of ACES - ITCS
University of Illinois at Urbana-Champaign