Approvals question

RT Users
1

I have several queues that are set up for approvals, which I have
working great. However, I’d like to change the behavior somewhat but
am not sure how to do it.

What we want is to have a group or groups set up as AdminCC (or
similar functionality) for the queue, but cannot see the ticket until
it is approved. I have been able to do this by adding a bunch of code
to add a group as AdminCC in the scrip that resolves the approval
ticket, but it is becoming very difficult to manage, especially if I
want to have more than one group added as AdminCC when the ticket is
approved. Is there a simpler way to hide a ticket from a group before
it is approved?
Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656

2

Hi all,

Is there a document or HOWTO that describes how certain user elements
can be changed on the screens (e.g. hiding a dropdown box from view,
changing the names of labels from “request” to “ticket”) ?
I have looked through the documentation but couldn’t find anything
related to this subject. Are these changes made in a configuration file
somewhere or would the code have to be changed ?

Thanks in advance for your advice.

Regards,
hiro

3

On Thu, 26 Mar 2009 10:41:45 +0000, “Hiro Protagonist”
hir0pr0tagoni3t@googlemail.com said:

Is there a document or HOWTO that describes how certain user elements
can be changed on the screens (e.g. hiding a dropdown box from view,
changing the names of labels from “request” to “ticket”) ?
I have looked through the documentation but couldn’t find anything
related to this subject. Are these changes made in a configuration file
somewhere or would the code have to be changed ?

Hiro (Greatest Swordfighter in the World) Protagonist,
Take a look at CleanlyCustomizeRT - Request Tracker Wiki
Though each page isn’t documented, you can copy the pages you want to
change into the /path/to/rt/local/html directory and make changes there
(be sure to wipe out the Mason cached pages in
/path/to/rt/var/mason_data after every change so it will load the new
page content). Note that when you do this, if you upgrade RT you’ll
want to copy the new pages over to local and apply your edits again to
incorporate any updates/fixes.