Changing default behavior of RT 2

Hello - I’ve deployed RT 2.0.15 with MySQL 3.23.55 on Solaris 7.

I would like to know if there is a simple way to change the default
behavior of the following:

  1. Change the “Update Type” field to default to “Response to requesters"
    when clicking on “Resolve” in the upper right of the screen as opposed to
    "Comment (Not sent to requesters)”.

  2. Change the “Worked ____ minutes” field to hours when resolving a
    ticket.

  3. Include all correspondence that has been recorded on a ticket when
    clicking “Reply” from the upper right button so that it does not default
    to a blank screen when corresponding? I know you can do this from the
    "Display" tab by clicking on the “Reply” button down next to the text, but
    would be easier if the content was included from “Reply” button up top.

Thanks for your help.

Scott Newton - Systems Management Integration Professional - Sr
Portland, OR - (503) 221-2662 - T/L 388-2662

Scott,

  1. You can make your own copy of /opt/rt2/WebRT/html/Ticket/Update.html.
    Put it into /opt/rt2/local/WebRT/html/Ticket. You’ll need to alter the
    $CommentDefault and $RespondDefault tests to not only look at $Action but
    to also look at DefaultStatus. Something like:

     $CommentDefault = '';
     $RespondDefault = '';
     if ($Action eq 'Respond' || $DefaultStatus eq 'resolved') {
             $RespondDefault = 'SELECTED';
     elsif ($Action eq 'Comment') {
             $CommentDefault = 'SELECTED';
     }
    

Keep in mind, though, that RT processes the ticket status before it sends
out responses, so your requestors will get the resolved notice (assuming
you have a mail action on resolve set) before they get the resolver’s
response.

  1. In this same Update.html page, you could edit the minutes to hours.
    Then you’d also have to alter a local copy of Display.html to do the hours
  • 60 minutes math before insertion into the database. You may want to send
    an additional variable from Update.html called TimeWorkedUnit to allow
    Display.html to know whether or not to do the math, since it is used as
    the result page for more than just Update.html.
  1. You could achieve multiple transactions through a bit of effort. You’d
    have to discover all of the transaction_ids while processing Display.html
    and place them into the “Reply” link to pass them to the Update.html page.
    You’d also have to update Elements/MessageBox to cycle through a list of
    transaction_ids. It currently expects only one ID and will not function
    properly with multiple inputs.

Thanks,
Christian

Christian Gilmore
Technology Leader
GeT Support Application Development
IBM Software Group

Scott Newton/Portland/IBM@IBMUS
Sent by: rt-users-admin@lists.fsck.com
07/07/03 05:47 PMTo: rt-users@lists.fsck.com
cc:
Subject: [rt-users] Changing default behavior of RT 2

Hello - I’ve deployed RT 2.0.15 with MySQL 3.23.55 on Solaris 7.

I would like to know if there is a simple way to change the default
behavior of the following:

  1. Change the “Update Type” field to default to “Response to requesters"
    when clicking on “Resolve” in the upper right of the screen as opposed to
    "Comment (Not sent to requesters)”.

  2. Change the “Worked ____ minutes” field to hours when resolving a
    ticket.

  3. Include all correspondence that has been recorded on a ticket when
    clicking “Reply” from the upper right button so that it does not default
    to a blank screen when corresponding? I know you can do this from the
    "Display" tab by clicking on the “Reply” button down next to the text, but
    would be easier if the content was included from “Reply” button up top.

Thanks for your help.

Scott Newton - Systems Management Integration Professional - Sr
Portland, OR - (503) 221-2662 - T/L 388-2662