Check-in user for ticket auto-assignment


#1

Hi,

I’m looking for the ability of our RT engineers to be able to check-in/check-out while they’re on their shift. This is to be used in conjunction with auto-assignment for available engineers.

Is there any extensions available with these capabilities or does someone have any advice on a Scrip which could help accomplish this?

In the best of worlds the engineer would have a button for Check-in/Check-out which they click as they go onto their shift.


#2

So if I understand correctly, you want to assign a ticket owner upon ticket creation? Thus this workflow:

  1. A ticket is being created (via e-mail, manually, via REST or even CLI).
  2. Upon creation an on-create Scrip (which would be logical) would trigger.
  3. The on-create Scrip would somehow have to know which users are checked-in, which in your summary is different from being logged in (logged in != checked in).
  4. The Scrip will then randomly choose an engineer as owner of the new ticket.

I guess you could try using a User custom field, which an engineer can use to set his/her current status (I guess a boolean would do).
From there you could try to access these User custom fields to get all checked in users, or at least something like that.

Though I wouldn’t know exactly how to make a Scrip based on that scenario. There are however a few forum posts regarding user custom fields and scrip’s, they might contain some clue’s on how to achieve this.


#3

Hi,

Something like it, the Scrip part isn’t that complicated, I’m more concerned about making the User CF accessible, preferably from the top-menu somehow.


#4

In essence you want a person to go to his/her “About me” page under settings. From there they can change their information, including the User CF. This is 1 hover and a click away for a user.

If you want them to directly access this page with 1 click then you could add a custom menu item. Below an example of a menu I’ve made here, in this case a drop-down menu with links to applications outside RT. You could however change this to your liking (e.g. no hover but a direct link). This example is only visible for privileged users.

# Location: /opt/rt4/local/html/Callbacks/Custom_Menu/Elements/Tabs/Privileged

<%init>
my $bps = Menu()->child(
    'CustomMenu',
    title    => 'CustomMenu',
    );
$bps->child(
  'Wiki',
  title   => 'Wiki',
  path    => 'https://some.wiki.url',
  target    => 'new',
);
$bps->child(
  'About_me',
  title   => 'About Me',
  path    => 'https://rt.domain.io/Prefs/AboutMe.html/',
  target    => 'new',
);
</%init>