Clickable links to other tickets in ticket history?

Hello,

Our users would like to have a feature by which they could just type,
e.g. “#123” in the
text field when updating a ticket in order to refer to a different
ticket, and then,
when viewing the ticket history it would become a clickable link.
Has anybody done something like that already or can point me towards how to
go about this?
Oh, and at the same time they want to keep the plaintext extension we
have installed.
Wouldn’t that be a problem due to using

?

Cheers,

Doro

Hello,

Our users would like to have a feature by which they could just type,
e.g. “#123” in the
text field when updating a ticket in order to refer to a different
ticket, and then,
when viewing the ticket history it would become a clickable link.

What’s wrong with the Links box then?

Cambridge Energy Alliance: Save money & the planet

People want to include it in their text for convenience and to have it
right with the descriptive text, e.g.
“we have seen phenomen A in issue #334 before”. Our histories get
quite long and it is very inconvenient
having to scroll all the way in order to get to the link.

Doro2008/9/8 Jerrad Pierce jpierce@cambridgeenergyalliance.org:

On Mon, Sep 8, 2008 at 06:13, Dorothea Muecke-Herzberg dorotheamuecke@googlemail.com wrote:

Hello,

Our users would like to have a feature by which they could just type,
e.g. “#123” in the
text field when updating a ticket in order to refer to a different
ticket, and then,
when viewing the ticket history it would become a clickable link.

What’s wrong with the Links box then?


Cambridge Energy Alliance: Save money & the planet

People want to include it in their text for convenience and to have it
right with the descriptive text, e.g.
“we have seen phenomen A in issue #334 before”. Our histories get
quite long and it is very inconvenient
having to scroll all the way in order to get to the link.

Have a look at Elements/MakeClicky and use the callback
system to add your own custom handling of #334

-kevin> 2008/9/8 Jerrad Pierce jpierce@cambridgeenergyalliance.org:

On Mon, Sep 8, 2008 at 06:13, Dorothea Muecke-Herzberg dorotheamuecke@googlemail.com wrote:

Hello,

Our users would like to have a feature by which they could just
type,
e.g. “#123” in the
text field when updating a ticket in order to refer to a different
ticket, and then,
when viewing the ticket history it would become a clickable link.

What’s wrong with the Links box then?


Cambridge Energy Alliance: Save money & the planet


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Erm, in what RT version does MakeClicky appear? We run 3.6.3 (should have said)

Doro2008/9/8 Kevin Falcone falcone@bestpractical.com:

On Sep 8, 2008, at 4:12 PM, Dorothea Muecke-Herzberg wrote:

People want to include it in their text for convenience and to have it
right with the descriptive text, e.g.
“we have seen phenomen A in issue #334 before”. Our histories get
quite long and it is very inconvenient
having to scroll all the way in order to get to the link.

Have a look at Elements/MakeClicky and use the callback
system to add your own custom handling of #334

-kevin

2008/9/8 Jerrad Pierce jpierce@cambridgeenergyalliance.org:

On Mon, Sep 8, 2008 at 06:13, Dorothea Muecke-Herzberg dorotheamuecke@googlemail.com wrote:

Hello,

Our users would like to have a feature by which they could just
type,
e.g. “#123” in the
text field when updating a ticket in order to refer to a different
ticket, and then,
when viewing the ticket history it would become a clickable link.

What’s wrong with the Links box then?


Cambridge Energy Alliance: Save money & the planet


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Erm, in what RT version does MakeClicky appear? We run 3.6.3 (should
have said)

3.8
When you don’t say your version, I assume its the most recent.
You won’t be able to do it as cleanly, but there are other template
you can override in 3.6, but you’ll have to trace around in
html/Ticket/Elements/

-kevin

Hmm, I have been contemplating upgrading to 3.8(.1) for a little while
now, one reason being that
sorting by custom fields in search results is not working in 3.6.3.
is it just a matter of configure, make build, make upgrade?

Doro2008/9/8 Kevin Falcone falcone@bestpractical.com:

On Sep 8, 2008, at 5:02 PM, Dorothea Muecke-Herzberg wrote:

Erm, in what RT version does MakeClicky appear? We run 3.6.3 (should
have said)

3.8
When you don’t say your version, I assume its the most recent.
You won’t be able to do it as cleanly, but there are other template
you can override in 3.6, but you’ll have to trace around in
html/Ticket/Elements/

-kevin

Doro

2008/9/8 Kevin Falcone falcone@bestpractical.com:

On Sep 8, 2008, at 4:12 PM, Dorothea Muecke-Herzberg wrote:

People want to include it in their text for convenience and to
have it
right with the descriptive text, e.g.
“we have seen phenomen A in issue #334 before”. Our histories get
quite long and it is very inconvenient
having to scroll all the way in order to get to the link.

Have a look at Elements/MakeClicky and use the callback
system to add your own custom handling of #334

-kevin

2008/9/8 Jerrad Pierce jpierce@cambridgeenergyalliance.org:

On Mon, Sep 8, 2008 at 06:13, Dorothea Muecke-Herzberg dorotheamuecke@googlemail.com wrote:

Hello,

Our users would like to have a feature by which they could just
type,
e.g. “#123” in the
text field when updating a ticket in order to refer to a different
ticket, and then,
when viewing the ticket history it would become a clickable link.

What’s wrong with the Links box then?


Cambridge Energy Alliance: Save money & the planet


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

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Buy a copy at http://rtbook.bestpractical.com


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Dorothea Muecke-Herzberg schrieb:

Hmm, I have been contemplating upgrading to 3.8(.1) for a little while
now, one reason being that
sorting by custom fields in search results is not working in 3.6.3.
is it just a matter of configure, make build, make upgrade?

Depends on your setup.
I usually also upgrade the OS (FreeBSD) when I upgrade RT, and sometimes
also the DB (PostgreSQL) to a new major version.

That takes longer.

But apart from that, its not too difficult, if you can schedule a
maintenance-window large enough.
And try to test the upgrade in VMWare…

Rainer