Perhaps something like this would work.
If you look at the RTIR code, they display hidden fields in the ticket. The
hidden fields are identified as such: RTIR. Then in the RTIR
displays they show the fields using the ShowRTIRField element which finds
the custom field with that value. The same idea is used for editing with
the EditRTIRField, and searching with the SearchRTIRField.
In the Display.html they have something like:
<& /RTIR/Elements/ShowRTIRField, Ticket => $Ticket, Name => ‘State’ &>
This displays the value of the hidden custom field _RTIR_State in the
ticket.
In the same manner, custom fields can be added to the comment section by
creating a hidden field called COMMENT (spaces can be
in the field name) and populating it with what you want. Then modifying the
Show/EditRTIRField elements to recognize the COMMENT fields.
To display you would then add something like:
<& /Ticket/Elements/ShowCommentField, Ticket => $Ticket, Name =>
‘’ &>
In the Display.html
And in the Update.html add:
<& /RTIR/Elements/EditCOMMENTField, Ticket => $Ticket, Name => ‘’ &>
After the % if ($CanComment) { where it auto selects the not sent to
requestors.
The last step would be to modify the Listing.html file so you can search on
it with something like:
<& /Ticket/Elements/SearchCOMMENTField, QueueObj => $QueueObj,
Name => '' &>
It seems like a bit but if it was made global, instead of COMMENT use
something more general, the same functions could be used in any page that
displays, edits, or searches.From: rt-users-bounces@lists.fsck.com
[mailto:rt-users-bounces@lists.fsck.com] On Behalf Of Jim Rowan
Sent: Tuesday, December 02, 2003 4:18 PM
To: Kris Boutilier; rt-users@lists.fsck.com
Subject: RE: [rt-users] Comment level custom fields functionality?
YES!
I had a meeting with my users just the other day, this was exactly what
we decided we needed. They already use the time_worked field to track
their time, but they need to allocate it at the transaction level to
various buckets (“onsite/offsite”, “billable/nonbillable”).
I had not yet looked at how I might implement such a beast – but I have
an immediate need and will work with you to do it, if you like.
-----Original Message-----
From: Kris Boutilier [mailto:Kris.Boutilier@scrd.bc.ca]
Sent: Tuesday, December 02, 2003 2:47 PM
To: rt-users@lists.fsck.com
Subject: [rt-users] Comment level custom fields functionality?
Does anyone wish to see or has anyone undertaken to add
custom fields functionality at the Comment/Reply level?
We are using RT3 in our IT department for basic job tracking.
It’s working well, but we’d like to be able to tag comment
records with markers to be able to produce management summary
reports. Ie. we’d like to be able to mark comments with
things like ‘travel’, ‘meeting’, ‘purchasing’, ‘research’ etc.
From this, combined with the Time Worked per comment, we could derive
general summaries from a ‘work type’ perspective rather than
just from the individual ticket perspective. The idea being
to answer questions such as, ‘Is travel to/from one
particular site hogging a disproportionate amount of time?’
or ‘Is it taking more time to buy things than actually
planning the purchases?’
I’m not looking to turn RT into a full time and billing
system, just to be able to add extra marker dimensions to the
existing superstructure…
Any comments?
rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-> users
Have you
read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm
rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users
Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm