Creat MAILTO link in search format

RT Users
1

Hi

I would like to create a more convenient way to reply and comment on
tickets. At the first step I’m planning to create a link in my ticket
searches which open outlook with appropriate subject tag to the appropriate
email address (i.e. commentAddress of CorrespondAddress of the ticket’s
queue).

According what I found in this list, I added the followings to ticket column
map (rt3/share/html/Elements/RT__Ticket/ComumnMap):

QueueCorrespond => {

    attribute => 'QueueCorrespond',

    title     => 'QueueCorrespond id', # loc

    value     => sub { return $_[0]->QueueObj->CorrespondAddress() }

},

QueueSubjectTag => {

    attribute => 'QueueSubjectTag',

    title     => 'QueueSubjectTag id', # loc

    value     => sub { return $_[0]->QueueObj->SubjectTag() }

},

So I can have access subject tag and correspond address of each ticket.

the second part is create a hyper link in the search result which link to
something like

mailto:QueueCorrespond?Subject=[QueueSubjectTag #id]

(so, when a User click on the link, automatically default email clients
would open a new message to correspond address of the queue including
appropriate tag in the Subject)

It seems RT Parser do not let use CLICK FOR
REPLY in the format part and if the link does not refer to a website, it
will be removed! (may be because of security and cross site scripting?)

I look through the code, but I could not find the exact place which this
overwrite happen. Could anyone give me a advise or solution to put anything
in the results, even javascripts.

P.S. after overcome this issue, I will try to add comment and reply links
inside the ticket displays page. Did anyone do the same before? I think that
for RICH TEXT, using the web-based editor is a bit difficult. Also if a user
wants to email directly to the queue, should aware of subject tag and queue
correspond/comment address. With this method it would be easier to use the
mail clients (i.e. outlook) as an external complementary interface for the
RT.

2

Hi

I would like to create a more convenient way to reply and comment on tickets. At the first
step I’m planning to create a link in my ticket searches which open outlook with appropriate
subject tag to the appropriate email address (i.e. commentAddress of CorrespondAddress of the
ticket’s queue).

According what I found in this list, I added the followings to ticket column map
(rt3/share/html/Elements/RT__Ticket/ComumnMap):

   QueueCorrespond => {

       attribute => 'QueueCorrespond',

       title     => 'QueueCorrespond id', # loc

       value     => sub { return $_[0]->QueueObj->CorrespondAddress() }

   },

   QueueSubjectTag => {

       attribute => 'QueueSubjectTag',

       title     => 'QueueSubjectTag id', # loc

       value     => sub { return $_[0]->QueueObj->SubjectTag() }

   },

So I can have access subject tag and correspond address of each ticket.

the second part is create a hyper link in the search result which link to something like

mailto:QueueCorrespond?Subject=[QueueSubjectTag #id]

You probably need to do one of two things
Change Elements/ScrubHTML to allow mailto links (although this may
hurt you since other html chunks in RT will start allowing mailto)
You can also return a scalar reference from ColumnMap so if you define
a QueueMailto and return from that you may be able to do what you want
(look at ExtendedStatus for an example)

-kevin

3

Based on my previous email, I wanted to have mailto link in my search page
and also ticket display page to easily use local mail clients such as
outlook to send correspond and add comment for a specific ticket.

Based on Kevin’s help, now I created a column map and also a callback. I put
them here so may someone else find it useful. ( it might be so simple for
many ones here but it took me a time to create it so I put it for those who
may be interested )

  • create “Link to Correspond and Comment” in Search result

  • modify rt3/share/html/Elements/RT__Ticket/ColumnMap and add the
    followings:

    LinkToCorrespond => {
    title => ‘Correspond’, # loc
    value => sub {
    return (’’),
    $[0]->loc(‘Reply’), ‘’;
    },
    },
    LinkToComment => {
    title => ‘Comment’, # loc
    value => sub {
    return (’’),
    $    [0]->loc(‘Comment’), ‘’;
    },
    },

  • reload the webserver

  • go to the ticket search page and switch to advanced mode

  • now in the “Format” textarea you could have ‘LinkToCorrespond’ and
    ’LinkToComment’

  • create “Link to Correspond and Comment” in ticket display page
  • create the directory hierarchy :
    rt3/local/html/Callbacks/YOURCallbacks/Ticket/Elements/ShowBasics
  • create “EndOfList” file and put the followings inside it: <&|/l&>Action:

    Reply
    |
    Comment

    <%ARGS> $Ticket => undef <%INIT>
    • Reload the webserver and then you will find two links in the basic part of
      summery.

    P.S. Internet Explorer has some problem with these links when open mail
    client! Everything in the subject after “#” disappear! But firefox works
    fine

    smime.p7s (5.06 KB)