Create New Ticket in -->

RT Users
1

Our techs that use RT would like for the drop down box that appears to the
right of the words “Create New Ticket In” to be empty by default - it
seems that some techs have been accidentally creating tickets in the first
queue in the list because they are forgetting to select the queue
beforehand. Anyone know how I can accomplish this?

2

One way to solve this is to create a “dummy” queue caled **SELECT QUEUE
(it will appear at the top of your list) - at least the post will not go to a wrong queue.

We have edited: /opt/rt3/var/mason_data/obj/standard/Elements/SelectNewTicketQueue

<…>
#line 26 /opt/rt3/share/html/Elements/SelectNewTicketQueue

Add Label to Queue Drop Down Menu

$m->print( 'SELECT QUEUE
’ );
$m->print( '
’ );
foreach my $queue (@{$session{‘create_in_queues’}}) {
$m->print( ‘<OPTION VALUE="’ );
<…>

-Thanks,

Witek-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com on behalf of MikeHamilton@clovisusd.k12.ca.us
Sent: Fri 1/9/2004 7:28 PM
To: rt-users@lists.fsck.com
Cc:
Subject: [rt-users] Create New Ticket in →
Our techs that use RT would like for the drop down box that appears to the
right of the words “Create New Ticket In” to be empty by default - it
seems that some techs have been accidentally creating tickets in the first
queue in the list because they are forgetting to select the queue
beforehand. Anyone know how I can accomplish this?

3

I am curious as to why you edited the cache file and not the original?

Do those changes find their way into the original?-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Witold Koziel
Sent: Friday, January 09, 2004 9:34 PM
To: MikeHamilton@clovisusd.k12.ca.us; rt-users@lists.fsck.com
Subject: RE: [rt-users] Create New Ticket in →

One way to solve this is to create a “dummy” queue caled **SELECT QUEUE
(it will appear at the top of your list) - at least the post will not go to
a wrong queue.

We have edited:
/opt/rt3/var/mason_data/obj/standard/Elements/SelectNewTicketQueue

<…>
#line 26 /opt/rt3/share/html/Elements/SelectNewTicketQueue

Add Label to Queue Drop Down Menu

$m->print( 'SELECT QUEUE
’ );
$m->print( '
’ );
foreach my $queue (@{$session{‘create_in_queues’}}) {
$m->print( ‘<OPTION VALUE="’ );
<…>

-Thanks,

Witek

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com on behalf of
MikeHamilton@clovisusd.k12.ca.us
Sent: Fri 1/9/2004 7:28 PM
To: rt-users@lists.fsck.com
Cc:
Subject: [rt-users] Create New Ticket in →
Our techs that use RT would like for the drop down box that appears to the
right of the words “Create New Ticket In” to be empty by default - it
seems that some techs have been accidentally creating tickets in the first
queue in the list because they are forgetting to select the queue
beforehand. Anyone know how I can accomplish this?

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

4

Not sure if this is the right place, but it worked for us.-----Original Message-----
From: AJ [mailto:rt@musefoundry.com]
Sent: Fri 1/9/2004 9:43 PM
To: Witold Koziel; MikeHamilton@clovisusd.k12.ca.us; rt-users@lists.fsck.com
Cc:
Subject: RE: [rt-users] Create New Ticket in →
I am curious as to why you edited the cache file and not the original?

Do those changes find their way into the original?

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Witold Koziel
Sent: Friday, January 09, 2004 9:34 PM
To: MikeHamilton@clovisusd.k12.ca.us; rt-users@lists.fsck.com
Subject: RE: [rt-users] Create New Ticket in →

One way to solve this is to create a “dummy” queue caled **SELECT QUEUE
(it will appear at the top of your list) - at least the post will not go to
a wrong queue.

We have edited:
/opt/rt3/var/mason_data/obj/standard/Elements/SelectNewTicketQueue

<…>
#line 26 /opt/rt3/share/html/Elements/SelectNewTicketQueue

Add Label to Queue Drop Down Menu

$m->print( 'SELECT QUEUE
’ );
$m->print( '
’ );
foreach my $queue (@{$session{‘create_in_queues’}}) {
$m->print( ‘<OPTION VALUE="’ );
<…>

-Thanks,

Witek

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com on behalf of
MikeHamilton@clovisusd.k12.ca.us
Sent: Fri 1/9/2004 7:28 PM
To: rt-users@lists.fsck.com
Cc:
Subject: [rt-users] Create New Ticket in →
Our techs that use RT would like for the drop down box that appears to the
right of the words “Create New Ticket In” to be empty by default - it
seems that some techs have been accidentally creating tickets in the first
queue in the list because they are forgetting to select the queue
beforehand. Anyone know how I can accomplish this?

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

5

You should probably make that change in your “local” area
(/opt/rt3/local/html/Elements/SelectNewTicketQueue for RedHat). That’s
the recommended place to make local customizations, that won’t get
overwritten by future updates, nor lost when the cache is cleared.

-Kelly

-----Original Message-----
From: Witold Koziel [mailto:witold_koziel@kaplan.com]
Sent: Friday, January 09, 2004 8:54 PM
To: AJ; MikeHamilton@clovisusd.k12.ca.us; rt-users@lists.fsck.com
Subject: RE: [rt-users] Create New Ticket in →

Not sure if this is the right place, but it worked for us.

-----Original Message-----
From: AJ [mailto:rt@musefoundry.com]
Sent: Fri 1/9/2004 9:43 PM
To: Witold Koziel; MikeHamilton@clovisusd.k12.ca.us; rt-
users@lists.fsck.com
Cc:
Subject: RE: [rt-users] Create New Ticket in →
I am curious as to why you edited the cache file and not the original?

Do those changes find their way into the original?

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Witold
Koziel
Sent: Friday, January 09, 2004 9:34 PM
To: MikeHamilton@clovisusd.k12.ca.us; rt-users@lists.fsck.com
Subject: RE: [rt-users] Create New Ticket in →

One way to solve this is to create a “dummy” queue caled **SELECT
QUEUE
(it will appear at the top of your list) - at least the post will not
go
to
a wrong queue.

We have edited:
/opt/rt3/var/mason_data/obj/standard/Elements/SelectNewTicketQueue

<…>
#line 26 /opt/rt3/share/html/Elements/SelectNewTicketQueue

Add Label to Queue Drop Down Menu

$m->print( 'SELECT QUEUE
’ );
$m->print( '
’ );
foreach my $queue (@{$session{‘create_in_queues’}}) {
$m->print( ‘<OPTION VALUE="’ );
<…>

-Thanks,

Witek

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com on behalf of
MikeHamilton@clovisusd.k12.ca.us
Sent: Fri 1/9/2004 7:28 PM
To: rt-users@lists.fsck.com
Cc:
Subject: [rt-users] Create New Ticket in →
Our techs that use RT would like for the drop down box that appears to
the
right of the words “Create New Ticket In” to be empty by default - it
seems that some techs have been accidentally creating tickets in the
first
queue in the list because they are forgetting to select the queue
beforehand. Anyone know how I can accomplish this?

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm

6

I am curious as to why you edited the cache file and not the original?

Do those changes find their way into the original?

No, they do not.

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.