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.

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