Customising Ticket Display

Hi,

After a few failed installs on various distros I’ve finally got RT 3.4.1
running on Debian sid.

I’m currently considing RT for a proposal to put to my manager at work
(are current helpdesk system is useless, not to mention expensive). The
first thing I’ve noticed about RT though is it seems more geared up for
email reponses rather than telephone calls (not a critism mind) which is
what the majority of our work is.

Is it possible to customise the Display Ticket screen so that it can
display the telephone number of the requestor when someone views the
ticket. I’ve tried reading thought previous posts to figure this out but
i’m completely lost.

Would someone mind posting a bit of code to get me started with this
customisation, I do want to throw in a few more customisations
(organisation, addresses, etc) but I would like to try and figure it
out myself, I just need something to get me started.

Thanks in advance.

Lee

Lee W wrote:

Hi,

Is it possible to customise the Display Ticket screen so that it can
display the telephone number of the requestor when someone views the
ticket. I’ve tried reading thought previous posts to figure this out
but i’m completely lost.

Okay, I’ve tried editing the html/Ticket/Elements/ShowGroupMembers so
that it is as follows:-

% my $UserMembers = $Group->UserMembersObj;
% while (my $member = $UserMembers->Next()) {
<& ShowUserEntry, User => $member &>

% }
% my $GroupMembers = $Group->MembersObj;
% $GroupMembers->LimitToGroups();
% while (my $member = $GroupMembers->Next()) {
<&|/l&>Group</&>: <%$member->MemberObj->Object->Name%>
(<%$member->MemberObj->Object->Organization%>)

% }

<%ARGS>
$Group => undef
</%ARGS>

The bit I’ve editing is where it has
(<%$member->MemberObj->Object->Organization%>) which I thought would
have included the Organization in brackets after the name. However it
doesn’t show up I just get the original page, nor do I get any errors in
the webpage or Apache error.log. I’ve also restarted the webserver a
number of times to make sure.

does RT store a cache of pre-created pages anyway. I delete the content
of the mason_data/cache and obj/ folders but this has also not helped.

Any help would be appreciated.

Regards

Lee