Display the name of the Requestor in the Reply/Comment composition screen somehow?

RT Users
1

Hi,

one thing that new users esp. seem to be missing is the possibility to
display the name of the requestor on the screen where you compose the mail.
Sometimes, our staff creates tickets on customer’s behalf, sometimes not.
So, you’ve got to watch when you type a “reply” and when it’s just a
"comment".

Can this be done relatively easily?

Searching the wiki didn’t give any obvious candidates…

Rainer

2

Hi Rainer

one thing that new users esp. seem to be missing is the possibility to
display the name of the requestor on the screen where you compose the mail.
Sometimes, our staff creates tickets on customer’s behalf, sometimes not.
So, you’ve got to watch when you type a “reply” and when it’s just a
“comment”.

I don’t know which version of RT you’re using, but with 3.6.1 I’ve done
this. Using your local copy of …/html/Ticket/Update.html add

%# If we’re replying, show who the requestors are.
% if ( ! $ARGS{‘UpdateType’} && $ResponseDefault ) {
<% $TicketObj->RequestorAddresses() %>
% }

after the ‘’ of the $CanComment/$CanRespond block.

There’s a drawback - it’s not dynamic, if they change the Reply type to
Correspond, the requestors are still listed, and if they start as
Comment and change it to Reply, they’re not listed.

Cheers
Toby

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3

Toby Darling schrieb:

Hi Rainer

one thing that new users esp. seem to be missing is the possibility to
display the name of the requestor on the screen where you compose the mail.
Sometimes, our staff creates tickets on customer’s behalf, sometimes not.
So, you’ve got to watch when you type a “reply” and when it’s just a
“comment”.

I don’t know which version of RT you’re using, but with 3.6.1 I’ve done
this. Using your local copy of …/html/Ticket/Update.html add

%# If we’re replying, show who the requestors are.
% if ( ! $ARGS{‘UpdateType’} && $ResponseDefault ) {
<% $TicketObj->RequestorAddresses() %>
% }

after the ‘’ of the $CanComment/$CanRespond block.

There’s a drawback - it’s not dynamic, if they change the Reply type to
Correspond, the requestors are still listed, and if they start as
Comment and change it to Reply, they’re not listed.

OK, thanks a lot.
I use 3.8.1 and will look into how this can be applied to it.
The helpdesk came-up with another ticketing-system (“Support Trio”),
which barely passes as “useful” next to RT3 - but that is its only
notable feature.
It displays the name of the requestor in the top right corner of the
reply/comment page…

Cheers,
Rainer

4

Rainer,
The requestor shows up on the Reply screen at the bottom (this message will be sent to). I know it doesn’t show up on the comments screen, but if they’re commenting in the ticket, which never makes it to the requestor do they ‘need’ to know the requestor’s name? :slight_smile:

Just a thought.From: rt-users-bounces@lists.bestpractical.com rt-users-bounces@lists.bestpractical.com
To: Toby Darling darling@ccdc.cam.ac.uk
Cc: RT Users rt-users@lists.bestpractical.com
Sent: Thu Oct 23 02:37:39 2008
Subject: Re: [rt-users] Display the name of the Requestor in the Reply/Comment composition screen somehow?

Toby Darling schrieb:

Hi Rainer

one thing that new users esp. seem to be missing is the possibility to
display the name of the requestor on the screen where you compose the mail.
Sometimes, our staff creates tickets on customer’s behalf, sometimes not.
So, you’ve got to watch when you type a “reply” and when it’s just a
“comment”.

I don’t know which version of RT you’re using, but with 3.6.1 I’ve done
this. Using your local copy of …/html/Ticket/Update.html add

%# If we’re replying, show who the requestors are.
% if ( ! $ARGS{‘UpdateType’} && $ResponseDefault ) {
<% $TicketObj->RequestorAddresses() %>
% }

after the ‘’ of the $CanComment/$CanRespond block.

There’s a drawback - it’s not dynamic, if they change the Reply type to
Correspond, the requestors are still listed, and if they start as
Comment and change it to Reply, they’re not listed.

OK, thanks a lot.
I use 3.8.1 and will look into how this can be applied to it.
The helpdesk came-up with another ticketing-system (“Support Trio”),
which barely passes as “useful” next to RT3 - but that is its only
notable feature.
It displays the name of the requestor in the top right corner of the
reply/comment page…

Cheers,
Rainer
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5

Hi,

one thing that new users esp. seem to be missing is the possibility to
display the name of the requestor on the screen where you compose the mail.
Sometimes, our staff creates tickets on customer’s behalf, sometimes not.
So, you’ve got to watch when you type a “reply” and when it’s just a
“comment”.

Can this be done relatively easily?

Searching the wiki didn’t give any obvious candidates…

Try out the ‘ajaxy reply page’ extension in the bps-public svn
repository. That might do it for you.

-j