How to add Priority field to ticket creation form

Hi all,

I’m looking for some advice about setting ticket priorities during ticket creation.

I can see two ways to do this:

  1. A “Priority” custom field + scrip to set the ticket priority according to what was selected.
  2. Hacking RT/html/Ticket/Create.html to add the Priority field in there.

At the moment, I’m favouring option 2 because it will be less “clunky”, but with the obvious reservation that it will not be “upgrade-proof”.

I’ve been looking through the MASON templates, to spec out how to do it - it looks like I can copy some of the code from RT/html/Ticket/Elements/EditBasics to RT/html/Ticket/Create.html to achieve the desired effect, but I wanted to know if there are any other reasons (apart from upgradeability) not to do it this way?

If not, will what I propose be sufficient?

Regards,
Andy D’Arcy Jewell
SysMicro Linux Support

T: +44 (0) 844 991 8804
M: +44 (0) 7961 605631
F: +44 (0) 844 357 7020
E: andy.jewell@sysmicro.co.uk
W: www.sysmicro.co.uk

CRN THE CHANNEL AWARDS 2009 WINNER
SysMicro named CRN’s Editor’s Choice for Emerging Business of the Year 2009, recognising SysMicro for our considerable growth, specifically in Enterprise Solutions.

Click on the ticket create page on the right “Show details” and you can
set the priority.

-ChrisAm 26.08.2010 13:04, schrieb Andy Jewell:

Hi all,

I’m looking for some advice about setting ticket priorities during ticket creation.

I can see two ways to do this:

  1. A “Priority” custom field + scrip to set the ticket priority according to what was selected.
  2. Hacking RT/html/Ticket/Create.html to add the Priority field in there.

At the moment, I’m favouring option 2 because it will be less “clunky”, but with the obvious reservation that it will not be “upgrade-proof”.

I’ve been looking through the MASON templates, to spec out how to do it - it looks like I can copy some of the code from RT/html/Ticket/Elements/EditBasics to RT/html/Ticket/Create.html to achieve the desired effect, but I wanted to know if there are any other reasons (apart from upgradeability) not to do it this way?

If not, will what I propose be sufficient?

Regards,
Andy D’Arcy Jewell
SysMicro Linux Support

T: +44 (0) 844 991 8804
M: +44 (0) 7961 605631
F: +44 (0) 844 357 7020
E: andy.jewell@sysmicro.co.uk
W: www.sysmicro.co.uk

CRN THE CHANNEL AWARDS 2009 WINNER
SysMicro named CRN�s Editor�s Choice for Emerging Business of the Year 2009, recognising SysMicro for our considerable growth, specifically in Enterprise Solutions.


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