How to add Priority field to ticket creation form

RT Developers
1

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.

2

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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