Improvement suggestions

Hi all,
I have a few problems that, if solved, I think may enhance the quality
of RT.

  1. RT displays a lot of notification messages through a pale yellow
    message box on top of the ticket page. Everything is displayed the same
    way regardless of nature (info, error, etc.).
    I think that it would be good to separate this messages at least into
    two categories: info (usual pale yellow box) and error (pale red box).
    Presently, since you cannot easily tell the difference, it happens quite
    often that one operator tries to take a ticket just half a second
    another operator took it, gets an error box, thinks it is the usual
    confirmation box, and starts working on the ticket. Sometimes he even
    does not realize he is doing duplicate work until he tries to resolve!

  2. Beginning users of RT often fall into this error: click “resolve” on
    top of the ticket, write some message, then click “resolve” again
    instead of clicking on “update ticket” at the bottom. Why does "resolve"
    still show on top of the ticket when you’re resolving? Is it possible to
    remove it? I think it doesn’t belongs there.

  3. Custom field of type “check multiple values” (check-box) could be
    ticked directly from the display page of a ticket instead of having to
    go into the modify page. It would help streamlining the work on tickets.

Just a few thoughts.

Thank you
Cris

p.s. We are using RT 3.8.10 and testing 4.02. Both have the mentioned
"problems".

Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese
Tel. +39-0342-522172

Hi Cris,

I absolutely agree with you.
Lot of our users asked for this feature, that’s why I do the following:

  • give an “ERROR:” prefix in the language file to every result line with
    type error
  • modify /Elements/ListActions to place these error lines in a
    “results-error” class
  • in the css make results-error div red

It’s not so nice but it works. I think a standard solution for this would
be better…

BekenyOn Thu, Feb 2, 2012 at 10:41 AM, Guadagnino Cristiano < guadagnino.cristiano@creval.it> wrote:

Hi all,
I have a few problems that, if solved, I think may enhance the quality
of RT.

  1. RT displays a lot of notification messages through a pale yellow
    message box on top of the ticket page. Everything is displayed the same
    way regardless of nature (info, error, etc.).
    I think that it would be good to separate this messages at least into
    two categories: info (usual pale yellow box) and error (pale red box).
    Presently, since you cannot easily tell the difference, it happens quite
    often that one operator tries to take a ticket just half a second
    another operator took it, gets an error box, thinks it is the usual
    confirmation box, and starts working on the ticket. Sometimes he even
    does not realize he is doing duplicate work until he tries to resolve!

  2. Beginning users of RT often fall into this error: click “resolve” on
    top of the ticket, write some message, then click “resolve” again
    instead of clicking on “update ticket” at the bottom. Why does “resolve”
    still show on top of the ticket when you’re resolving? Is it possible to
    remove it? I think it doesn’t belongs there.

  3. Custom field of type “check multiple values” (check-box) could be
    ticked directly from the display page of a ticket instead of having to
    go into the modify page. It would help streamlining the work on tickets.

Just a few thoughts.

Thank you
Cris

p.s. We are using RT 3.8.10 and testing 4.02. Both have the mentioned
“problems”.


Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese
Tel. +39-0342-522172

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