New First-Class Ticket Field

RT Users
1

I am trying to add a simple feature to my RT install
which will track a CallTime parameter in Tickets in
addition to the TimeWorked parameter. I
want to implement it exactly like TimeWorked, where the
ticket will have an overrall CallTime, and each
Transaction will have a CallTimeTaken which will add to
the overrall CallTime for the corresponding Ticket.
Because I want to track CallTime in this way, I don’t
want to implement it as a custom field. The database
schema and html UI are easy enough to update to handle
the additional field. What I am trying to get my head
around is the proper way to update the Perl source in
under lib/RT to take care of this new field, without
screwing up any auto-generated files or anything like
that. Has anyone done something like this and would
like to give me a brief overview ? Thanks for sharing.

– Matt Meyer

Matthew D. Meyer, CISSP
Jacob and Sundstrom, Inc.
(url) http://www.jasi.com
(office) 410-539-1135
(mobile) 410-336-0432
(fax) 410-539-1377

2

under lib/RT to take care of this new field, without
screwing up any auto-generated files or anything like
that. Has anyone done something like this and would
like to give me a brief overview ? Thanks for sharing.

I think the only thing you need is to put a new _ClassAccessible
in Ticket_Local.pm that has the field you wanted.

You may even do something like

BEGIN { our $old_accessible = _ClassAccessible() };
sub _ClassAccessible {
return {
    %$old_accessible, 
    CallTimeTaken  => { 'read' => 1,  'write' => 1 },
};
}

With Perl 5.6.1, s/our/use vars/.

Thanks,
/Autrijus/