New rt2 install- customization questions

I am finally getting around to installing RT2, and have a long
laundry list of customizations that I would like to do before
putting it in production. (Actually, with the help of the
archives and some work on my own, I am getting real close.)

I thought it would be easier to put them all in one email, rather
than break them up by type of question – I hope that is ok.

  1. Is there a way to add a keyword item to the ticket list?
    (In %WebOptions, what would be the entry?)
    I looked at KeywordSelects, but I did not quite understand
    how to implement this.

  2. Is there a way to add the number of transactions a ticket has to
    the ticket list? (In %WebOptions, what would be the entry?)

  3. I don’t know mason. Is there a way to execute a shell script
    (basically outputs html of our “network status”) around line 14
    of the main WebRT/html/index.html?

  4. Has anyone written a scrip that will email the ticket
    owner if a ticket is created via the web (by someone else),
    to let them know they have a ticket waiting?

  5. Is there a scrip that can email all queue members (users
    with permission to the queue) upon a ticket created via email?
    (Similar to rt1 operation.)

  6. Can someone define who exactly gets emailed with these
    scrip actions:
    NotifyAdminCcs
    NotifyOtherRecipients
    NotifyAllWatchers
    Do some of them overlap/have common recipients?

Possible future enhancements-- has anyone attempted any of these
types of things, if not, might they be considered for a future
feature?

  1. Summary section on the home screen, by user.
    Similar to the “Find new/open tickets” queue list, but have
    the same list per-user. Only allow for privleged users, possibly
    restricting being listed via a permission.

  2. Displaying children tickets directly under the parent ticket on the
    search and/or home screens (ticket summaries.)

  3. Ability to automatically comment/reply/resolve ALL children tickets
    within the parent ticket? Could this be done with a scrip?

thanks
bill

  1. I don’t know mason. Is there a way to execute a shell script
    (basically outputs html of our “network status”) around line 14 of the
    main WebRT/html/index.html?

My Mason knowledge is limited to what I’ve guessed from reading 'RT’
files, but I’d expect something like this to work:

<% qx[/usr/local/bin/network-status-html] %>

  1. Has anyone written a scrip that will email the ticket
    owner if a ticket is created via the web (by someone else),
    to let them know they have a ticket waiting?

Just configure the default conditions and actions:

OnCreate NotifyOwner with Template Creation

  1. Is there a scrip that can email all queue members (users
    with permission to the queue) upon a ticket created via email?
    (Similar to rt1 operation.)

OnCreate NotifyAdminCcs with Template Creation
OnCreate Ccs with Template Creation

  1. Displaying children tickets directly under the parent ticket on the
    search and/or home screens (ticket summaries.)

This (or something similar to it) is near the top of our to-do list.
I’ll let you know how we get on.

  1. Ability to automatically comment/reply/resolve ALL children tickets
    within the parent ticket? Could this be done with a scrip?

We’re planning on using the bulk update (‘Update all these tickets at
once’) script for this – we just need to populate a search result set
with the children of a given parent so that’ll work.

Smylers
GBdirect

  1. I don’t know mason. Is there a way to execute a shell script
    (basically outputs html of our “network status”) around line 14 of the
    main WebRT/html/index.html?

My Mason knowledge is limited to what I’ve guessed from reading 'RT’
files, but I’d expect something like this to work:

<% qx[/usr/local/bin/network-status-html] %>

That actually inserts only the first line of the output of my script,
with all the <'s and >'s escaped properly so they actually display.
I am going to keep trying to play with this, thanks for the pointer.

  1. Is there a scrip that can email all queue members (users
    with permission to the queue) upon a ticket created via email?
    (Similar to rt1 operation.)

OnCreate NotifyAdminCcs with Template Creation
OnCreate Ccs with Template Creation

This only seems to work if I put specific Ccs or AdminCcs in the
ticket. I want it to mail all queue members for that particular
queue, like rt1 does.

  1. Displaying children tickets directly under the parent ticket on the
    search and/or home screens (ticket summaries.)

This (or something similar to it) is near the top of our to-do list.
I’ll let you know how we get on.

great, thanks!

thanks for all the other info too.

bill

billp wrote:

[Smylers wrote:]

<% qx[/usr/local/bin/network-status-html] %>

That actually inserts only the first line of the output of my script,

Does this help?

<% scalar qx[/usr/local/bin/network-status-html] %>

The qx// operator returns each line of its output as separate list
elements in list context but concatenates them into a single string in
scalar context. For example, try each of these at a Unix command-line:

% perl -wle ‘print((w)[0])’
% perl -wle ‘print((scalar w)[0])’

OnCreate NotifyAdminCcs with Template Creation
OnCreate Ccs with Template Creation

This only seems to work if I put specific Ccs or AdminCcs in the
ticket.

It also works if you assign CCs and admin CCs for the queue. At least,
it definitely does here.

Smylers
GBdirect