New ticket layout change

RT Users
1

Hi

I am in the process of creating an electronic change request system in
RT. At the moment the layout is as follows:

| Create new ticket | Basics
| Requestor | Queue
| CC | Status
| Admin CC | Owner
| Subject |-------------------------------------------
| Describe Issue |Assets
| |-------------------------------------------
| |Custom Fields
| |CF1
| |cf2
| |cf3
| |cf4
| |cfr5
| |cf6
| |cf7
| |etc
How do I move the Custom field section to the left and across the whole
page for this one queue if possible?
How do I change the filed sizes for CF’s on a per field basis?

Thanks in advance.

Kobus
P.S. I have searched for the 2 queries. On the first found no answers.
The second there are multiple answers, but I could not get any of them
to work on a per field basis. Maybe just missing something.

Trustpay Global Limited is an authorised Electronic Money Institution
regulated by the Financial Conduct Authority registration number 900043.
Company No 07427913 Registered in England and Wales with registered address
130 Wood Street, London, EC2V 6DL, United Kingdom.

For further details please visit our website at www.trustpayglobal.com.

The information in this email and any attachments are confidential and
remain the property of Trustpay Global Ltd unless agreed by contract. It is
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addressed. If you are not the intended recipient you may not use, disclose,
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attachments. If this email has been received by you in error please advise
the sender and delete the email from your system. Trustpay Global Ltd does
not accept any liability for any personal view expressed in this message.

2

Hi

I am in the process of creating an electronic change request system in
RT. At the moment the layout is as follows:

| Create new ticket | Basics
| Requestor | Queue
| CC | Status
| Admin CC | Owner
| Subject |-------------------------------------------
| Describe Issue |Assets
| |-------------------------------------------
| |Custom Fields
| |CF1
| |cf2
| |cf3
| |cf4
| |cfr5
| |cf6
| |cf7
| |etc
How do I move the Custom field section to the left and across the whole
page for this one queue if possible?
How do I change the filed sizes for CF’s on a per field basis?

Thanks in advance.

Kobus
P.S. I have searched for the 2 queries. On the first found no answers.
The second there are multiple answers, but I could not get any of them
to work on a per field basis. Maybe just missing something.

Trustpay Global Limited is an authorised Electronic Money Institution
regulated by the Financial Conduct Authority registration number 900043.
Company No 07427913 Registered in England and Wales with registered address
130 Wood Street, London, EC2V 6DL, United Kingdom.

For further details please visit our website at www.trustpayglobal.com.

The information in this email and any attachments are confidential and
remain the property of Trustpay Global Ltd unless agreed by contract. It is
intended solely for the person to whom or the entity to which it is
addressed. If you are not the intended recipient you may not use, disclose,
copy, distribute, print or rely on the content of this email or its
attachments. If this email has been received by you in error please advise
the sender and delete the email from your system. Trustpay Global Ltd does
not accept any liability for any personal view expressed in this message.

3

Hi

I am in the process of creating an electronic change request system in RT.
At the moment the layout is as follows:

| Create new ticket | Basics
| Requestor | Queue
| CC | Status
| Admin CC | Owner
| Subject |-------------------------------------------
| Describe Issue |Assets
| |-------------------------------------------
| |Custom Fields
| |CF1
| |cf2
| |cf3
| |cf4
| |cfr5
| |cf6
| |cf7
| |etc

How do I move the Custom field section to the left and across the whole page
for this one queue if possible?

JavaScript.

I’ve not rearranged the page with JS, but I’d imagine it could be
done. Good luck.

How do I change the filed sizes for CF’s on a per field basis?

JavaScript.

I have done quite a bit of work with CFs via JS and there is some
overhead to pay to get initially setup due to the JS needing to use
the ‘id’ of the element. I’d be happy to write up what I’ve done, but
let me know if you’re serious about the undertaking - it’ll probably
take 10 or 20 minutes to write it up.

Cheers,

-m

4

I suspect the JavaScript answer is probably the cleanest and most flexible way.

In our environment, I have a number of departments that have all asked for their own (small) customizations for the SelfService Create Ticket page.

First I copied the CreateTicketInQueue.html page into local/html/SelfService.
Then I made a simple change to it: An ‘if’ statement that checks for the presence of an HTML file in the same SelfService directory, matching the queue name.
If that HTML file is found, it will load that HTML file instead of the default ‘Create.html’ file.
For example, If I have a queue named “Helpdesk” and a local/html/SelfService/Helpdesk.html file is found, RT loads that one.

— CreateTicketInQueue.html.orig 2015-06-19 22:46:35.970131253 -0400
+++ CreateTicketInQueue.html 2015-05-15 12:33:16.802273062 -0400
@@ -2,7 +2,7 @@
%#
%# COPYRIGHT:
%#
-%# This software is Copyright (c) 1996-2015 Best Practical Solutions, LLC
+%# This software is Copyright (c) 1996-2014 Best Practical Solutions, LLC
%# sales@bestpractical.com
%#
%# (Except where explicitly superseded by other copyright notices)
@@ -47,16 +47,21 @@
%# END BPS TAGGED BLOCK }}}
<& Elements/Header, Title => loc(“Create a ticket”) &>

-

<&|/l&>Select a queue for your new ticket</&>


+

<&|/l&>Please select a queue (department) for your new ticket</&>

-


+
% while (my $queue = $queues->Next) {
% next unless $queue->CurrentUserHasRight(‘CreateTicket’);

-

<%$queue->Name%>

-
<%$queue->Description%>

+% my $QueueName = $queue->Name;
+% if (-e “/opt/rt4/local/html/SelfService/$QueueName.html”) {
+
+% } else {
+
% }
-
+
+% }
+
<%$queue->Name%>
<%$queue->Name%><%$queue->Description%>

<%init>
my $queues = RT::Queues->new($session{‘CurrentUser’});
$queues->UnLimit;

Then within each of the queue name HTML files I customize which fields are available (Sometimes), change how they appear on the page, add ‘help’ text for some fields, etc.

Hi

I am in the process of creating an electronic change request system in RT.
At the moment the layout is as follows:

| Create new ticket | Basics
| Requestor | Queue
| CC | Status
| Admin CC | Owner
| Subject |-------------------------------------------
| Describe Issue |Assets
| |-------------------------------------------
| |Custom Fields
| |CF1
| |cf2
| |cf3
| |cf4
| |cfr5
| |cf6
| |cf7
| |etc

How do I move the Custom field section to the left and across the
whole page for this one queue if possible?

JavaScript.

I’ve not rearranged the page with JS, but I’d imagine it could be done. Good luck.

How do I change the filed sizes for CF’s on a per field basis?

JavaScript.

I have done quite a bit of work with CFs via JS and there is some overhead to pay to get initially setup due to the JS needing to use the ‘id’ of the element. I’d be happy to write up what I’ve done, but let me know if you’re serious about the undertaking - it’ll probably take 10 or 20 minutes to write it up.

Cheers,

-m