Per-queue page customisations?

RT Users
1

List,

Is there a way to customise Ticket/Create.html on a per-queue basis?

What we would like to achieve: creating a ticket in QueueA may have a
different layout and/or different fields visible than when creating a
ticket in QueueB.

Has anyone done this or can anyone think of a way to do this?

Thanks,
Tom

2

The queue is known once you get to the ticket Create page, so the template
can have logic to display fields based on the queue.On Mon, May 26, 2008 at 3:28 AM, Tom Lanyon tom@netspot.com.au wrote:

List,

Is there a way to customise Ticket/Create.html on a per-queue basis?

What we would like to achieve: creating a ticket in QueueA may have a
different layout and/or different fields visible than when creating a
ticket in QueueB.

Has anyone done this or can anyone think of a way to do this?

Thanks,
Tom

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3

The queue is known once you get to the ticket Create page, so the
template can have logic to display fields based on the queue.

Thanks, that’s what I figured the solution was going to be; just one
big Create.html with lots of logic depending on Queue ID.

Regards,
Tom

4

Well, queue-specific custom fields are added to the create-ticket
layout
based on the queue you selected.

Based on that, I’d say that the best-case scenario is that your
requirements can be met by configuring custom fields for those
queues to
cover the variations that you need, and no additional code needs to be
written. (But if that’s not possible, then at least maybe the code
that
does that gives you a jumping-off point for what you’re trying to
accomplish.)

Mark,

Unfortunately just using custom-fields will not be enough to fulfill
our requirements as we need logic to do things like hiding the ‘Owner’
select box for some queues.

Regards,
Tom

5

Alternatively you could have a custom web form for creating tickets in a
particular queue and email the data to rt. Wouldn’t be much use for
updating tickets however.

Gordon

6

We do that at the moment but it has a lot of logic that we would like
to bring into RT itself to keep it as a single system.

Thanks,
TomOn 28/05/2008, at 11:15 AM, gordon@cryologic.com wrote:

Alternatively you could have a custom web form for creating tickets
in a particular queue and email the data to rt. Wouldn’t be much use
for updating tickets however.

Gordon

Mark,
Unfortunately just using custom-fields will not be enough to
fulfill our requirements as we need logic to do things like hiding
the ‘Owner’ select box for some queues.
Regards,
Tom

7

At 03:28 AM 5/26/2008, Tom Lanyon wrote:

List,

Is there a way to customise Ticket/Create.html on a per-queue basis?

What we would like to achieve: creating a ticket in QueueA may have a
different layout and/or different fields visible than when creating a
ticket in QueueB.

Has anyone done this or can anyone think of a way to do this?

Thanks,
Tom

We’ve implemented this by using Attributes to store queue
preferences. You can attach Attribute objects to most RT objects
(Tickets, Queues etc.) - in this case you’d attach them to your Queue objects.

For example, you could choose an attribute name of “ShowOwnerField”
and let it have values of “Yes” or “No”. The attribute records would
be attached to the appropriate queue.

You’ll have to do some Mason coding, to provide a UI for setting the
queue attributes (on the Queue basics config page), and to modify the
ticket pages to show or hide the Owner drop-down, or other
queue-based customizations.

Steve

8

We’ve implemented this by using Attributes to store queue
preferences. You can attach Attribute objects to most RT objects
(Tickets, Queues etc.) - in this case you’d attach them to your
Queue objects.

For example, you could choose an attribute name of “ShowOwnerField”
and let it have values of “Yes” or “No”. The attribute records would
be attached to the appropriate queue.

You’ll have to do some Mason coding, to provide a UI for setting the
queue attributes (on the Queue basics config page), and to modify
the ticket pages to show or hide the Owner drop-down, or other queue-
based customizations.

Steve

That sounds perfect, thanks Steve.

I’ve been looking at implementing some other new functions using
Attributes as well, so this will fit in nicely.

Regards,
Tom