Printing tickets

We use RT extensively in our organization, and we have one department
(facilities) who prints out the tickets and hands them to the workers
for them to physically go out and perform the requests. The problem
with this is that currently printing the tickets print the blue border
and generally use much more paper and ink than is necessary. Maybe
this is a feature request or maybe there is a user contribution I’m
just not seeing, but it would be nice if there was a print stylesheet
that just printed the contents of the ticket in a simple text view.
Does that capability exist and if not, would it be something that
could be considered to be added?

Jon,

If the workers can be pre-assigned as owners of the ticket, you 

could run a query, dump it to a spreadsheet, edit the spreadsheet and
hand that out. Just a thought.

Kenn
LBNLOn 4/22/2009 2:19 PM, Jon Baker wrote:

We use RT extensively in our organization, and we have one department
(facilities) who prints out the tickets and hands them to the workers
for them to physically go out and perform the requests. The problem
with this is that currently printing the tickets print the blue border
and generally use much more paper and ink than is necessary. Maybe
this is a feature request or maybe there is a user contribution I’m
just not seeing, but it would be nice if there was a print stylesheet
that just printed the contents of the ticket in a simple text view.
Does that capability exist and if not, would it be something that
could be considered to be added?


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just not seeing, but it would be nice if there was a print stylesheet
that just printed the contents of the ticket in a simple text view.
Does that capability exist and if not, would it be something that
could be considered to be added?
It probably should be there, but it’s not very hard to add yourself.

We use RT extensively in our organization, and we have one department
(facilities) who prints out the tickets and hands them to the workers
for them to physically go out and perform the requests. The problem
with this is that currently printing the tickets print the blue border
and generally use much more paper and ink than is necessary. Maybe
this is a feature request or maybe there is a user contribution I’m

Printer driver setting to print in black & white instead of color will save
the ink. Printer driver setting to duplex could save paper. Many printers
have a “multiple page per sheet” driver setting as well. A low tech
solution, but a quickly implemented one too.

For a plainer, terser rendering, if it were me, I would use the REST
interface and build my own separate service that takes a login and ticket ID
as input and spits out the ticket in a terse format directly to a printer,
so I can control every aspect of it. Building it into the existing web
interface wouldn’t be terribly future proof – you’d have to revisit it
every time you upgrade RT.

I’m a big fan of keeping customizations completely separate from the app
where possible, so I can upgrade on a whim without fear of horking my custom
stuff.

– ============================
Tom Lahti
BIT Statement LLC

(425)251-0833 x 117
http://www.bitstatement.net/
– ============================

Yeah, unfortunately this is the facilities department which means
that you need to keep a pretty low expectation on the tech-savvyness
of the people over there :slight_smile: We changed their stylesheet to an older
one which prints better, but I know I personally like the newer look
much better than the older one.

I looked at the code and is there some sort of script that is writing
the tag to the document? I looked at the style information
with some of my firefox tools and notice that there is a bunch of
statically assigned styles that don’t exist in the regular source.
The big issue that would be nice is to have control over the size of
the font (so a ticket doesn’t take 20 pages to print) and get rid of
the blue background at the top.On Apr 22, 2009, at 7:22 PM, Tom Lahti wrote:

Printer driver setting to print in black & white instead of color
will save
the ink. Printer driver setting to duplex could save paper. Many
printers
have a “multiple page per sheet” driver setting as well. A low tech
solution, but a quickly implemented one too.

For a plainer, terser rendering, if it were me, I would use the REST
interface and build my own separate service that takes a login and
ticket ID
as input and spits out the ticket in a terse format directly to a
printer,
so I can control every aspect of it. Building it into the existing
web
interface wouldn’t be terribly future proof – you’d have to revisit
it
every time you upgrade RT.

I’m a big fan of keeping customizations completely separate from
the app
where possible, so I can upgrade on a whim without fear of horking
my custom
stuff.

Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656

New RT user…

I own a computer repair shop and I have been looking at RT off and on for
the last year or so, as a way to track our customer problem tickets.

There two things that I am wondering about and maybe someone has come
across this before or can shed some light.

I would like to be able to:

  1. print a ticket stub to give to my customers when they drop their
    computer off at our shop, print slip to go with printer and I also would
    like to print stickers from a tag printer or similar to stick onto the
    computer and parts

  2. retrieve and save customer information to my postgresql database
    (ledgersmb) so that I don’t have to maintain two lists of customers

Other than that RT does pretty much what I want out of the box.

The only other wish is, it would be nice to have multiple screens when
creating a new ticket, kind of like a wizard. Enter customer info, then
next to select problem, etc, etc, submit.

My programmer did add the ability to have check boxes and radio buttons
when submitting a ticket, but does make the new ticket screen kinda messy.

Any thoughts would be greatly appreciated.

Thanks

Brad Yarotsky
The Computer Clinic
Canada

  1. print a ticket stub to give to my customers when they drop their
    computer off at our shop, print slip to go with printer and I also would
    like to print stickers from a tag printer or similar to stick onto the
    computer and parts

It’d be pretty easy to write your own custom ticket stub page that
printed well, stick it in local/html/Ticket/, and link to it from the
normal ticket page. Then you could create a ticket, click the link, and
print.

Printing stickers probably depends a lot on what format the sticker
printer can handle.

  1. retrieve and save customer information to my postgresql database
    (ledgersmb) so that I don’t have to maintain two lists of customers

How are your customers represented in RT? Do they ever login?

If you just want to be able to see your external customer information on
a ticket page, you could probably use a custom field set to a distinct
customer ID that inlines a URL based on the ID. Then you just need to
write up a simple page that spits out the customer information from your
database (or link to an existing one that ledgersmb has).

Thomas