Question about upcoming 3.0 and "templates"

RT Users
1

I know in 2.0 there are “templates”, but I think these are different
from what I want. In RT1 you could embed a default bit of text into a
new ticket (and I got the impression even then I was misusing the
template feature). This, at the very least, let me provide a few
default fields that I wanted the reporter to fill in. I haven’t quite
been able to even figure out how to do that much in RT2.0, because the
templates seem to be tied only to responses to tickets.

Even the RT1 behaviour was less than desirable, since it meant you
needed a separate queue for every sort of request. I guess to do it the
“right” way you’d need some sort of sub-queue and to get really crazy
some sort of minimal mark-up language to create actual HTML form
elements (although just being able to embed default text to make a
simplistic form, a la the old Network Solutions domain change template,
would be a good start).

I’ve looked at both TemplateAnswers and StockAnswers and neither seems
to be just what I’m looking for, unless I misunderstand the READMEs.

Am I not being clear in what I want? Let me give an example. As an
ISP, I have two common sorts of tasks (2 for this example): add/remove a
user and add/remove a domain/vhost. For each type of task, I’d want to
make sure my front line support/sales people got me all the information
I need, so with some pre-populated text in the “Describe the issue
below” text field would be like:

(A)dd/(R)emove/(M)odify User:
Username:
First name:
Surname:
etc.

and:

(A)dd/(R)emove/(M)odify Virtual Host:
Domain:
Customer name:
etc.

But I haven’t figured out how to do this with RT2 at all. Obviously, in
an ideal world, it would be something like this, which gets translated
to actual HTML forms in the webUI and text in other places:

=1:selection:Add,Remove,Modify:Add
=2:text:Username:
=3:text:Firstname:
=4:text:Surname:

and so on. At some point, I thought I read that this was going to go
into 2.1/3.0, but I don’t recall where I saw that, nor am I able to find
out if this is in 2.1 based on browsing the archives and source.

Wil
Wil Cooley wcooley@nakedape.cc
Naked Ape Consulting http://nakedape.cc

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2

But I haven’t figured out how to do this with RT2 at all. Obviously, in
an ideal world, it would be something like this, which gets translated
to actual HTML forms in the webUI and text in other places:

=1:selection:Add,Remove,Modify:Add
=2:text:Username:
=3:text:Firstname:
=4:text:Surname:

You’re in luck on this one. The ‘ideal world’ solution you mentioned
has been implemented as per-queue ‘Custom Fields’ in 2.1.x series,
which you may utilize to have a SingleSelect ‘selection’ filed,
a SingleInput ‘Username’ field, etc, and search on them. I have
recently added a reordering UI (table-based multi-entry UI is under
works), but it hadn’t yet been merged back.

The ticket creation screen has been approriately hacked to prompt
the user to enter custom fields, too.

Thanks,
/Autrijus/

3

But I haven’t figured out how to do this with RT2 at all. Obviously, in
an ideal world, it would be something like this, which gets translated
to actual HTML forms in the webUI and text in other places:

=1:selection:Add,Remove,Modify:Add
=2:text:Username:
=3:text:Firstname:
=4:text:Surname:

You’re in luck on this one. The ‘ideal world’ solution you mentioned
has been implemented as per-queue ‘Custom Fields’ in 2.1.x series,
which you may utilize to have a SingleSelect ‘selection’ filed,
a SingleInput ‘Username’ field, etc, and search on them. I have
recently added a reordering UI (table-based multi-entry UI is under
works), but it hadn’t yet been merged back.

The ticket creation screen has been approriately hacked to prompt
the user to enter custom fields, too.

Excellent! Thanks a lot! I look forward to the ultimate 2.1/3.0
release.

Wil
Wil Cooley wcooley@nakedape.cc
Naked Ape Consulting http://nakedape.cc

        • T1, Frame Relay, DSL, Dial-up, and Web Hosting * * * *

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