Questions on customizing RTIR fields

Hi all,

I’m new to RTIR, but a friend of mine asked me to help him set it up to use
at his small company, and for a few beers I agreed. I haven’t touched
Linux/Apache/perl/etc. for about 5 years, so I’m kind of rusty. I downloaded
Ground Tactics RT VMware player image, which is running RT 3.8.7, Apache2
w/mod_perl2, Ubuntu 8.0.4 and MySQL 5.0.51. I made a few tweaks and
installed the latest RTIR over top of that (2.4.4). Everything seems to be
running fine, and now I want to customize some of the fields RTIR uses to
better align it with how he works.

The first thing I need do it remove the ‘SLA’ option, since he’s the lone
security guy in the company and SLAs don’t really apply. I went into
Configuration->Queues->Incident Report->Ticket Custom Fields and selected
the SLA field and hit submit. Now when I go to create an incident report the
SLA selection box is gone, but the label ‘SLA:’ is still displayed on the
page between ‘Constituency’ and ‘Customer’. How can I get rid of the label?

He’d also like me to change the names of some of the fields - e.g. change
’How Reported’ to ‘Trigger’, etc. (his request, not mine). How can I change
just the label for a custom field?

Thanx.

John

Hi all,

I’m new to RTIR, but a friend of mine asked me to help him set it up to use at his small
company, and for a few beers I agreed. I haven’t touched Linux/Apache/perl/etc. for about 5
years, so I’m kind of rusty. I downloaded Ground Tactics RT VMware player image, which is
running RT 3.8.7, Apache2 w/mod_perl2, Ubuntu 8.0.4 and MySQL 5.0.51. I made a few tweaks and
installed the latest RTIR over top of that (2.4.4). Everything seems to be running fine, and
now I want to customize some of the fields RTIR uses to better align it with how he works.

The first thing I need do it remove the SLA' option, since he's the lone security guy in the company and SLAs don't really apply. I went into Configuration->Queues->Incident Report->Ticket Custom Fields and selected the SLA field and hit submit. Now when I go to create an incident report the SLA selection box is gone, but the labelSLA:’ is still
displayed on the page between Constituency' andCustomer’. How can I get rid of the label?

He’d also like me to change the names of some of the fields - e.g. change How Reported' toTrigger’, etc. (his request, not mine). How can I change just the label for a custom field?

There was a bunch of work on supporting changes to CFs in the 2.5
branch, but I don’t believe those have trickled down to 2.4 as of yet.

-kevin

Gotcha - thanx.From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Monday, September 13, 2010 10:35 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Questions on customizing RTIR fields

Hi all,

I’m new to RTIR, but a friend of mine asked me to help him set it up to
use at his small
company, and for a few beers I agreed. I haven’t touched
Linux/Apache/perl/etc. for about 5
years, so I’m kind of rusty. I downloaded Ground Tactics RT VMware
player image, which is
running RT 3.8.7, Apache2 w/mod_perl2, Ubuntu 8.0.4 and MySQL 5.0.51. I
made a few tweaks and
installed the latest RTIR over top of that (2.4.4). Everything seems to
be running fine, and
now I want to customize some of the fields RTIR uses to better align it
with how he works.

The first thing I need do it remove the SLA' option, since he's the lone security guy in the company and SLAs don't really apply. I went into Configuration->Queues->Incident Report->Ticket Custom Fields and selected the SLA field and hit submit. Now when I go to create an incident report the SLA selection box is gone, but the labelSLA:’ is still
displayed on the page between Constituency' andCustomer’. How can I
get rid of the label?

He’d also like me to change the names of some of the fields - e.g.
change How Reported' toTrigger’, etc. (his request, not mine). How can I change just the
label for a custom field?

There was a bunch of work on supporting changes to CFs in the 2.5 branch,
but I don’t believe those have trickled down to 2.4 as of yet.

-kevin