Queue-specific message box contents

RT Users
1

My goal: I’ve got a change management queue. When I create a new ticket in the
web interface for this queue, I want the MessageBox (comment) field
pre-populated with text headers like these:

“”"
Description:

Implementation Method:

Reversion Method:

Anticipated Downtime:

Risks:

“”"

This helps ticket creators (including myself) to keep in mind all the things we
should be considering for every CM event.

But I only want this text to show up when I click on the New Ticket In
ChangeMgmt button in the web interface. Not for comments, or for any other queues.

I’ve spent a fair bit of time with Google trying to find references to managing
the message box using a user-defined condition scrip, and have had no luck - the
links for custom scrips from RT-users mostly refer to managing email templates.

In an ideal world, I’d be able to say “Use this template to populate the comment
field on ticket creation for this queue.” But I don’t see how to do that.

Does anyone have any guidance for me?

Thanks,

.brian

Brian Bilbrey : Dynaxys LLC : UNIX Systems : 301.622.0900 x364

2

My goal: I’ve got a change management queue. When I create a new ticket in the
web interface for this queue, I want the MessageBox (comment) field
pre-populated with text headers like these:

[snip]

This helps ticket creators (including myself) to keep in mind all the things we
should be considering for every CM event.

But I only want this text to show up when I click on the New Ticket In
ChangeMgmt button in the web interface. Not for comments, or for any other queues.

I’ve spent a fair bit of time with Google trying to find references to managing
the message box using a user-defined condition scrip, and have had no luck - the
links for custom scrips from RT-users mostly refer to managing email templates.

In an ideal world, I’d be able to say “Use this template to populate the comment
field on ticket creation for this queue.” But I don’t see how to do that.

Does anyone have any guidance for me?

We do exactly this, using a callback which I’ve attached to this message.

You should install it in your local mason root as

Callbacks/DefaultCreateContent/Ticket/Create.html/Default

This is based on

http://requesttracker.wikia.com/wiki/CannedReplies
but rather simpler. Once you’ve installed the callback, any queues which
has a template called DefaultCreateTemplate will have the content appear
in the create ticket form.

Hopefully you can get what you want either from this, or from other
ideas on the wiki.

Cheers,
Dominic.

Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford

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3

Brian,

We do this as well, but we use individual Custom Fields with specific values
to select from to get a more precise set of inputs.

Kenn
LBNLOn Wed, Feb 9, 2011 at 5:50 AM, Brian P. Bilbrey bbilbrey@dynaxys.comwrote:

My goal: I’ve got a change management queue. When I create a new ticket in
the
web interface for this queue, I want the MessageBox (comment) field
pre-populated with text headers like these:

“”"
Description:

Implementation Method:

Reversion Method:

Anticipated Downtime:

Risks:

“”"

This helps ticket creators (including myself) to keep in mind all the
things we
should be considering for every CM event.

But I only want this text to show up when I click on the New Ticket In
ChangeMgmt button in the web interface. Not for comments, or for any other
queues.

I’ve spent a fair bit of time with Google trying to find references to
managing
the message box using a user-defined condition scrip, and have had no luck

  • the
    links for custom scrips from RT-users mostly refer to managing email
    templates.

In an ideal world, I’d be able to say “Use this template to populate the
comment
field on ticket creation for this queue.” But I don’t see how to do that.

Does anyone have any guidance for me?

Thanks,

.brian

–
Brian Bilbrey : Dynaxys LLC : UNIX Systems : 301.622.0900 x364

4

…

Does anyone have any guidance for me?

We do exactly this, using a callback which I’ve attached to this message.

You should install it in your local mason root as

Callbacks/DefaultCreateContent/Ticket/Create.html/Default

[snip]

Rockin’ !!! Thanks, Dominic - that fit the bill perfectly and works like a charm.

Best,

.brian

Brian Bilbrey : Dynaxys LLC : UNIX Systems : 301.622.0900 x364

5

Brian,

We do this as well, but we use individual Custom Fields with specific
values to select from to get a more precise set of inputs.

Thanks, Kenn.

I also have a number of Custom Fields used for the purpose, but I wanted to
provide some “guidelines” in the prose portion of the ticket to ensure that the
right boxes were ticked without having to do separate custom fields. It may yet
come to that, but this is a good step, and Dominic hit the target with his response.

best,

.brian

Brian Bilbrey : Dynaxys LLC : UNIX Systems : 301.622.0900 x364

6

Hey folks,
I found this delightful post suggesting a trivial solution to fill a
need I have - pre-filling text areas for comment/reply messages on a
queue by queue basis. After following the instructions the template
was used to pre-populate the text area exactly as described however
any changes made to that text were discarded when the comment was
posted leaving me with the contents of the template as the contents of
the comment.

Any ideas?
thanks
ram

My goal: I’ve got a change management queue. When I create a new ticket in the
web interface for this queue, I want the MessageBox (comment) field
pre-populated with text headers like these:

[snip]

Does anyone have any guidance for me?

We do exactly this, using a callback which I’ve attached to this message.

You should install it in your local mason root as

Callbacks/DefaultCreateContent/Ticket/Create.html/Default

This is based on

http://requesttracker.wikia.com/wiki/CannedReplies
but rather simpler. Once you’ve installed the callback, any queues which
has a template called DefaultCreateTemplate will have the content appear
in the create ticket form.

Hopefully you can get what you want either from this, or from other
ideas on the wiki.

Cheers,
Dominic.

Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
-------------- next part --------------
%#
%# During ticket create, if a per-queue template named “DefaultCreateTemplate”
%# exists, the message box will be pre-filled with it.
%#
%# Dominic Hargreaves 2009, based on ideas from
%# CannedReplies - Request Tracker Wiki
%#
<%init>
my $template_name = ‘DefaultCreateTemplate’;
my $template = RT::Template->new( $session{‘CurrentUser’} );
$template->LoadByCol( “Name” => $template_name, “Queue” => $QueueObj->id );
if ( $template->id ) {
$template->Parse;
$$ARGSRef{‘Content’} = $template->MIMEObj->stringify;
}
</%init>

7

Anyone?
thanksFrom: Ram ram0502@gmail.com
Date: Mon, Apr 30, 2012 at 12:29 PM
Subject: [rt-users] Queue-specific message box contents
To: rt-users rt-users@lists.bestpractical.com

Hey folks,
I found this delightful post suggesting a trivial solution to fill a
need I have - pre-filling text areas for comment/reply messages on a
queue by queue basis. After following the instructions the template
was used to pre-populate the text area exactly as described however
any changes made to that text were discarded when the comment was
posted leaving me with the contents of the template as the contents of
the comment.

Any ideas?
thanks
ram

My goal: I’ve got a change management queue. When I create a new ticket in the
web interface for this queue, I want the MessageBox (comment) field
pre-populated with text headers like these:

[snip]

Does anyone have any guidance for me?

We do exactly this, using a callback which I’ve attached to this message.

You should install it in your local mason root as

Callbacks/DefaultCreateContent/Ticket/Create.html/Default

This is based on

http://requesttracker.wikia.com/wiki/CannedReplies
but rather simpler. Once you’ve installed the callback, any queues which
has a template called DefaultCreateTemplate will have the content appear
in the create ticket form.

Hopefully you can get what you want either from this, or from other
ideas on the wiki.

Cheers,
Dominic.

Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
-------------- next part --------------
%#
%# During ticket create, if a per-queue template named “DefaultCreateTemplate”
%# exists, the message box will be pre-filled with it.
%#
%# Dominic Hargreaves 2009, based on ideas from
%# CannedReplies - Request Tracker Wiki
%#
<%init>
my $template_name = ‘DefaultCreateTemplate’;
my $template = RT::Template->new( $session{‘CurrentUser’} );
$template->LoadByCol( “Name” => $template_name, “Queue” => $QueueObj->id );
if ( $template->id ) {
$template->Parse;
$$ARGSRef{‘Content’} = $template->MIMEObj->stringify;
}
</%init>