Removing non-custom fields

RT Users
1

hi again,

i was also wondering if anyone knows how i can get rid of some non-custom fields
entirely (or simply not display them at all)? such as the CC: and AdminCC: fields,
since i have set up RT not to use email in any shape or form (set it up as a simple
ticket tracker instead, without any emailing capabilities)… although i would really
like to be able to get rid of those fields on my tickets because they’ll be showing
up every time i create/print a ticket, when they are actually completely useless.

i don’t want to start messing with RT’s code and break something either… can someone
please offer an alternative, or if not easily feasible, at least some advice as to
how to begin/proceed in the coding modification direction?

many thanks!

Gabriel Cadieux
Systems Engineer & IT Security Analyst
STI - Secure Technologies International, Inc.
Tel. (613) 830-3131 ext. 304
Cel. (613) 608-4635
Fax. (613) 830-5320
www.securetechnologies.ca

2

hi again,

i was also wondering if anyone knows how i can get rid of some non-custom fields
entirely (or simply not display them at all)? such as the CC: and AdminCC: fields,
since i have set up RT not to use email in any shape or form (set it up as a simple
ticket tracker instead, without any emailing capabilities)… although i would really
like to be able to get rid of those fields on my tickets because they’ll be showing
up every time i create/print a ticket, when they are actually completely useless.

First, do the maximum through permissions setup.
Second, this will not be enough for you I think, you will have to edit
RT html code to remove unwanted thinks, that would be not that difficult
if you understand html and if possible a little bit of perl/Mason.

Have a look here to do it the proper way:

http://wiki.bestpractical.com/view/CleanlyCustomizeRT