Requestor attributes in ticket search results

Hi,

I’m looking to have RT display a selection of essential requestor
attributes (ie. WorkPhone) in a column on the ticket search result
page(s). I understand that the current stable version, RT 3.8.7, can’t
do this.

I haven’t dug in very deep into the code, but I understand that some
important modifications might need to be made to make this happen.

So before going any further, I’d like to know:

  1. Is this functionality already planned for a future version?

  2. From someone who’s more familiar with the internals of RT, is this
    even reasonable to attempt considering the extra overhead of creating
    and maintaining a potentially large custom patch?

Thanks,

Jérôme Charaoui
Service informatique - Collège de Maisonneuve

Hi,

I’m looking to have RT display a selection of essential requestor
attributes (ie. WorkPhone) in a column on the ticket search result
page(s). I understand that the current stable version, RT 3.8.7, can’t
do this.

I haven’t dug in very deep into the code, but I understand that some
important modifications might need to be made to make this happen.

So before going any further, I’d like to know:

  1. Is this functionality already planned for a future version?

I’m unaware of any plans

  1. From someone who’s more familiar with the internals of RT, is this
    even reasonable to attempt considering the extra overhead of creating
    and maintaining a potentially large custom patch?

If a clean patch was proposed, we’d look at folding it into trunk.

-kevin

Hi,

I’m looking to have RT display a selection of essential requestor
attributes (ie. WorkPhone) in a column on the ticket search result
page(s). I understand that the current stable version, RT 3.8.7, can’t
do this.

I haven’t dug in very deep into the code, but I understand that some
important modifications might need to be made to make this happen.

So before going any further, I’d like to know:

  1. Is this functionality already planned for a future version?

no, it’s not planned or implemented.

  1. From someone who’s more familiar with the internals of RT, is this
    even reasonable to attempt considering the extra overhead of creating
    and maintaining a potentially large custom patch?

It’s not that hard to implement. Find ColumnMap files in share/html dir.

Best regards, Ruslan.

Hi Jérôme,

I’m looking to have RT display a selection of essential requestor
attributes (ie. WorkPhone) in a column on the ticket search result
page(s). I understand that the current stable version, RT 3.8.7, can’t
do this.

as long as you have updated the users information in the database this
shouldn’t be a problem

I haven’t dug in very deep into the code, but I understand that some
important modifications might need to be made to make this happen.

I don’t think so, and there is already slots in the database for this
information, so it may just be adding to the sql queries for each reqiestor
(who are usually created as users)

So before going any further, I’d like to know:

  1. Is this functionality already planned for a future version?

I have no answer for this

  1. From someone who’s more familiar with the internals of RT, is this
    even reasonable to attempt considering the extra overhead of creating
    and maintaining a potentially large custom patch?

Honestly I think you are making this bigger than it needs to be, as in most
cases the requestor is a user in the database, and the users database has
the required spots for contact information, you may need to change a couple
of queries, and add some html to a couple of pages. For all intents and
purposes the the data i s there. My assumption is that this should be a
relatively small patch.

Thanks,
Bill2010/3/9 Jérôme Charaoui jcharaoui@cmaisonneuve.qc.ca

Hi,

I’m looking to have RT display a selection of essential requestor
attributes (ie. WorkPhone) in a column on the ticket search result
page(s). I understand that the current stable version, RT 3.8.7, can’t
do this.

I haven’t dug in very deep into the code, but I understand that some
important modifications might need to be made to make this happen.

So before going any further, I’d like to know:

  1. Is this functionality already planned for a future version?

  2. From someone who’s more familiar with the internals of RT, is this
    even reasonable to attempt considering the extra overhead of creating
    and maintaining a potentially large custom patch?

Thanks,


Jérôme Charaoui
Service informatique - Collège de Maisonneuve


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Kevin Falcone a écrit :> On Tue, Mar 09, 2010 at 03:26:31PM -0500, Jérôme Charaoui wrote:

Hi,

I’m looking to have RT display a selection of essential requestor
attributes (ie. WorkPhone) in a column on the ticket search result
page(s). I understand that the current stable version, RT 3.8.7, can’t
do this.

I haven’t dug in very deep into the code, but I understand that some
important modifications might need to be made to make this happen.

So before going any further, I’d like to know:

  1. Is this functionality already planned for a future version?

I’m unaware of any plans

  1. From someone who’s more familiar with the internals of RT, is this
    even reasonable to attempt considering the extra overhead of creating
    and maintaining a potentially large custom patch?

If a clean patch was proposed, we’d look at folding it into trunk.

Thanks to the helpful pointers I received, I was able to add the field
quite painlessly. I can see that it’s easy to access the Requestor
attributes in this context. For the record, at least these two files
need to be modified :

share/html/Search/Elements/BuildFormatString
share/html/Elements/RT__Ticket/ColumnMap

Now, I’d be interested to create a nice patch for trunk, but first I
need opinions on how we could do this properly considering a ticket can
have multiple requestors, hence multiple RealName, WorkPhone, etc. values.

I think it could either be :

a) Provide a distinct column for each requestor attribute, where the
value for each requestor would be seperated by a comma, like the
existing Requestor column.

b) Provide a distinct column for each requestor attribute like a), but
instead only display the values from the “first” requestor.

c) Display the extra attributes in the Requestor column through a
user-defined filter where the extra fields could be defined from a
config variable, in way similar to DefaultSearchResultFormat.

Jérôme Charaoui
Service informatique - Collège de Maisonneuve