Rt 4.0.4 - can rt-extension-formtools modify layout of ticket fields?

Can rt-extension-formtools allow modifying the field layout in RT4.0.4? If there is documentation for this add on or an example of its use somewhere that would be helpful.

Thanks,
Jim Lesinski

Hi,

Not sure, can’t find much information on the extension.

Can you provide some links, or insights on your efforts up to this point?

– Bart

Op 29 januari 2012 19:52 schreef Jim Lesinski jim.lesinski@gmail.com het
volgende:

Can rt-extension-formtools allow modifying the field layout in RT4.0.4? If there is documentation for this add on or an example of its use somewhere that would be helpful.

rt-extension-formtools is for building custom forms, not for modifying
the default layout of Ticket/Create.html or Ticket/Update.html

-kevin

Are the custom fields used to push data into the tickets somehow? If so that may be sufficient for our need.

Thanks,
Jim LesinskiOn Jan 30, 2012, at 7:28 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Sun, Jan 29, 2012 at 07:52:27PM +0100, Jim Lesinski wrote:

Can rt-extension-formtools allow modifying the field layout in RT4.0.4? If there is documentation for this add on or an example of its use somewhere that would be helpful.

rt-extension-formtools is for building custom forms, not for modifying
the default layout of Ticket/Create.html or Ticket/Update.html

-kevin

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston � March 5 & 6, 2012

Hi,

Could you explain what your trying to achieve? Maybe we can give some input
on the options that you have (we’re kinda shooting in the dark now).

A CF is an extra field which can have predefined input or contains open
input. It’s considered extra information for a ticket.

In our case we have a set of the following CF’s (as an example):

  • Ticket type (incident, problem, change, etc.), done with a dropdown
    menu.
  • Item A, B and C (CI items), done with a dropdown menu.
  • Requestor organization, based on the organization set at the requestor
    we fill this field with that value (handy for the ticket overview / search
    capabilities).

So I guess you could say that a CF adds information to a ticket, depending
on your scrips it could even set a comment upon setting a value in a CF.

– Bart

Op 30 januari 2012 22:20 schreef Jim Lesinski jim.lesinski@gmail.com het
volgende:

Sure. We’re still looking at RT, but I am familiar with the concept of custom fields as they are used in various systems that we currently use (ie SharePoint, MSCRM, Umbraco, various others, etc)

Currently I am trying to understand what our options are for arranging the custom fields to capture data from both the end user (employee) submitting a request and the employee responding to the request.

As I understand it currently, we can integrate a custom web form via the rest interface to capture end user input.

Ideally I would like to arrange the default portal forms in something other than a single or two column layout. Additionally I would like to arrange the owners view of the fields to more than a single or two column layout.

I was hoping formtools would assist in achieving this. I have read other articles suggesting the use of a custom page which is redirected to based on the queue that is loaded.

Does that help?

Thanks,
Jim LesinskiOn Jan 31, 2012, at 10:18 AM, Bart bart@pleh.info wrote:

Hi,

Could you explain what your trying to achieve? Maybe we can give some input on the options that you have (we’re kinda shooting in the dark now).

A CF is an extra field which can have predefined input or contains open input. It’s considered extra information for a ticket.

In our case we have a set of the following CF’s (as an example):
Ticket type (incident, problem, change, etc.), done with a dropdown menu.
Item A, B and C (CI items), done with a dropdown menu.
Requestor organization, based on the organization set at the requestor we fill this field with that value (handy for the ticket overview / search capabilities).
So I guess you could say that a CF adds information to a ticket, depending on your scrips it could even set a comment upon setting a value in a CF.

– Bart

Op 30 januari 2012 22:20 schreef Jim Lesinski jim.lesinski@gmail.com het volgende:
Are the custom fields used to push data into the tickets somehow? If so that may be sufficient for our need.

Thanks,
Jim Lesinski

On Jan 30, 2012, at 7:28 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Sun, Jan 29, 2012 at 07:52:27PM +0100, Jim Lesinski wrote:

Can rt-extension-formtools allow modifying the field layout in RT4.0.4? If there is documentation for this add on or an example of its use somewhere that would be helpful.

rt-extension-formtools is for building custom forms, not for modifying
the default layout of Ticket/Create.html or Ticket/Update.html

-kevin

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston � March 5 & 6, 2012

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5 & 6, 2012

As I understand it currently, we can integrate a custom web form via the rest interface to
capture end user input.
Ideally I would like to arrange the default portal forms in something other than a single or
two column layout.

This is what RT-Extension-FormTools was designed to do (except it uses
the normal RT API, rather than the REST API, and runs inside RT so
that it can track who is logged in and include that information in the
ticket). It’s intended to be used in place of the normal SelfService
"Create New Ticket" links.

Additionally I would like to arrange the owners view of the fields to more
than a single or two column layout.
I was hoping formtools would assist in achieving this. I have read other articles suggesting
the use of a custom page which is redirected to based on the queue that is loaded.

Unfortunately, the owner view inside RT these days is mostly limited
to that one or two column view. There are a few extensions to move
things around, but RT-Extension-FormTools really isn’t the solution
you’re looking for here.

There are callbacks in place to allow you to rejigger the Custom
Fields on Modify.html or insert them into Update.html, and folks often
make a number of customizations using them.

-kevin