We have an existing RT 3.8.8 instance and our helpdesk manager has
noticed that they’re creating a lot of similar tickets. We have several
custom fields definied and he’d like to be able to create certain
pre-defined ticket types that would automatically fill in the
appropriate values for these (mandatory) custom fields.
I’m thinking that RT-Extension-FormTools will work, but I have no idea
how to put together a custom page with it. Are there any examples
anywhere I could look at for inspiration?
We have an existing RT 3.8.8 instance and our helpdesk manager has
noticed that they’re creating a lot of similar tickets. We have several
custom fields definied and he’d like to be able to create certain
pre-defined ticket types that would automatically fill in the
appropriate values for these (mandatory) custom fields.
I’m thinking that RT-Extension-FormTools will work, but I have no idea
how to put together a custom page with it. Are there any examples
anywhere I could look at for inspiration?
I’m not sure that’s the tool you’re looking for.
RT-Extension-FormTools is for building custom ticket creation forms.
I’d probably modify the QuickCalls extension to support Custom Fields
and use that to give them a list of “common ticket types”. I can’t
remember if it’s been updated to support CFs or not, so you might get
lucky.
-kevin
David,
I’m not sure if this would work for you, but I’ve lalways used a script to
pre-fill any other ticket fields (CF’s or otherwise) based on the existing
values of some other field.
If you know what those values are and they are consistent, that might work.
KennOn Tue, Mar 27, 2012 at 5:36 PM, Kevin Falcone falcone@bestpractical.comwrote:
On Tue, Mar 27, 2012 at 03:08:53PM -0700, David Good wrote:
We have an existing RT 3.8.8 instance and our helpdesk manager has
noticed that they’re creating a lot of similar tickets. We have several
custom fields definied and he’d like to be able to create certain
pre-defined ticket types that would automatically fill in the
appropriate values for these (mandatory) custom fields.
I’m thinking that RT-Extension-FormTools will work, but I have no idea
how to put together a custom page with it. Are there any examples
anywhere I could look at for inspiration?
I’m not sure that’s the tool you’re looking for.
RT-Extension-FormTools is for building custom ticket creation forms.
I’d probably modify the QuickCalls extension to support Custom Fields
and use that to give them a list of “common ticket types”. I can’t
remember if it’s been updated to support CFs or not, so you might get
lucky.
-kevin
We have an existing RT 3.8.8 instance and our helpdesk manager has
noticed that they’re creating a lot of similar tickets. We have several
custom fields definied and he’d like to be able to create certain
pre-defined ticket types that would automatically fill in the
appropriate values for these (mandatory) custom fields.
I’m thinking that RT-Extension-FormTools will work, but I have no idea
how to put together a custom page with it. Are there any examples
anywhere I could look at for inspiration?
I’m not sure that’s the tool you’re looking for.
RT-Extension-FormTools is for building custom ticket creation forms.
I’d probably modify the QuickCalls extension to support Custom Fields
and use that to give them a list of “common ticket types”. I can’t
remember if it’s been updated to support CFs or not, so you might get
lucky.
You’re right – QuickCalls is exactly what we need. You can set Custom
Fields as well, you just have to know the field’s ID and then to set its
value you’d use ‘CustomField-’ instead of the field name, like this:
Set($QuickCalls,
[
{
Name => ‘New Account Request’,
Queue => ‘Helpdesk’,
Status => ‘open’,
‘CustomField-3’ => ‘Your desired Custom Field value’,
SetOwnerToCurrentUser => 1,
},
]
);
The SetOwnerToCurrentUser option is nice, too. It should probably be
documented somewhere – I only found it when I was poking around trying
to figure out how to set Custom Field values.
You’re right – QuickCalls is exactly what we need. You can set Custom
Fields as well, you just have to know the field’s ID and then to set its
value you’d use ‘CustomField-’ instead of the field name, like this:
Oh, good, that was my guess but I wasn’t sure. It get’s complicated
to load CFs by name.
Set($QuickCalls,
[
{
Name => ‘New Account Request’,
Queue => ‘Helpdesk’,
Status => ‘open’,
‘CustomField-3’ => ‘Your desired Custom Field value’,
SetOwnerToCurrentUser => 1,
},
]
);
The SetOwnerToCurrentUser option is nice, too. It should probably be
documented somewhere – I only found it when I was poking around trying
to figure out how to set Custom Field values.
Feel free to send a doc patch over to the rt.cpan queue. I believe
the feature was contributed as a patch and the lazy applier (probably
me) forgot to request docs or write them.
-kevin