RT SelfService

RT Users
1

Team,

I have a number of my users who need the occasional privileged user
status so they have that box checked in their user profile but they get
confused when they want to submit a ticket the normal way. I see if
they go to http://rt/SelfService they can get to the usual selfservice
screen. Is there an easy way to add that URL to the Left Nav menu so
they can click on the link rather than having to remember the URL?

-Steve

2

At Friday 8/11/2006 11:20 AM, Steve Berg wrote:

Team,

I have a number of my users who need the occasional privileged user
status so they have that box checked in their user profile but they
get confused when they want to submit a ticket the normal way. I
see if they go to http://rt/SelfService they can get to the usual
selfservice screen. Is there an easy way to add that URL to the
Left Nav menu so they can click on the link rather than having to
remember the URL?

-Steve

Steve,

You can add items to the menu through a callback. This works for
3.4.2, not sure about higher versions. Create a file
$RTHOME/local/html/Callbacks/XXXX/Elements/Tabs/Default (XXXX can be
whatever you choose).

Contents of the new file should be something like this:

<%args>
$topactions => undef,
$toptabs => undef
</%args>

<%init>
$toptabs->{Za} = { title => ‘Self Service’,
path => “/SelfService”,
};
</%init>

(The ‘Za’ string will place this entry at the bottom of the other
entries. You can play around with this value to position the entry
elsewhere - e.g.‘Aa’ would place it between the RT Home and Tickets links).

Steve

3

Hey Steve,

Thanks for the quick reply. I tried this and I get the link displaying
on the main menu, but the link goes to the wrong address -
http://selfservice/.

I couldn’t work out where it was getting this URL from since the case is
all lowercase!

Any ideas?

-Steve

Stephen Turner wrote:

4

At Friday 8/11/2006 12:52 PM, Steve Berg wrote:

Hey Steve,

Thanks for the quick reply. I tried this and I get the link
displaying on the main menu, but the link goes to the wrong address

I couldn’t work out where it was getting this URL from since the
case is all lowercase!

Any ideas?

-Steve

Stephen Turner wrote:
$toptabs->{Za} = { title => ‘Self Service’,

              path => "/SelfService",

Steve,

Try putting the full URL in the ‘path’ bit.

Steve

5

I’ve had a look through the archives but haven’t been able to spot a
solution to this problem: I would like to reorder the subject line of
the auto reply to move the ticket ID to the end. For example, our
subject lines look like this:

RE: [domain.com #185] Printer is stuffed in room X

I would like to change it thus:

RE: Printer is stuffed in room X [domain.com #185]

Is this possible?

6

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Andrew Chapman wrote:

I’ve had a look through the archives but haven’t been able to spot a
solution to this problem: I would like to reorder the subject line of
the auto reply to move the ticket ID to the end. For example, our
subject lines look like this:

RE: [domain.com #185] Printer is stuffed in room X

I would like to change it thus:

RE: Printer is stuffed in room X [domain.com #185]

Is this possible?

Andrew,

I’m pretty sure you’ll have to modify the code in
<rt_root>/lib/RT/Actions/SendEmail.pm to make this change.

you could try putting a Subject: header line in your template, but if
memory serves, the ticket domain and number will still be prepended to that.

Hope this helps.

Alan
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7

Hi Andrew,

I’ve had a look through the archives but haven’t been able to
spot a solution to this problem: I would like to reorder the
subject line of the auto reply to move the ticket ID to the
end. For example, our subject lines look like this:

RE: [domain.com #185] Printer is stuffed in room X

I would like to change it thus:

RE: Printer is stuffed in room X [domain.com #185]

Is this possible?

Indeed it is. Assuming you’re using RT 3.4.x I have a very simple patch

to do just what you want:

--- lib/RT/Action/SendEmail.pm 2006-03-02 12:24:18.000000000 +0000 +++ lib/RT/Action/SendEmail.pm 2005-10-11 01:01:50.000000000 +0100 @@ -721,7 +721,7 @@ unless ( $sub =~ /\Q$tag\E/ ) { $sub =~ s/(\r\n|\n|\s)/ /gi; chomp $sub; - $self->TemplateObj->MIMEObj->head->replace( 'Subject', "$tag $sub" ); + $self->TemplateObj->MIMEObj->head->replace( 'Subject', "$sub $tag" ); } }

Hope that helps.

Regards, Ian.

8

That’s in the templates. Check the wiki for how to customize them.

Alan Premselaar wrote:

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Andrew Chapman wrote:

I’ve had a look through the archives but haven’t been able to spot a
solution to this problem: I would like to reorder the subject line of
the auto reply to move the ticket ID to the end. For example, our
subject lines look like this:

RE: [domain.com #185] Printer is stuffed in room X

I would like to change it thus:

RE: Printer is stuffed in room X [domain.com #185]

Is this possible?

Andrew,

I’m pretty sure you’ll have to modify the code in
<rt_root>/lib/RT/Actions/SendEmail.pm to make this change.

you could try putting a Subject: header line in your template, but if
memory serves, the ticket domain and number will still be prepended to that.

Hope this helps.

Alan
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Version: GnuPG v1.4.1 (Darwin)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

iD8DBQFE4AT+E2gsBSKjZHQRAqkGAKDXDHolE8VDPsgi7hZcFiVO+5ypzwCfc0tP
YGFGJP2Ffz3v3Sc8pOpAtTg=
=s8u6
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University of Cincinnati

9

Hello,

In Use of the SelfService interface can create a user with password manually
without automatic generation of password?

If yes how can I do it ?

Thank you for all