RTFM howto modify the way how articles are inserted?

Hello,

We created a custom field for RTFM Articles called "Description"
which is an textarea that usually contains an HOWTO that gets replied from
our helpdesk to the requestors.

It will be inserted like this in the ticket:

  1 #9: HOWTO request a password reset.
  2 -----------------------------------
  3 
  4 Description:
  5 -----------
  6 To request a password reset please submit the web form at:
  7 http://somewhere.nowhere.tld/passwords/reset/

We would like to get rid of line 1-5 and only get the content of
the custom field inserted but not the name “Description” nor the Titel of the RTFM article.
We do not want that text as displayed in line 1-5 in the ticket and the reply.

How could we achieve this ?

I think it could be related to this file
./share/html/Callbacks/RTFM/Ticket/Update.html/BeforeMessageBox
But I have no clue how to modify it.

Hints are much appreciated!

cheers, jodok

Hi Jodok,

We created a custom field for RTFM Articles called "Description"
which is an textarea that usually contains an HOWTO that gets
replied from our helpdesk to the requestors.

It will be inserted like this in the ticket:

  1 #9: HOWTO request a password reset.
  2 -----------------------------------
  3 
  4 Description:
  5 -----------
  6 To request a password reset please submit the web form at:
  7 http://somewhere.nowhere.tld/passwords/reset/

We would like to get rid of line 1-5 and only get the content
of the custom field inserted but not the name "Description"
nor the Titel of the RTFM article.
We do not want that text as displayed in line 1-5 in the
ticket and the reply.

How could we achieve this ?

The newest version of RTFM has this as a configurable option.
Alternatively, copy html/RTFM/Article/Elements/Preformatted to your
local tree and apply this patch:

--- local/html/RTFM/Article/Elements/Preformatted 2004-03-31 00:57:43.000000000 +0100 +++ local/html/RTFM/Article/Elements/Preformatted 2006-02-21 19:19:47.000000000 +0000 @@ -16,10 +16,10 @@ %# %# END LICENSE BLOCK

-#<%$Article->Id%>: <%$Article->Name%>
-<%’-’ x length("#".$Article->Id.": “.$Article->Name) %>
+%# #<%$Article->Id%>: <%$Article->Name%>
+%# <%’-’ x length(”#".$Article->Id.": ".$Article->Name) %>

-<% $Article->Summary%>
+%# <% $Article->Summary%>

%my $cfs = $Article->ClassObj->CustomFields;
% while (my $cf = $cfs->Next) {
@@ -31,8 +31,8 @@
% if ($content =~ /<(.{1,5})>/) {
% $content = de_htmlify($content);
% }
-<%$cf->Name%>:
-<%’-’ x length($cf->Name) %>
+%# <%$cf->Name%>:
+%# <%’-’ x length($cf->Name) %>
<%$content%>
% } else {
% my $val = $values->Next;

That’s based on RTFM-2.0.4.

YMMV, there might be better ways of achieving this.

Regards, Ian.

Hello,

We created a custom field for RTFM Articles called "Description"
which is an textarea that usually contains an HOWTO that gets replied from
our helpdesk to the requestors.

Give the latest RTFM 2.2RC a shot. It has options to modify this output.

-j

Thanks Jesse,

I am already running RTFM v2.2.0RC2,
I simply didn’t find that option.
I was just to blind to see it.

For the list: It can be found here:

Configuration -> Classes -> -> Basics
or https://rt3.myserver.tld/rt3/Admin/RTFM/Classes/Modify.html?id=1

Is a bunch of checkboxes like these:

[ ] Include article name
[ ] Include article summary
[ ] Include custom field ‘Description’
[ ] Title
[X] Value

Give the latest RTFM 2.2RC a shot. It has options to modify this output.

Thanks, Jodok