Ticket info displayed in header

Hello all,
New RT user here. Everything is up and running great, and we’re testing
the system for a possible enterprise deployment.

One user has a request regarding the insertion of the queue name in the
header of the ticket when viewing the ticket in the web interface (using
the web2 theme). As it stands, RT displays the ID# and Subject of the
ticket. Is it possible to display as follows?

Queue Name + ID # + Subject

Thank you in advance for any advice you can offer.

RT3.8.4 on CentOS 5.3, Apache 2.2.3 mod/perl

  • Sean

Hello all,
New RT user here. Everything is up and running great, and we’re testing
the system for a possible enterprise deployment.

One user has a request regarding the insertion of the queue name in the
header of the ticket when viewing the ticket in the web interface (using
the web2 theme). As it stands, RT displays the ID# and Subject of the
ticket. Is it possible to display as follows?

Queue Name + ID # + Subject

Thank you in advance for any advice you can offer.

you can do that:

copy share/html/Ticket/Display.html to local/html/Ticket/Display.html

change Title value at beginning:

<& /Elements/Header,
Title => loc("#[_1]: [_2]", $TicketObj->Id, $TicketObj->Subject),
LinkRel => %link_rel &>
[…]

(use $Queue->Name)

clear mason cache and restart apache

but I don’t think it’s a good idea to add queue name because subject
will be truncated to fit in the max length of header…

Hello all,
New RT user here. Everything is up and running great, and we’re testing
the system for a possible enterprise deployment.

One user has a request regarding the insertion of the queue name in the
header of the ticket when viewing the ticket in the web interface (using
the web2 theme). As it stands, RT displays the ID# and Subject of the
ticket. Is it possible to display as follows?

Queue Name + ID # + Subject

Thank you in advance for any advice you can offer.

you can do that:

copy share/html/Ticket/Display.html to local/html/Ticket/Display.html

change Title value at beginning:

<& /Elements/Header,
Title => loc("#[_1]: [_2]", $TicketObj->Id, $TicketObj->Subject),
LinkRel => %link_rel &>
[…]

(use $Queue->Name)

clear mason cache and restart apache

but I don’t think it’s a good idea to add queue name because subject
will be truncated to fit in the max length of header…

I will add a second to the do not use queue name camp. It also gets
very ugly if a ticket changes queues. Maybe your setup is so simple
that you only have a single queue now and forever, but if so, is
it really going to stay that way. Also, if you rename a queue all
of the subjects have the old name embedded.

My two cents,
Ken

Thank you, Ken and Emmanuel. It’s nice to have the insight on how
something like this might be done. Your argument against the idea makes
sense to me and I’ll forgo making this change, we have a dozen queues
and I would hate to see the mess this might create some time down the
line. I really appreciate the help!

  • Sean

Kenneth Marshall wrote:> On Wed, Aug 19, 2009 at 09:42:57PM +0200, Emmanuel Lacour wrote:

On Wed, Aug 19, 2009 at 11:45:45AM -0700, spark wrote:

Hello all,
New RT user here. Everything is up and running great, and we’re testing
the system for a possible enterprise deployment.

One user has a request regarding the insertion of the queue name in the
header of the ticket when viewing the ticket in the web interface (using
the web2 theme). As it stands, RT displays the ID# and Subject of the
ticket. Is it possible to display as follows?

Queue Name + ID # + Subject

Thank you in advance for any advice you can offer.

you can do that:

copy share/html/Ticket/Display.html to local/html/Ticket/Display.html

change Title value at beginning:

<& /Elements/Header,
Title => loc("#[_1]: [_2]", $TicketObj->Id, $TicketObj->Subject),
LinkRel => %link_rel &>
[…]

(use $Queue->Name)

clear mason cache and restart apache

but I don’t think it’s a good idea to add queue name because subject
will be truncated to fit in the max length of header…

I will add a second to the do not use queue name camp. It also gets
very ugly if a ticket changes queues. Maybe your setup is so simple
that you only have a single queue now and forever, but if so, is
it really going to stay that way. Also, if you rename a queue all
of the subjects have the old name embedded.

My two cents,
Ken


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I will add a second to the do not use queue name camp. It also gets
very ugly if a ticket changes queues. Maybe your setup is so simple
that you only have a single queue now and forever, but if so, is
it really going to stay that way. Also, if you rename a queue all
of the subjects have the old name embedded.

We have a dozen queues and have never had any problem–related
to moving things around–with the use of [Site Queue #] as the tag.
As previously noted, RT generally routes tickets by ID, not queue,
so there’s no real risk from response to an old message with prior
queue here; queue-specific tags are another matter entirely.

As an alternative though, you could change your templates to include
the queue in an extended header e.g; X-RT-Queue:
While it doesn’t stand as much for staff reading email notices, it still
allows you to filter.
Cambridge Energy Alliance: Save money. Save the planet.

Thanks, Jerrad! Perhaps I will give it a run on this test server and see
what happens in our queue arrangement.

Jerrad Pierce wrote:

I will add a second to the do not use queue name camp. It also gets
very ugly if a ticket changes queues. Maybe your setup is so simple
that you only have a single queue now and forever, but if so, is
it really going to stay that way. Also, if you rename a queue all
of the subjects have the old name embedded.

We have a dozen queues and have never had any problem–related
to moving things around–with the use of [Site Queue #] as the tag.
As previously noted, RT generally routes tickets by ID, not queue,
so there’s no real risk from response to an old message with prior
queue here; queue-specific tags are another matter entirely.

As an alternative though, you could change your templates to include
the queue in an extended header e.g; X-RT-Queue:
While it doesn’t stand as much for staff reading email notices, it still
allows you to filter.

Cambridge Energy Alliance: Save money. Save the planet.

I did not mean to imply that there were any problems with the
actual moving of messages. Just that the subject now contains
embedded references to the previous queue name. That makes it
confusing when trying to thread E-mail messages that depend
on the subject for proper threading, for example.

Cheers,
Ken