On the dashboard (is that it - the “home”?) there is this neat thing
called “Quick Ticket Creation”.
Because of the way we do things, this area is really only useful to us
to “log quickie, one time events”. That is,
- if one of the IT folks need to create a ticket with some actual
content, we use the “new ticket in” button at the top.
- users create tickets by sending us email (ie. they do NOT have
accounts in RT).
Thus, since we want to use the Quick Ticket area for “event logging”,
there are a couple of things we are trying to accomplish by modifying
(1) the ticket needs to have the status set to “Resolved”
(2) it does NOT send email to the requestor (at all, ever).
note that we DO want to send email to the requestor from other
functions, so we do NOT want to blow away the ability to send email when
we set a “normal” ticket to resolved.
I am trying to make this change in RT by modifying the Mason script.
/opt/rt3/share/html/Ticket/ModifyAll.html has the following section
I simply tried to splice this
% $m->callback( CallbackName => ‘EndOfList’, TicketObj => $TicketObj, %
my $CanRespond = 1;
my $CanComment = 1;
my $checks_failure = 0;
Things needed in the template - we’ll do the processing here, just
for the convenience:
my ($CommentDefault, $ResponseDefault);
$CommentDefault = qq[ selected=“selected”];
$ResponseDefault = qq[ selected=“selected”];
$TicketObj => undef
Problem #1 is that this generates two tickets
Problem #2 is that it is sending a reply to the requestor (actually 2
replies, but that is probably due to Problem #1).
Is this even the right way to go about trying to implement his feature
change? Or am I barking up the wrong tree?
Chris Barnes AOL IM: CNBarnes
email@example.com Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: firstname.lastname@example.org
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590