Trying to modify the Quick Ticket function

RT Users
1

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
it’s function

(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

<&|/l&>Update Type: % if ($CanComment) { <&|/l&>Comments (Not sent to requestors) % } % if ($CanRespond) { <&|/l&>Reply to requestors % } % $m->callback( %ARGS, CallbackName => 'AfterUpdateType' );

I simply tried to splice this
into /opt/rt3/share/html/Elements/QuickCreate

<&|/l&>Content: <&|/l&>Update Type: % if ($CanComment) { <&|/l&>Comments (Not sent to requestors) % } % if ($CanRespond) { <&|/l&>Reply to requestors % } % $m->callback( %ARGS, CallbackName => 'AfterUpdateType' ); <& /Elements/Submit, Label => loc('Create') &>

% $m->callback( CallbackName => ‘EndOfList’, TicketObj => $TicketObj, %
ARGS );

<%INIT>

my $CanRespond = 1;
my $CanComment = 1;
my $checks_failure = 0;
my $title;

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”];

</%INIT>

<%ARGS>

$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
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590

2

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 it’s
function

(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

<&|/l&>Update Type: % if ($CanComment) { <&|/l&>Comments (Not sent to requestors) % } % if ($CanRespond) { <&|/l&>Reply to requestors % } % $m->callback( %ARGS, CallbackName => 'AfterUpdateType' );

I simply tried to splice this
into /opt/rt3/share/html/Elements/QuickCreate

<&|/l&>Content: <&|/l&>Update Type: % if ($CanComment) { <&|/l&>Comments (Not sent to requestors) % } % if ($CanRespond) { <&|/l&>Reply to requestors % } % $m->callback( %ARGS, CallbackName => 'AfterUpdateType' ); <& /Elements/Submit, Label => loc('Create') &>

% $m->callback( CallbackName => ‘EndOfList’, TicketObj => $TicketObj, %
ARGS );

<%INIT>

my $CanRespond = 1;
my $CanComment = 1;
my $checks_failure = 0;
my $title;

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”];

</%INIT>

<%ARGS>

$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
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590

Hi Chris,

I can think of several ways to do this. If you only need this function
for a several queues, make a shadow queue for each queue called qt:queue
to place them near each other. Then configure the scrips for your shadow
queue to assign/process the queue as describe. Another way is to have
creation using the quick ticket method set a global custom field and use
that to trigger your alternate processing.

Cheers,
Ken