Where is HTML code for Create.html?

RT Users
1

Hi all -

Looking to try something on my system – let me explain.

We have a knowledge base (purchased from Interspire) that have tons and tons
of articles in to help our users answer their own questions.

This knowledge base has something known as Active Response System (ARS).
Basically a system that actively scans a text area for keywords and will
dynamically show a list of articles it thinks pertains to your typing.

What it requires is the following in the section of the page:

And the following for the text area:

I’m hoping I’ll be able utilize this for the “Describe the issue below” text
area in RT – both for privileged and unprivileged people. I just can’t
seem to find where the HTML is held (or generated) for the Create.html page.

Any suggestions?
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu

2

Hi all -

Looking to try something on my system – let me explain.

We have a knowledge base (purchased from Interspire)
that have tons and tons
of articles in to help our users answer their own
questions.

This knowledge base has something known as Active
Response System (ARS).
Basically a system that actively scans a text area for
keywords and will
dynamically show a list of articles it thinks pertains
to your typing.

What it requires is the following in the section
of the page:

And the following for the text area:

I’m hoping I’ll be able utilize this for the “Describe
the issue below” text
area in RT – both for privileged and unprivileged
people. I just can’t
seem to find where the HTML is held (or generated) for
the Create.html page.

Any suggestions?

Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu

Hi Max

The html is held in several areas

You will need to copy /opt/rt3/share/html/Elements/header to
/opt/rt3/local/html/Elements/ for the header section

and

/opt/rt3/share/html/Ticket/Create.html to /opt/rt3/local/html/Ticket for the
body.

hope that helps

regards
Garry

Dr Garry Booth
IT Services
Loughborough University

3

Hi Max

The html is held in several areas

You will need to copy
/opt/rt3/share/html/Elements/header to
/opt/rt3/local/html/Elements/ for the header section

and

/opt/rt3/share/html/Ticket/Create.html to
/opt/rt3/local/html/Ticket for the body.

Hi Max

Just to add, the Header file is used by more than just Create.html. If you
want your modifcations to only appear in Create.html and not in say
Modify.html, change the name of the Header file in
/opt/rt3/local/html/Elements to HeaderCreate (or whatever you fancy) and
then modify your local Create.html so the first line of code (afer the Best
Practical blurb):

<& /Elements/Header,

now reads

<& /Elements/HeaderCreate,

regards
Garry

4

Thanks Garry -

I was able to find everything I asked for!

New question:

How/where would I fit:

into the actual RT code:

<&|/l&>Describe the issue below:
% $m->callback( %ARGS, QueueObj => $QueueObj, CallbackName => 'BeforeMessageBox' ); % if (exists $ARGS{Content}) { <& /Elements/MessageBox, Default => $ARGS{Content}, IncludeSignature => 0 &> % } else { <& /Elements/MessageBox, QuoteTransaction => $QuoteTransaction &> %} % $m->callback( %ARGS, QueueObj => $QueueObj, CallbackName => 'AfterMessageBox' );

I want to keep the page exactly the same, and not mess up anything with any
database interaction – but I’d love to have this ARS from
the knowledge base pop up!
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.eduOn Fri, Aug 13, 2010 at 2:48 AM, G.Booth G.Booth@lboro.ac.uk wrote:

Hi Max

The html is held in several areas

You will need to copy /opt/rt3/share/html/Elements/header to
/opt/rt3/local/html/Elements/ for the header section

and

/opt/rt3/share/html/Ticket/Create.html to /opt/rt3/local/html/Ticket for
the body.

Hi Max

Just to add, the Header file is used by more than just Create.html. If you
want your modifcations to only appear in Create.html and not in say
Modify.html, change the name of the Header file in
/opt/rt3/local/html/Elements to HeaderCreate (or whatever you fancy) and
then modify your local Create.html so the first line of code (afer the Best
Practical blurb):

<& /Elements/Header,

now reads

<& /Elements/HeaderCreate,

regards
Garry

5

Something like this would be great for V4. Search RTFM and send
responses.

Or at least a plugin?From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Max
McGrath
Sent: Friday, August 13, 2010 8:40 AM
To: G.Booth
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Where is HTML code for Create.html?

Thanks Garry -

I was able to find everything I asked for!

New question:

How/where would I fit:

into the actual RT code:

<&|/l&>Describe the issue below</&>:

% $m->callback( %ARGS, QueueObj => $QueueObj, CallbackName =>
‘BeforeMessageBox’ );

% if (exists $ARGS{Content}) {

<& /Elements/MessageBox, Default => $ARGS{Content}, IncludeSignature =>
0 &>

% } else {

<& /Elements/MessageBox, QuoteTransaction => $QuoteTransaction &>

%}

% $m->callback( %ARGS, QueueObj => $QueueObj, CallbackName =>
‘AfterMessageBox’ );


I want to keep the page exactly the same, and not mess up anything with
any database interaction – but I’d love to have this ARS from the
knowledge base pop up!

Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu

6

Hi Max

you’ll have to bear with me, as Im not familiar with the ARS program so Im
trying to visualize what you’re trying to do in my head :-[

I assume you just want the textarea to appear on the Create.html page below
the message box. Two ways spring to ming from the code snippet you sent

  1. use the callback % $m->callback( %ARGS, QueueObj => $QueueObj,
    CallbackName =>
    ‘AfterMessageBox’ ); stick you code in that and off you go

else
2) stick it below/above (your choice)

<& /Elements/Submit, Label => loc("Create")&>

This will position the textarea, but Im not sure if it’ll populate on the
fly happily, you’ll have to call the .js file somehow (via onchange as a
guess). You may need to go down the ajax route for that. Ive something
vaguely similar to this using ajax (not quite perfect as it wrecks the
ability to add more than one attachments to the initial create :-), that
ill send if the above doesnt do what you want.

regards

Garry