On Thu, May 26, 2011 at 11:45:22AM -0400, Chris Hall wrote: > Good times... good times... I got it working, so gotta share my > modifications w/ everyone. In > fact, I would have had it working a LONG time ago, but I had neglected 1 > major step: removing > all the old mason_data info! So for anybody who wants to add queue > information to your > reply/comments section, edit share/html/Update.html in the following way:
You should check http://requesttracker.wikia.com/wiki/Customizing to see if you could have done this with a callback instead. Hopefully you're not editing in-place, otherwise you're complicating your upgrade options. -kevin > <& /Ticket/Elements/EditBasics, > TicketObj => $TicketObj, > InTable => 1, > fields => [ > { name => 'Status', > comp => '/Elements/SelectStatus', > args => { > Name => 'Status', > DefaultLabel => loc("[_1] (Unchanged)", loc($TicketObj->Status)), > Default => $ARGS{'Status'} || ($TicketObj->Status eq $DefaultStatus ? > undef : $DefaultStatus), > TicketObj => $TicketObj, > QueueObj => $TicketObj->QueueObj > }, > }, > { name => 'Queue', > comp => '/Elements/SelectQueue', > args => { > Name => 'Queue', > Default => $ARGS{'Queue'} || $TicketObj->QueueObj->Id, > ShowNullOption => 0, > } > }, > { name => 'Owner', > comp => '/Elements/SelectOwner', > args => { > Name => "Owner", > TicketObj => $TicketObj, > QueueObj => $TicketObj->QueueObj, > DefaultLabel => loc("[_1] (Unchanged)", $m->scomp('/Elements/ShowUser', > User => > $TicketObj->OwnerObj)), > Default => $ARGS{'Owner'} > } > }, > { name => 'Worked', > comp => '/Elements/EditTimeValue', > args => { > Name => 'UpdateTimeWorked', > Default => $ARGS{UpdateTimeWorked}||'', > InUnits => $ARGS{'UpdateTimeWorked-TimeUnits'}||'minutes', > } > }, > ] > &> > The new stuff is the name => 'Queue' > and REMEMBER! when you're done, to rm -rf /opt/rt4/var/mason_data/* > otherwise you'll be banging your head for hours wondering how you can > change damn near > ANYTHING and yet NOTHING changes when you reload your webserver. Eh, > lesson learned the hard > way I guess. :) > > On Thu, May 26, 2011 at 11:06 AM, Yan Seiner <[1]y...@seiner.com> wrote: > > We do something similar. We have engineering and construction queues. > > When Engineering is done with design and the job is ready to go to the > crews, we move it to construction queue. Right now it involves the > following steps: > > 1. Change the queue > 2. Change the owner to the Construction Manager > 3. Move the old owner to AdminCC > 4. Remove engineering mgr from AdminCCs > 5. Add dispatch as AdminCC > > Since the people filling the roles don't necessarily have the same > permisisons in both queues, this takes a few trips around the various RT > screens. It would be nice to have all of this on one screen. > > On Thu, May 26, 2011 7:42 am, Chris Hall wrote: > > Sure Kenn, I'll elaborate.. and again, I had this working in 3.8.8.. it > > just > > seems more... difficult to dirty hack in on 4.0.0. For example: > > > > Queue 1: Level 1 support > > Queue 2: Level 2 support > > > > > > Customer calls in and the guys at level 1 open a ticket in their queue > for > > the person's problem. > > > > 1 hr later they call back to level 1.. they are still having a problem. > > It's time to pass this on to the Level 2 guys. > > > > The level 1 guys want to click "comment" (or reply.. whatever) on the > > ticket, and annotate that customer 1 is having problems beyond their > scope > > of responsibility. It's time for level 2 to take over. On this same > > page, > > they wish to change the queue to "Level 2 support", so that, upon > updating > > the ticket: > > > > 1. their notes are saved to the ticket > > 2. the ticket is moved to the appropriate queue > > > > > > > > > > On Thu, May 26, 2011 at 10:34 AM, Kenneth Crocker > <[2]kfcroc...@lbl.gov> > > wrote: > > > >> Chris, > >> > >> I'm not sure I understand what you're asking. You wrote "so that my > user > >> base can change the queue when updating or replying to tickets". Why > in > >> the > >> world would you want to do this? Tickets reside in a Queue, so how > could > >> RT > >> find that ticket if you were sending an update to a different Queue? > >> Again, > >> I'm sure I read this incorrectly (that happens a lot with me ;-). > Could > >> you > >> explain this a little differently, perhaps? > >> > >> Kenn > >> LBNL > >> > >> > >> On Thu, May 26, 2011 at 6:58 AM, Chris Hall <[3]hir...@gmail.com> > wrote: > >> > >>> Hello all, > >>> > >>> I was wondering if I could get a hand with a change I wanted to make > on > >>> our end. In fact, I was able to change this in 3.8.8 days, but the > >>> changes > >>> don't work on 4.0.0. I want to add to the "Ticket and Transaction" > >>> section > >>> a "Queue" option, so that my user base can change the queue when > >>> updating or > >>> replying to tickets without having to go through the extra steps of > >>> going to > >>> basic and changing it there once the ticket has been updated. I've > >>> tried > >>> several modifications to the code, but nothing seems to give me the > >>> results > >>> I'm looking for. > >>> > >>> Is anybody able to offer any assistance on adding this dropdown into > >>> the > >>> Ticket and Transaction field? > >>> > >> > >> > > > > > > !DSPAM:4dde672e237401804284693! > > > > -- > My daughter is racing a triathlon to raise money for her swim club. Want > to help? > > [4]http://akari.seiner.com > > References > > Visible links > 1. mailto:y...@seiner.com > 2. mailto:kfcroc...@lbl.gov > 3. mailto:hir...@gmail.com > 4. http://akari.seiner.com/
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