[rt-users] Adding Template content to the reply box
Hi all, I have just made 29 templates and made a custom field containing all the names of the templates. The user chooses the template, replies to a ticket and includes all the variables in the transaction content. However, they do not want it to work in this way. They want it to have this behaviour: When the user selects the custom field value for the template, it will insert the contents of that template into the body of the reply so they can edit anything that needs to be changed/included before sending. Is there a way to do this? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Adding-Template-content-to-the-reply-box-tp57957.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Adding Template content to the reply box
Sounds like you're after articles: https://www.bestpractical.com/docs/rt/latest/customizing/articles_introduction.html http://requesttracker.wikia.com/wiki/Articles On 17 July 2014 22:04, AJ aaron.mccar...@southwestern.ie wrote: Hi all, I have just made 29 templates and made a custom field containing all the names of the templates. The user chooses the template, replies to a ticket and includes all the variables in the transaction content. However, they do not want it to work in this way. They want it to have this behaviour: When the user selects the custom field value for the template, it will insert the contents of that template into the body of the reply so they can edit anything that needs to be changed/included before sending. Is there a way to do this? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Adding-Template-content-to-the-reply-box-tp57957.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] How can you use requestor info in custom field
When a ticket is emailed in I want the requestors location to be auto populated into my custom field location. My user profile automatically detects their location in their user profile -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-can-you-use-requestor-info-in-custom-field-tp57959.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Daily report time worked
My boss wants a daily report of time worked from the tickets in RT. The problem is if the same ticket is worked on over a couple of days the report totals up the time worked field instead of the time worked on that day. For example lets say I opened a ticket Tuesday and I worked on it for 45 mins so the time worked field says 45 minutes. Then on Wednesday I work 30 minutes on the same ticket the time worked now shows 1hr15mins Then Thursday I work another 15 minutes it will now say 1hr30minutes. Any ideas on how to capture just the added minutes -- View this message in context: http://requesttracker.8502.n7.nabble.com/Daily-report-time-worked-tp57962.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Custom Field values driving the contents of other custom fields
First, we are on RT 3.8.10 (I know, it's old!!!) and I searched google/listserv and the extensions list on BP's site and didn't find anything that looked like this... Is there functionality out there for RT that allows 1 custom field's value to dictate the values available in another custom field? I could see this being possible through some sort of customization, but I'm hoping not to have to go there Thoughts? -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Help with setting RT Due Date
Alex
Thank you very much for the code snippet. It worked like a charm!!
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
Message: 9
Date: Thu, 17 Jul 2014 00:57:44 +1000
From: Alex Peters a...@peters.net
To: rt-users@lists.bestpractical.com
rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Help with setting RT Due Date
Message-ID:
CAFdkmpscs5-5r=v+3utiowaz10wtdupb6rnwyjdhvt8uemm...@mail.gmail.com
Content-Type: text/plain; charset=utf-8
You can use something like:
$self-TicketObj-FirstCustomFieldValue('Need-By-Date')
to retrieve the value of the custom field. Because the custom field is
free-form text and the date could be entered in any format, it is probably
wisest to run the field through an RT::Date object (to manage the free-form
parsing via Time::ParseDate) and then apply that to the ticket:
my $date = RT::Date-new($self-TransactionObj-CreatorObj);
$date-Set(
Value = $self-TicketObj-FirstCustomFieldValue('Need-By-Date'),
Format = 'unknown',
);
$self-TicketObj-SetDue($date-ISO);
This code is untested and doesn't take into account an unparseable date. I
would guess that if the user enters an unparseable date, the Due date will
simply remain unset.
You mention errors of various kinds in your earlier post. It could be
useful to see both those errors and the code triggering those errors.
On 17 July 2014 00:45, Alex Peters a...@peters.net wrote:
-- Forwarded message --
From: Joe Kirby ki...@umbc.edu
Date: 16 July 2014 21:24
Subject: Re: [rt-users] Help with setting RT Due Date
To: Alex Peters a...@peters.net
Thank you. I had forgotten that but in the end I still have the issue of
trying to update the due date from a CF because I have a web form that
captures this data and I need to populate the due date field
Thank you for responding
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
On Jul 15, 2014, at 10:16 PM, Alex Peters a...@peters.net wrote:
Entry of due date is possible at ticket creation by clicking the Details
tab at the top right of the form.
On 16/07/2014 6:50 am, Joe Kirby ki...@umbc.edu wrote:
I have a need to prompt the user for the desired need by date at ticket
creation. I did not see how to use the RT due date so I created a field
called Need-By-Date and set it up as Mandatory and Select Date.
I need to set the RT Due Date to this value and I keep getting errors of
various kinds.
I did look through the wiki and found AddDays, etc. functions but really
did not see anything that would achieve this.
Can you help?
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
-- next part --
An HTML attachment was scrubbed...
URL:
http://lists.bestpractical.com/pipermail/rt-users/attachments/20140717/b04f8313/attachment-0001.html
Subject: Digest Footer
--
--
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training
rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
--
End of rt-users Digest, Vol 124, Issue 17
*
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
