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Change Ticket Creation form for only one queue

 

 

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paul.renney at logica

Mar 13, 2012, 3:31 AM

Post #1 of 4 (1095 views)
Permalink
Change Ticket Creation form for only one queue

I've been asked if it's possible to change the 'look and feel' of the Create Ticket and Modify Ticket forms for one particular queue. Care must be taken not to change any of the forms for other queues, and only these forms must be changed.



As well as the colour and font on the forms, there needs to be some bespoke Javascript to guide the user input into certain fields, bespoke placements of fields into different sections which become active at certain points and others.



Is is possible in RT to have a bespoke ticket form for one queue? I think I can make these changes for all queues by changing Create.html, and I've looked into doing it with a custom theme.



I am equally happy with a 'this isn't possible in RT', or a 'this is possible, here's a suggestion how to do it' answer. We are using RT version 4.0.5.



Regards,

Paul


Think green - keep it on the screen.

This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.


falcone at bestpractical

Mar 13, 2012, 8:29 AM

Post #2 of 4 (1037 views)
Permalink
Re: Change Ticket Creation form for only one queue [In reply to]

On Tue, Mar 13, 2012 at 10:31:34AM +0000, Renney, Paul wrote:
> I've been asked if it's possible to change the 'look and feel' of the Create Ticket and Modify
> Ticket forms for one particular queue. Care must be taken not to change any of the forms for
> other queues, and only these forms must be changed.
>
>
>
> As well as the colour and font on the forms, there needs to be some bespoke Javascript
> to guide the user input into certain fields, bespoke placements of fields into different
> sections which become active at certain points and others.
>
>
>
> Is is possible in RT to have a bespoke ticket form for one queue? I think I can make these
> changes for all queues by changing Create.html, and I've looked into doing it with a custom
> theme.
>
>
>
> I am equally happy with a 'this isn't possible in RT', or a 'this is possible, here's
> a suggestion how to do it' answer. We are using RT version 4.0.5.

You can do it by clobbering Create.html and adding Queue checks, but
that'll be an upgrade nightmare.

I'd probably build my own custom form for those queues that submits
tickets into RT, and keeps all the display logic separate.

-kevin


paul.renney at logica

Mar 23, 2012, 8:17 AM

Post #3 of 4 (980 views)
Permalink
Re: Change Ticket Creation form for only one queue [In reply to]

Thanks for the reply. I now have a custom CreateAlt.html form I want RT to use instead of Create.html for one particular queue.

I can see code in share/html/Elements/CreateTicket which selects the form to use when 'New Ticket in' queue is triggered.

I have copied CreateTicket into local/html/Elements. I think this will make it be used rather than the original version in share. I assume I need a check in here to look at the ID of the queue and change the Create form to be used. If this is possible what would this code look like? I have made it (for now) try and use CreateAlt.html. I have my CreateAlt.html in local/html/Ticket.

Does this seem right so far? I've restarted my webserver (clearing my Mason cache as well) and my changes don't appear to have any effect. The original Create.html is always used.

Is this the easiest way to do this? Would using a callback be easier? I couldn't find the callback I need to use to change the Create.html being used.

I spoke to my collegues about a standalone form using the REST interface but this suggestion has been rejected.

Thanks,
Paul


________________________________________
From: rt-users-bounces [at] lists [rt-users-bounces [at] lists] on behalf of Kevin Falcone [falcone [at] bestpractical]
Sent: 13 March 2012 15:29
To: rt-users [at] lists
Subject: Re: [rt-users] Change Ticket Creation form for only one queue

On Tue, Mar 13, 2012 at 10:31:34AM +0000, Renney, Paul wrote:
> I've been asked if it's possible to change the 'look and feel' of the Create Ticket and Modify
> Ticket forms for one particular queue. Care must be taken not to change any of the forms for
> other queues, and only these forms must be changed.
>
>
>
> As well as the colour and font on the forms, there needs to be some bespoke Javascript
> to guide the user input into certain fields, bespoke placements of fields into different
> sections which become active at certain points and others.
>
>
>
> Is is possible in RT to have a bespoke ticket form for one queue? I think I can make these
> changes for all queues by changing Create.html, and I've looked into doing it with a custom
> theme.
>
>
>
> I am equally happy with a 'this isn't possible in RT', or a 'this is possible, here's
> a suggestion how to do it' answer. We are using RT version 4.0.5.

You can do it by clobbering Create.html and adding Queue checks, but
that'll be an upgrade nightmare.

I'd probably build my own custom form for those queues that submits
tickets into RT, and keeps all the display logic separate.

-kevin

Think green - keep it on the screen.

This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.


ruz at bestpractical

Mar 24, 2012, 6:27 AM

Post #4 of 4 (981 views)
Permalink
Re: Change Ticket Creation form for only one queue [In reply to]

What you really want is Init callback in /Ticket/Create.html. In that
callback you check queue and redirect if required.

Ruslan from phone.
23.03.2012 19:33 пользователь "Renney, Paul" <paul.renney [at] logica>
написал:

> Thanks for the reply. I now have a custom CreateAlt.html form I want RT to
> use instead of Create.html for one particular queue.
>
> I can see code in share/html/Elements/CreateTicket which selects the form
> to use when 'New Ticket in' queue is triggered.
>
> I have copied CreateTicket into local/html/Elements. I think this will
> make it be used rather than the original version in share. I assume I need
> a check in here to look at the ID of the queue and change the Create form
> to be used. If this is possible what would this code look like? I have made
> it (for now) try and use CreateAlt.html. I have my CreateAlt.html in
> local/html/Ticket.
>
> Does this seem right so far? I've restarted my webserver (clearing my
> Mason cache as well) and my changes don't appear to have any effect. The
> original Create.html is always used.
>
> Is this the easiest way to do this? Would using a callback be easier? I
> couldn't find the callback I need to use to change the Create.html being
> used.
>
> I spoke to my collegues about a standalone form using the REST interface
> but this suggestion has been rejected.
>
> Thanks,
> Paul
>
>
> ________________________________________
> From: rt-users-bounces [at] lists [
> rt-users-bounces [at] lists] on behalf of Kevin Falcone [
> falcone [at] bestpractical]
> Sent: 13 March 2012 15:29
> To: rt-users [at] lists
> Subject: Re: [rt-users] Change Ticket Creation form for only one queue
>
> On Tue, Mar 13, 2012 at 10:31:34AM +0000, Renney, Paul wrote:
> > I've been asked if it's possible to change the 'look and feel' of the
> Create Ticket and Modify
> > Ticket forms for one particular queue. Care must be taken not to
> change any of the forms for
> > other queues, and only these forms must be changed.
> >
> >
> >
> > As well as the colour and font on the forms, there needs to be some
> bespoke Javascript
> > to guide the user input into certain fields, bespoke placements of
> fields into different
> > sections which become active at certain points and others.
> >
> >
> >
> > Is is possible in RT to have a bespoke ticket form for one queue? I
> think I can make these
> > changes for all queues by changing Create.html, and I've looked into
> doing it with a custom
> > theme.
> >
> >
> >
> > I am equally happy with a 'this isn't possible in RT', or a 'this is
> possible, here's
> > a suggestion how to do it' answer. We are using RT version 4.0.5.
>
> You can do it by clobbering Create.html and adding Queue checks, but
> that'll be an upgrade nightmare.
>
> I'd probably build my own custom form for those queues that submits
> tickets into RT, and keeps all the display logic separate.
>
> -kevin
>
> Think green - keep it on the screen.
>
> This e-mail and any attachment is for authorised use by the intended
> recipient(s) only. It may contain proprietary material, confidential
> information and/or be subject to legal privilege. It should not be copied,
> disclosed to, retained or used by, any other party. If you are not an
> intended recipient then please promptly delete this e-mail and any
> attachment and all copies and inform the sender. Thank you.
>
>
>

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