[rt-users] ticket info displayed in header

[spark]

Thank you, Ken and Emmanuel. It's nice to have the insight on how 
something like this might be done. Your argument against the idea makes 
sense to me and I'll forgo making this change, we have a dozen queues 
and I would hate to see the mess this might create some time down the 
line. I really appreciate the help!

- Sean

Kenneth Marshall wrote:
> On Wed, Aug 19, 2009 at 09:42:57PM +0200, Emmanuel Lacour wrote:
>> On Wed, Aug 19, 2009 at 11:45:45AM -0700, spark wrote:
>>> Hello all,
>>> New RT user here. Everything is up and running great, and we're testing 
>>> the system for a possible enterprise deployment.
>>>
>>> One user has a request regarding the insertion of the queue name in the 
>>> header of the ticket when viewing the ticket in the web interface (using 
>>> the web2 theme). As it stands, RT displays the ID# and Subject of the 
>>> ticket. Is it possible to display as follows?
>>>
>>> Queue Name + ID # + Subject
>>>
>>> Thank you in advance for any advice you can offer.
>>>
>> you can do that:
>>
>> copy share/html/Ticket/Display.html to local/html/Ticket/Display.html
>>
>> change Title value at beginning:
>>
>> <& /Elements/Header, 
>>     Title => loc("#[_1]: [_2]", $TicketObj->Id, $TicketObj->Subject),
>>     LinkRel => \%link_rel &>
>> [...]
>>
>> (use $Queue->Name)
>>
>>
>> clear mason cache and restart apache
>>
>> but I don't think it's a good idea to add queue name because subject
>> will be truncated to fit in the max length of header...
>>
> 
> I will add a second to the do not use queue name camp. It also gets
> very ugly if a ticket changes queues. Maybe your setup is so simple
> that you only have a single queue now and forever, but if so, is
> it really going to stay that way. Also, if you rename a queue all
> of the subjects have the old name embedded.
> 
> My two cents,
> Ken
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com