<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:x="urn:schemas-microsoft-com:office:excel" xmlns:p="urn:schemas-microsoft-com:office:powerpoint" xmlns:a="urn:schemas-microsoft-com:office:access" xmlns:dt="uuid:C2F41010-65B3-11d1-A29F-00AA00C14882" xmlns:s="uuid:BDC6E3F0-6DA3-11d1-A2A3-00AA00C14882" xmlns:rs="urn:schemas-microsoft-com:rowset" xmlns:z="#RowsetSchema" xmlns:b="urn:schemas-microsoft-com:office:publisher" xmlns:ss="urn:schemas-microsoft-com:office:spreadsheet" xmlns:c="urn:schemas-microsoft-com:office:component:spreadsheet" xmlns:odc="urn:schemas-microsoft-com:office:odc" xmlns:oa="urn:schemas-microsoft-com:office:activation" xmlns:html="http://www.w3.org/TR/REC-html40" xmlns:q="http://schemas.xmlsoap.org/soap/envelope/" xmlns:rtc="http://microsoft.com/officenet/conferencing" xmlns:D="DAV:" xmlns:Repl="http://schemas.microsoft.com/repl/" xmlns:mt="http://schemas.microsoft.com/sharepoint/soap/meetings/" xmlns:x2="http://schemas.microsoft.com/office/excel/2003/xml" xmlns:ppda="http://www.passport.com/NameSpace.xsd" xmlns:ois="http://schemas.microsoft.com/sharepoint/soap/ois/" xmlns:dir="http://schemas.microsoft.com/sharepoint/soap/directory/" xmlns:ds="http://www.w3.org/2000/09/xmldsig#" xmlns:dsp="http://schemas.microsoft.com/sharepoint/dsp" xmlns:udc="http://schemas.microsoft.com/data/udc" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:sub="http://schemas.microsoft.com/sharepoint/soap/2002/1/alerts/" xmlns:ec="http://www.w3.org/2001/04/xmlenc#" xmlns:sp="http://schemas.microsoft.com/sharepoint/" xmlns:sps="http://schemas.microsoft.com/sharepoint/soap/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:udcs="http://schemas.microsoft.com/data/udc/soap" xmlns:udcxf="http://schemas.microsoft.com/data/udc/xmlfile" xmlns:udcp2p="http://schemas.microsoft.com/data/udc/parttopart" xmlns:wf="http://schemas.microsoft.com/sharepoint/soap/workflow/" xmlns:dsss="http://schemas.microsoft.com/office/2006/digsig-setup" xmlns:dssi="http://schemas.microsoft.com/office/2006/digsig" xmlns:mdssi="http://schemas.openxmlformats.org/package/2006/digital-signature" xmlns:mver="http://schemas.openxmlformats.org/markup-compatibility/2006" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns:mrels="http://schemas.openxmlformats.org/package/2006/relationships" xmlns:spwp="http://microsoft.com/sharepoint/webpartpages" xmlns:ex12t="http://schemas.microsoft.com/exchange/services/2006/types" xmlns:ex12m="http://schemas.microsoft.com/exchange/services/2006/messages" xmlns:pptsl="http://schemas.microsoft.com/sharepoint/soap/SlideLibrary/" xmlns:spsl="http://microsoft.com/webservices/SharePointPortalServer/PublishedLinksService" xmlns:Z="urn:schemas-microsoft-com:" xmlns:st="" xmlns="http://www.w3.org/TR/REC-html40">
<head>
<meta http-equiv=Content-Type content="text/html; charset=us-ascii">
<meta name=Generator content="Microsoft Word 12 (filtered medium)">
<style>
<!--
/* Font Definitions */
@font-face
{font-family:"Cambria Math";
panose-1:2 4 5 3 5 4 6 3 2 4;}
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
@font-face
{font-family:Tahoma;
panose-1:2 11 6 4 3 5 4 4 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:11.0pt;
font-family:"Calibri","sans-serif";}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:purple;
text-decoration:underline;}
span.EmailStyle17
{mso-style-type:personal-compose;
font-family:"Tahoma","sans-serif";
color:windowtext;}
.MsoChpDefault
{mso-style-type:export-only;}
@page Section1
{size:8.5in 11.0in;
margin:1.0in 1.0in 1.0in 1.0in;}
div.Section1
{page:Section1;}
-->
</style>
<!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]-->
</head>
<body lang=EN-US link=blue vlink=purple>
<div class=Section1>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>Hi<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>I
would like to create a more convenient way to reply and comment on tickets. At the
first step I’m planning to create a link in my ticket searches which open
outlook with appropriate subject tag to the appropriate email address (i.e.
commentAddress of CorrespondAddress of the ticket’s queue).<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>According
what I found in this list, I added the followings to ticket column map (rt3/share/html/Elements/RT__Ticket/ComumnMap):<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>
QueueCorrespond => {<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>
attribute => 'QueueCorrespond',<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>
title => 'QueueCorrespond id', # loc<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>
value => sub { return
$_[0]->QueueObj->CorrespondAddress() }<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>
},<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>
QueueSubjectTag => {<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>
attribute => 'QueueSubjectTag',<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>
title => 'QueueSubjectTag id', # loc<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>
value => sub { return
$_[0]->QueueObj->SubjectTag() }<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>
},<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>So
I can have access subject tag and correspond address of each ticket.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>the
second part is create a hyper link in the search result which link to something
like<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>mailto:__QueueCorrespond__?Subject=[__QueueSubjectTag__
#__id__]<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>(so,
when a User click on the link, automatically default email clients would open a
new message to correspond address of the queue including appropriate tag in the
Subject)<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>It
seems RT Parser do not let use <a href=”mailto: blah blah”>CLICK
FOR REPLY</a> in the format part and if the link does not refer to a website,
it will be removed! (may be because of security and cross site scripting?)<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>I
look through the code, but I could not find the exact place which this
overwrite happen. Could anyone give me a advise or solution to put anything in
the results, even javascripts.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Tahoma","sans-serif"'>P.S.
after overcome this issue, I will try to add comment and reply links inside the
ticket displays page. Did anyone do the same before? I think that for RICH
TEXT, using the web-based editor is a bit difficult. Also if a user wants to
email directly to the queue, should aware of subject tag and queue
correspond/comment address. With this method it would be easier to use the mail
clients (i.e. outlook) as an external complementary interface for the RT.<o:p></o:p></span></p>
</div>
</body>
</html>