Chris,<br><br>I think that all of that could be accomplished without changing RT code:<br><br>1) Create a CF called "Promote". A simple "yes/no" or "off/on" would suffice. Grant the level 1 team the right to modify it.<br>
2) When the level 1 team wants to promote it, they merely modify the CF.<br>3) Have a scrip validate the CF and trigger the Queue change/Owner change, grab the last email or insert a standard message that indicates the reason for promotion (the CF <i>could have</i> several values or types of promotion that would caused a specific comment related to that value to be inserted into the ticket/email/whatever), put the existing owner in as a "Cc", send out an email notice to said owner/Cc, etc. all when the CF is changed to the appropriate value.<br>
<br>This is all done one time in the update screen, just like you wanted in the Comment/reply screen, only no code overrides need be made, just a scrip.<br><br>I think this is a simpler method and it makes these changes <i>easier to maintain for future releases</i> (like the problem you're having now with 4.9) and possible changes in actions.<br>
<br>Anyway, just a thought.<br><br>Kenn<br>LBNL<br><br><div class="gmail_quote">On Thu, May 26, 2011 at 9:00 AM, Kevin Falcone <span dir="ltr"><<a href="mailto:falcone@bestpractical.com">falcone@bestpractical.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;"><div class="im">On Thu, May 26, 2011 at 11:45:22AM -0400, Chris Hall wrote:<br>
> Good times... good times... I got it working, so gotta share my modifications w/ everyone. In<br>
> fact, I would have had it working a LONG time ago, but I had neglected 1 major step: removing<br>
> all the old mason_data info! So for anybody who wants to add queue information to your<br>
> reply/comments section, edit share/html/Update.html in the following way:<br>
<br>
</div>You should check <a href="http://requesttracker.wikia.com/wiki/Customizing" target="_blank">http://requesttracker.wikia.com/wiki/Customizing</a> to<br>
see if you could have done this with a callback instead. Hopefully<br>
you're not editing in-place, otherwise you're complicating your<br>
upgrade options.<br>
<br>
-kevin<br>
<div><div></div><div class="h5"><br>
> <& /Ticket/Elements/EditBasics,<br>
> TicketObj => $TicketObj,<br>
> InTable => 1,<br>
> fields => [<br>
> { name => 'Status',<br>
> comp => '/Elements/SelectStatus',<br>
> args => {<br>
> Name => 'Status',<br>
> DefaultLabel => loc("[_1] (Unchanged)", loc($TicketObj->Status)),<br>
> Default => $ARGS{'Status'} || ($TicketObj->Status eq $DefaultStatus ? undef : $DefaultStatus),<br>
> TicketObj => $TicketObj,<br>
> QueueObj => $TicketObj->QueueObj<br>
> },<br>
> },<br>
> { name => 'Queue',<br>
> comp => '/Elements/SelectQueue',<br>
> args => {<br>
> Name => 'Queue',<br>
> Default => $ARGS{'Queue'} || $TicketObj->QueueObj->Id,<br>
> ShowNullOption => 0,<br>
> }<br>
> },<br>
> { name => 'Owner',<br>
> comp => '/Elements/SelectOwner',<br>
> args => {<br>
> Name => "Owner",<br>
> TicketObj => $TicketObj,<br>
> QueueObj => $TicketObj->QueueObj,<br>
> DefaultLabel => loc("[_1] (Unchanged)", $m->scomp('/Elements/ShowUser', User =><br>
> $TicketObj->OwnerObj)),<br>
> Default => $ARGS{'Owner'}<br>
> }<br>
> },<br>
> { name => 'Worked',<br>
> comp => '/Elements/EditTimeValue',<br>
> args => {<br>
> Name => 'UpdateTimeWorked',<br>
> Default => $ARGS{UpdateTimeWorked}||'',<br>
> InUnits => $ARGS{'UpdateTimeWorked-TimeUnits'}||'minutes',<br>
> }<br>
> },<br>
> ]<br>
> &><br>
> The new stuff is the name => 'Queue'<br>
> and REMEMBER! when you're done, to rm -rf /opt/rt4/var/mason_data/*<br>
> otherwise you'll be banging your head for hours wondering how you can change damn near<br>
> ANYTHING and yet NOTHING changes when you reload your webserver. Eh, lesson learned the hard<br>
> way I guess. :)<br>
><br>
</div></div><div><div></div><div class="h5">> On Thu, May 26, 2011 at 11:06 AM, Yan Seiner <[1]<a href="mailto:yan@seiner.com">yan@seiner.com</a>> wrote:<br>
><br>
> We do something similar. We have engineering and construction queues.<br>
><br>
> When Engineering is done with design and the job is ready to go to the<br>
> crews, we move it to construction queue. Right now it involves the<br>
> following steps:<br>
><br>
> 1. Change the queue<br>
> 2. Change the owner to the Construction Manager<br>
> 3. Move the old owner to AdminCC<br>
> 4. Remove engineering mgr from AdminCCs<br>
> 5. Add dispatch as AdminCC<br>
><br>
> Since the people filling the roles don't necessarily have the same<br>
> permisisons in both queues, this takes a few trips around the various RT<br>
> screens. It would be nice to have all of this on one screen.<br>
><br>
> On Thu, May 26, 2011 7:42 am, Chris Hall wrote:<br>
> > Sure Kenn, I'll elaborate.. and again, I had this working in 3.8.8.. it<br>
> > just<br>
> > seems more... difficult to dirty hack in on 4.0.0. For example:<br>
> ><br>
> > Queue 1: Level 1 support<br>
> > Queue 2: Level 2 support<br>
> ><br>
> ><br>
> > Customer calls in and the guys at level 1 open a ticket in their queue for<br>
> > the person's problem.<br>
> ><br>
> > 1 hr later they call back to level 1.. they are still having a problem.<br>
> > It's time to pass this on to the Level 2 guys.<br>
> ><br>
> > The level 1 guys want to click "comment" (or reply.. whatever) on the<br>
> > ticket, and annotate that customer 1 is having problems beyond their scope<br>
> > of responsibility. It's time for level 2 to take over. On this same<br>
> > page,<br>
> > they wish to change the queue to "Level 2 support", so that, upon updating<br>
> > the ticket:<br>
> ><br>
> > 1. their notes are saved to the ticket<br>
> > 2. the ticket is moved to the appropriate queue<br>
> ><br>
> ><br>
> ><br>
> ><br>
</div></div>> > On Thu, May 26, 2011 at 10:34 AM, Kenneth Crocker <[2]<a href="mailto:kfcrocker@lbl.gov">kfcrocker@lbl.gov</a>><br>
<div class="im">> > wrote:<br>
> ><br>
> >> Chris,<br>
> >><br>
> >> I'm not sure I understand what you're asking. You wrote "so that my user<br>
> >> base can change the queue when updating or replying to tickets". Why in<br>
> >> the<br>
> >> world would you want to do this? Tickets reside in a Queue, so how could<br>
> >> RT<br>
> >> find that ticket if you were sending an update to a different Queue?<br>
> >> Again,<br>
> >> I'm sure I read this incorrectly (that happens a lot with me ;-). Could<br>
> >> you<br>
> >> explain this a little differently, perhaps?<br>
> >><br>
> >> Kenn<br>
> >> LBNL<br>
> >><br>
> >><br>
</div><div class="im">> >> On Thu, May 26, 2011 at 6:58 AM, Chris Hall <[3]<a href="mailto:hiro24@gmail.com">hiro24@gmail.com</a>> wrote:<br>
> >><br>
> >>> Hello all,<br>
> >>><br>
> >>> I was wondering if I could get a hand with a change I wanted to make on<br>
> >>> our end. In fact, I was able to change this in 3.8.8 days, but the<br>
> >>> changes<br>
> >>> don't work on 4.0.0. I want to add to the "Ticket and Transaction"<br>
> >>> section<br>
> >>> a "Queue" option, so that my user base can change the queue when<br>
> >>> updating or<br>
> >>> replying to tickets without having to go through the extra steps of<br>
> >>> going to<br>
> >>> basic and changing it there once the ticket has been updated. I've<br>
> >>> tried<br>
> >>> several modifications to the code, but nothing seems to give me the<br>
> >>> results<br>
> >>> I'm looking for.<br>
> >>><br>
> >>> Is anybody able to offer any assistance on adding this dropdown into<br>
> >>> the<br>
> >>> Ticket and Transaction field?<br>
> >>><br>
> >><br>
> >><br>
> ><br>
> ><br>
> > !DSPAM:4dde672e237401804284693!<br>
> ><br>
><br>
> --<br>
> My daughter is racing a triathlon to raise money for her swim club. Want<br>
> to help?<br>
><br>
</div>> [4]<a href="http://akari.seiner.com" target="_blank">http://akari.seiner.com</a><br>
><br>
> References<br>
><br>
> Visible links<br>
> 1. mailto:<a href="mailto:yan@seiner.com">yan@seiner.com</a><br>
> 2. mailto:<a href="mailto:kfcrocker@lbl.gov">kfcrocker@lbl.gov</a><br>
> 3. mailto:<a href="mailto:hiro24@gmail.com">hiro24@gmail.com</a><br>
> 4. <a href="http://akari.seiner.com/" target="_blank">http://akari.seiner.com/</a><br>
</blockquote></div><br>