<html><head></head><body bgcolor="#FFFFFF"><div>Sure. We're still looking at RT, but I am familiar with the concept of custom fields as they are used in various systems that we currently use (ie SharePoint, MSCRM, Umbraco, various others, etc)</div><div><br></div><div>Currently I am trying to understand what our options are for arranging the custom fields to capture data from both the end user (employee) submitting a request and the employee responding to the request.</div><div><br></div><div>As I understand it currently, we can integrate a custom web form via the rest interface to capture end user input.</div><div><br></div><div>Ideally I would like to arrange the default portal forms in something other than a single or two column layout. Additionally I would like to arrange the owners view of the fields to more than a single or two column layout.</div><div><br></div><div>I was hoping formtools would assist in achieving this. I have read other articles suggesting the use of a custom page which is redirected to based on the queue that is loaded.</div><div><br></div><div>Does that help?</div><div><br></div><div><br></div><div><br>Thanks,<div>Jim Lesinski</div><div><br></div></div><div><br>On Jan 31, 2012, at 10:18 AM, Bart <<a href="mailto:bart@pleh.info">bart@pleh.info</a>> wrote:<br><br></div><div></div><blockquote type="cite"><div>Hi,<div><br></div><div>Could you explain what your trying to achieve? Maybe we can give some input on the options that you have (we're kinda shooting in the dark now).</div><div><br></div><div>A CF is an extra field which can have predefined input or contains open input. It's considered extra information for a ticket.<div>
<br></div><div>In our case we have a set of the following CF's (as an example):</div><div><ul><li>Ticket type (incident, problem, change, etc.), done with a dropdown menu.</li><li>Item A, B and C (CI items), done with a dropdown menu.</li>
<li>Requestor organization, based on the organization set at the requestor we fill this field with that value (handy for the ticket overview / search capabilities).</li></ul><div>So I guess you could say that a CF adds information to a ticket, depending on your scrips it could even set a comment upon setting a value in a CF.</div>
</div><div><br></div><div><br></div><div>-- Bart<br>
<br><br><div class="gmail_quote">Op 30 januari 2012 22:20 schreef Jim Lesinski <span dir="ltr"><<a href="mailto:jim.lesinski@gmail.com">jim.lesinski@gmail.com</a>></span> het volgende:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
Are the custom fields used to push data into the tickets somehow? If so that may be sufficient for our need.<br>
<br>
Thanks,<br>
<span class="HOEnZb"><font color="#888888">Jim Lesinski<br>
</font></span><div class="HOEnZb"><div class="h5"><br>
<br>
On Jan 30, 2012, at 7:28 PM, Kevin Falcone <<a href="mailto:falcone@bestpractical.com">falcone@bestpractical.com</a>> wrote:<br>
<br>
> On Sun, Jan 29, 2012 at 07:52:27PM +0100, Jim Lesinski wrote:<br>
>> Can rt-extension-formtools allow modifying the field layout in RT4.0.4? If there is documentation for this add on or an example of its use somewhere that would be helpful.<br>
><br>
> rt-extension-formtools is for building custom forms, not for modifying<br>
> the default layout of Ticket/Create.html or Ticket/Update.html<br>
><br>
> -kevin<br>
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