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<p class=MsoNormal><span style='color:#1F497D'>Oops – should have sent this to
the RTIR list instead of RT…<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
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<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>
rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] <b>On Behalf Of </b>John
McDonald<br>
<b>Sent:</b> Saturday, September 04, 2010 6:06 PM<br>
<b>To:</b> rt-users@lists.bestpractical.com<br>
<b>Subject:</b> [rt-users] Questions on customizing RTIR fields<o:p></o:p></span></p>
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<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Hi all,<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>I’m new to RTIR, but a friend of mine asked me to help him
set it up to use at his small company, and for a few beers I agreed. I haven’t
touched Linux/Apache/perl/etc. for about 5 years, so I’m kind of rusty. I
downloaded Ground Tactics RT VMware player image, which is running RT 3.8.7,
Apache2 w/mod_perl2, Ubuntu 8.0.4 and MySQL 5.0.51. I made a few tweaks and
installed the latest RTIR over top of that (2.4.4). Everything seems to be
running fine, and now I want to customize some of the fields RTIR uses to
better align it with how he works.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>The first thing I need do it remove the ‘SLA’ option, since
he’s the lone security guy in the company and SLAs don’t really apply. I went
into Configuration->Queues->Incident Report->Ticket Custom Fields and
selected the SLA field and hit submit. Now when I go to create an incident
report the SLA selection box is gone, but the label ‘SLA:’ is still displayed
on the page between ‘Constituency’ and ‘Customer’. How can I get rid of the
label?<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>He’d also like me to change the names of some of the fields
– e.g. change ‘How Reported’ to ‘Trigger’, etc. (his request, not mine). How
can I change just the label for a custom field?<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Thanx.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>John<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
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