[rt-users] ticket info displayed in header

[Kenneth Marshall]

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