[rt-users] Trying to modify the Quick Ticket function

[Chris Barnes]

On the dashboard (is that it - the "home"?) there is this neat thing 
called "Quick Ticket Creation".

Because of the way we do things, this area is really only useful to us 
to "log quickie, one time events".   That is,
* if one of the IT folks need to create a ticket with some actual 
content, we use the "new ticket in" button at the top.
* users create tickets by sending us email (ie. they do NOT have 
accounts in RT).


Thus, since we want to use the Quick Ticket area for "event logging", 
there are a couple of things we are trying to accomplish by modifying 
it's function

(1) the ticket needs to have the status set to "Resolved"

(2) it does NOT send email to the requestor  (at all, ever).
note that we DO want to send email to the requestor from other 
functions, so we do NOT want to blow away the ability to send email when 
we set a "normal" ticket to resolved.



I am trying to make this change in RT by modifying the Mason script.
/opt/rt3/share/html/Ticket/ModifyAll.html has the following section

<tr>
     <td class="label"><&|/l&>Update Type</&>:</td>
     <td class="entry">
       <select name="UpdateType">
% if ($CanComment) {
         <option value="private" ><&|/l&>Comments (Not sent to
requestors)</&></option>
% }
% if ($CanRespond) {
         <option value="response"><&|/l&>Reply to requestors</&></option>
% }
       </select>
% $m->callback( %ARGS, CallbackName => 'AfterUpdateType' );
     </td>
   </tr>

I simply tried to splice this
into /opt/rt3/share/html/Elements/QuickCreate

<tr class="input-row">
<td class="labeltop"><&|/l&>Content</&>:</td>
<td colspan="3" class="value"><textarea name="Content" cols="50"
rows="3"></textarea></td></tr>

<tr>
     <td class="label"><&|/l&>Update Type</&>:</td>
     <td class="entry">
       <select name="UpdateType">
% if ($CanComment) {
         <option value="private" ><&|/l&>Comments (Not sent to
requestors)</&></option>
% }
% if ($CanRespond) {
         <option value="response"><&|/l&>Reply to requestors</&></option>
% }
       </select>
% $m->callback( %ARGS, CallbackName => 'AfterUpdateType' );
     </td>
   </tr>

</table>
<& /Elements/Submit, Label => loc('Create') &>
</form>
</&>

% $m->callback( CallbackName => 'EndOfList', TicketObj => $TicketObj, %
ARGS );
</div>

<%INIT>

my $CanRespond = 1;
my $CanComment = 1;
my $checks_failure = 0;
my $title;

# Things needed in the template - we'll do the processing here, just
# for the convenience:

my ($CommentDefault, $ResponseDefault);
$CommentDefault = qq[ selected="selected"];
$ResponseDefault = qq[ selected="selected"];

</%INIT>

<%ARGS>

$TicketObj => undef





Problem #1 is that this generates two tickets

Problem #2 is that it is sending a reply to the requestor (actually 2 
replies, but that is probably due to Problem #1).


Is this even the right way to go about trying to implement his feature 
change?  Or am I barking up the wrong tree?

-- 
Chris Barnes                           AOL IM: CNBarnes
chris-barnes at tamu.edu                Yahoo IM: chrisnbarnes
Computer Systems Manager               MSN IM: chris at txbarnes.com
Department of Physics                      ph: 979-845-1379
Texas A&M University                      fax: 979-845-2590