[rt-users] Rt 4.0.4 - can rt-extension-formtools modify layout of ticket fields?

Jim Lesinski jim.lesinski at gmail.com
Tue Jan 31 05:15:41 EST 2012

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)

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.

As I understand it currently, we can integrate a custom web form via the rest interface to capture end user input.

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.

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.

Does that help?

Jim Lesinski

On Jan 31, 2012, at 10:18 AM, Bart <bart at pleh.info> wrote:

> Hi,
> 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).
> A CF is an extra field which can have predefined input or contains open input. It's considered extra information for a ticket.
> In our case we have a set of the following CF's (as an example):
> Ticket type (incident, problem, change, etc.), done with a dropdown menu.
> Item A, B and C (CI items), done with a dropdown menu.
> Requestor organization, based on the organization set at the requestor we fill this field with that value (handy for the ticket overview / search capabilities).
> 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.
> -- Bart
> Op 30 januari 2012 22:20 schreef Jim Lesinski <jim.lesinski at gmail.com> het volgende:
> Are the custom fields used to push data into the tickets somehow? If so that may be sufficient for our need.
> Thanks,
> Jim Lesinski
> On Jan 30, 2012, at 7:28 PM, Kevin Falcone <falcone at bestpractical.com> wrote:
> > On Sun, Jan 29, 2012 at 07:52:27PM +0100, Jim Lesinski wrote:
> >> 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.
> >
> > rt-extension-formtools is for building custom forms, not for modifying
> > the default layout of Ticket/Create.html or Ticket/Update.html
> >
> > -kevin
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > * Boston � March 5 & 6, 2012
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
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