Admin: 2 revisions imported

2016-04-06T20:03:17Z

2 revisions imported

New page

I created a custom form for my Help Desk, but I needed a way to redirect users to the form without publishing a new web site for RT. Since most users don't need to know about all the tickets in the queue, and can't own tickets, I found a way to redirect them to the Self Service page and added some features to make our lives easier.

In /usr/local/rt3/local/html/index.html add this code to redirect to Self Service if the user can not own a ticket:

73 %# Redirect to !SelfService if the user can not own tickets
74 % my $urefresh = $session{'home_refresh_interval'};
75 % if ( ! $session{'CurrentUser'}->HasRight(Right=>'OwnTicket', Object=>$RT::System) ) {
76 % $urefresh = '0; URL=' . $RT::WebPath . '/SelfService/index.html';
77 % }
78
79 %#<& /Elements/Header, Title=>loc("RT at a glance"), Refresh => $session{'home_refresh_interval'} &>
80 <& /Elements/Header, Title=>loc("RT at a glance"), Refresh => $urefresh &>

In /usr/local/rt3/local/html/SelfService/index.html add this code to list the queues and number of tickets in each queue:

48 <TABLE BORDER=0 WIDTH=100%>
49 <TR VALIGN=TOP>
50 <TD WIDTH=70% class="boxcontainer">
51 <& /SelfService/Elements/MyRequests &>
52 <BR>
53 <TD class="boxcontainer">
54 <& /Elements/Quicksearch &>
55 <BR>
56 </TABLE>

My custom Help Desk form is /usr/local/rt3/local/html/SelfService/Create.html and I have this code in there to set the priority of the ticket based on a Drop-Down:

65 <TR>
66 <TD CLASS=label>Priority:</TD>
67 <TD><SELECT NAME="InitialPriority">
68 <OPTION VALUE="10">Low - Minor Annoyance
69 <OPTION VALUE="30">Medium - Affects Daily Work
70 <OPTION VALUE="70">High - Major Disruption
71 <OPTION VALUE="90">Critical - Class Is Halted
72 </SELECT>
73 </TR>

In /usr/local/rt3/local/html/SelfService/Display.html I have this code to set the due date of a ticket based on the priority:

109 # Set the due date for helpdesk que based on initial priority
110 if ($ARGS{'InitialPriority'} and !$ARGS{'Due'}) {
111 my $priority_due = RT::Date->new($session{'CurrentUser'});
112 $priority_due->SetToNow();
113 $priority_due->AddDays( 10 - ( $ARGS{'InitialPriority'} ) / 10 );
114 $ARGS{'Due'} = $priority_due->ISO();
115 }

Comment by [[RichardF]], 23 Aug 07:

In RT v3.6.4, I found that passing anything other than an integer as the Refresh parameter to the Header element didn't result in a redirect being created. Also, to ensure that "semi-privileged" users could not directly access other privileged URLS (eg /User/Prefs.html), I found it easier to simply modify the main autohandler to redirect users who don't have the [[OwnTicket]] privilege to the [[SelfService]] interface (in the same way that unprivileged users are redirected).

To achieve this, I copied /html/autohandler to /local/html/autohandler, and made the following change to the local copy:

273 if ( (not $session{'CurrentUser'}->Privileged) ||
->274 (!$session{'CurrentUser'}->HasRight(Right=>'OwnTicket', Object=>$RT::System))
275 ){

AutoRedirectToSelfService - Revision history

Admin: 2 revisions imported