QuickTicket - Revision history

Admin: 4 revisions imported

2016-04-06T20:20:32Z

4 revisions imported

New page

You can quickly create a ticket using the QuickCreate-portlet (Homepage Component) on "RT-at-a-glance" home page. But you can neighter directly change the status of the new ticket nor add values to a custom field. Sometimes you just want to quickly create a ticket for documentation purpose. Because of that it would be helpfull to create it with status "resolved" and some values for custom fields.
==Create new portlet==
First create a new portlet that is called "QuickTicket":<br />Copy html/Elements/QuickCreate to local/html/Elements/QuickTicket<br />To use it on your homepage you have to change etc/RT_Config.pm. Look for $HomepageComponents and add "QuickTicket" to it; e.g.:
Set($HomepageComponents, [qw(QuickCreate QuickTicket Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards SavedSearches)]);
Now you can add your new portlet "QuickTicket" to your homepage but it is just a clone of QuickCreate.
==Update portlet name and id==
Find the line that says
<div class="quick-create">
and change it to
<div class="quick-ticket">
Find the line that says
<input type="hidden" class="hidden" name="QuickCreate" value="1" />
and change the part that says "QuickCreate" and change it to "QuickTicket".</div></div>

==Add status to portlet==
Adding a select-box for the ticket-status, which has resolved-status preselected:
<tr class="input-row">
<td class="label"><&|/l&>Status</&>:</td>
<td class="value"><& /Elements/SelectStatus, Name=>"Status", Default => "resolved" &></td>
</tr>
==Add custom fields to portlet==
To add the custom fields of the current selected queue is a bit more complicated, because the fields has to change if the user selects another queue. To prevent a new page load every time the user changes the queue you can load the fields in background using AJAX.<br />First you need a component that returns the custom fields for a queue. Create local/html/QuickTicketCustomFields.html with the following content:
<& /Ticket/Elements/EditCustomFields, %ARGS, QueueObj => $QueueObj, InTable => 1 &>
<& /Ticket/Elements/EditTransactionCustomFields, %ARGS, QueueObj => $QueueObj, InTable => 1 &>

<%init>
my $Queue = $ARGS{Queue};
my $QueueObj = RT::Queue->new($session{'CurrentUser'});
$QueueObj->Load($Queue) || Abort(loc("Queue could not be loaded."));
</%init>
Now add a new row to local/html/Elements/QuickTicket to display the custom fields
<tr class="input-row">
<td colspan="2" id="custom-fields">
</td>
</tr>
and some JavaScript to load the custom fields and display them:
<script type="text/javascript">
jQuery(document).ready(function(){
jQuery('#quick-ticket').find('.select-queue[name=Queue]').change(function(){
var selectedText = jQuery('#quick-ticket').find('.select-queue[name=Queue]').find("option:selected").text();
jQuery("#custom-fields").empty();
updateCustomFields(selectedText);
});
var defaultQueue = '';
if(defaultQueue == "") {
defaultQueue = jQuery('#quick-ticket').find('.select-queue[name=Queue]').children().first().text();
}
updateCustomFields(defaultQueue);

});

function updateCustomFields(queue){
//Send ARGS to QuickTicketCustomFields to fill fields with previously entered values
var postdata = {Queue: queue
% while((my $key, my $value) = each(%ARGS)) {
% if($key ne "Queue") {
, "<% $key %>" : "<% $value %>"
% }
% }
};
jQuery.post("QuickTicketCustomFields.html",postdata,function(data) {
var dataStripped = data.substring(0,data.indexOf("hr class=")-2);
jQuery("#custom-fields").empty().html(dataStripped);
});
}
</script>
To save entered values for custom fields you have to change index.html.
Copy html/index.html to local/html/index.html and add the following lines:
if ( $ARGS{'QuickTicket'} ) {
my $QueueObj = RT::Queue->new($session{'CurrentUser'});
$QueueObj->Load($ARGS{Queue}) or Abort(loc("Queue could not be loaded."));

my $CFs = $QueueObj->TicketCustomFields();

my $ValidCFs = $m->comp(
'/Elements/ValidateCustomFields',
CustomFields => $CFs,
ARGSRef => \%ARGS
);

if ( $ValidCFs && !$skip_create && $ARGS{'Subject'} && $ARGS{'Requestors'}) {
my ($t, $msg) = CreateTicket(
From => $session{'CurrentUser'}->EmailAddress,
%ARGS,);
push @results, $msg;
%ARGS = undef;
if ( $t && $t->Id && RT->Config->Get('DisplayTicketAfterQuickCreate', $session{'CurrentUser'}) ) {
MaybeRedirectForResults(
Actions => \@results,
Path => '/Ticket/Display.html',
Arguments => { id => $t->Id },
);
}
}
elsif (!($ARGS{'Subject'} && $ARGS{'Requestors'})) {
push @results, loc("Please set subject and requestors");
}
elsif (!$ValidCFs) {
push @results, loc("Please set required custom fields");
}
delete $ARGS{'QuickTicket'}; #otherwise there will be a redirect loop
delete $ARGS{'QuickCreate'};
MaybeRedirectForResults(
Actions => \@results,
Path => '/',
Arguments => \%ARGS,
);
}

==Show entered values again==

If you want previously entered values to be visible again after submitting the form with invalid data,<br />change line 78 of /local/html/index.html to:
<& /Elements/MyRT, %ARGS &>
Copy /html/Elements/MyRT to local/html/Elements/MyRT and change line 95 and following lines to
my %newArgs = (%{ $entry->{arguments} || {} }, %ARGS);
# XXX: security check etc.
$m->comp( $name, %newArgs );
Because of that QuickTicket is called with the arguments and previously entered values can be shown again.

137.248.3.124 at 08:39, 17 September 2012

2012-09-17T08:39:06Z

← Older revision		Revision as of 04:39, 17 September 2012
Line 11:		Line 11:
	==Add custom fields to portlet==		==Add custom fields to portlet==
	To add the custom fields of the current selected queue is a bit more complicated, because the fields has to change if the user selects another queue. To prevent a new page load every time the user changes the queue you can load the fields in background using AJAX.<br />First you need a component that returns the custom fields for a queue. Create local/html/QuickTicketCustomFields.html with the following content:		To add the custom fields of the current selected queue is a bit more complicated, because the fields has to change if the user selects another queue. To prevent a new page load every time the user changes the queue you can load the fields in background using AJAX.<br />First you need a component that returns the custom fields for a queue. Create local/html/QuickTicketCustomFields.html with the following content:
	~~<table id="result">~~
	<& /Ticket/Elements/EditCustomFields, %ARGS, QueueObj => $QueueObj, InTable => 1 &>		<& /Ticket/Elements/EditCustomFields, %ARGS, QueueObj => $QueueObj, InTable => 1 &> <& /Ticket/Elements/EditTransactionCustomFields, %ARGS, QueueObj => $QueueObj, InTable => 1 &>
	<& /Ticket/Elements/EditTransactionCustomFields, %ARGS, QueueObj => $QueueObj, InTable => 1 &>		<table id="result"></table> <%INIT>
	</table>
	<%INIT>
	my $Queue = $ARGS{Queue};		my $Queue = $ARGS{Queue};
	my $QueueObj = RT::Queue->new($session{'CurrentUser'});		my $QueueObj = RT::Queue->new($session{'CurrentUser'});
Line 23:		Line 21:
	<tr>		<tr>
	<td colspan="2">		<td colspan="2">
	~~<span id="custom-fields"></span>~~
	</td>		</td>
	</tr>		</tr>
Line 46:		Line 44:
	var postdata = {Queue: queue		var postdata = {Queue: queue
	% while((my $key, my $value) = each(%ARGS)) {		% while((my $key, my $value) = each(%ARGS)) {
			% if($key ne "Queue") {
	, "<% $key %>" : "<% $value %>"		, "<% $key %>" : "<% $value %>"
			% }
	% }		% }
	};		};
Line 55:		Line 55:
	}		}
	</script>		</script>
	To save entered values for custom fields you have to change index.html.		To save entered values for custom fields you have to change index.html.
	Copy html/index.html to local/html/index.html and add the following lines:		Copy html/index.html to local/html/index.html and add the following lines:

	if ( $ARGS{'QuickTicket'} ) {		if ( $ARGS{'QuickTicket'} ) {
	my $QueueObj = RT::Queue->new($session{'CurrentUser'});		my $QueueObj = RT::Queue->new($session{'CurrentUser'});

137.248.3.124: Created page with " You can quickly create a ticket using the QuickCreate-portlet (Homepage Component) on "RT-at-a-glance" home page. But you can neighter directly change the status of the new t..."

2012-09-17T08:06:30Z

Created page with " You can quickly create a ticket using the QuickCreate-portlet (Homepage Component) on "RT-at-a-glance" home page. But you can neighter directly change the status of the new t..."

New page

You can quickly create a ticket using the QuickCreate-portlet (Homepage Component) on "RT-at-a-glance" home page. But you can neighter directly change the status of the new ticket nor add values to a custom field. Sometimes you just want to quickly create a ticket for documentation purpose. Because of that it would be helpfull to create it with status "resolved" and some values for custom fields.
==Create new portlet==
First create a new portlet that is called "QuickTicket":<br />Copy html/Elements/QuickCreate to local/html/Elements/QuickTicket<br />To use it on your homepage you have to change etc/RT_Config.pm. Look for $HomepageComponents and add "QuickTicket" to it; e.g.:
Set($HomepageComponents, [qw(QuickCreate QuickTicket Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards SavedSearches)]);
Now you can add your new portlet "QuickTicket" to your homepage but it is just a clone of QuickCreate.
==Add status to portlet==
Adding a select-box for the ticket-status, which has resolved-status preselected:
<td class="label"><&|/l&>Status</&>:</td>
<td class="value"><& /Elements/SelectStatus, Name=>"Status", Default => "resolved" &></td>
==Add custom fields to portlet==
To add the custom fields of the current selected queue is a bit more complicated, because the fields has to change if the user selects another queue. To prevent a new page load every time the user changes the queue you can load the fields in background using AJAX.<br />First you need a component that returns the custom fields for a queue. Create local/html/QuickTicketCustomFields.html with the following content:
<table id="result">
<& /Ticket/Elements/EditCustomFields, %ARGS, QueueObj => $QueueObj, InTable => 1 &>
<& /Ticket/Elements/EditTransactionCustomFields, %ARGS, QueueObj => $QueueObj, InTable => 1 &>
</table>
<%INIT>
my $Queue = $ARGS{Queue};
my $QueueObj = RT::Queue->new($session{'CurrentUser'});
$QueueObj->Load($Queue) || Abort(loc("Queue could not be loaded."));
</%INIT>
Now add a new row to local/html/Elements/QuickTicket to display the custom fields
<tr>
<td colspan="2">
<span id="custom-fields"></span>
</td>
</tr>
and some JavaScript to load the custom fields and display them:
<script type="text/javascript">
jQuery(document).ready(function(){
jQuery('#quick-ticket').find('.select-queue[name=Queue]').change(function(){
var selectedText = jQuery('#quick-ticket').find('.select-queue[name=Queue]').find("option:selected").text();
jQuery("#custom-fields").empty();
updateCustomFields(selectedText);
});
var defaultQueue = '<% $defaultQueue %>';
if(defaultQueue == "") {
defaultQueue = jQuery('#quick-ticket').find('.select-queue[name=Queue]').children().first().text();
}
updateCustomFields(defaultQueue);

});

function updateCustomFields(queue){
//Send ARGS to QuickTicketCustomFields to fill fields with previously entered values
var postdata = {Queue: queue
% while((my $key, my $value) = each(%ARGS)) {
, "<% $key %>" : "<% $value %>"
% }
};
jQuery.post("QuickTicketCustomFields.html",postdata,function(data) {
var dataStripped = data.substring(0,data.indexOf("hr class=")-2);
jQuery("#custom-fields").empty().html(dataStripped);
});
}
</script>
To save entered values for custom fields you have to change index.html.
Copy html/index.html to local/html/index.html and add the following lines:

if ( $ARGS{'QuickTicket'} ) {
my $QueueObj = RT::Queue->new($session{'CurrentUser'});
$QueueObj->Load($ARGS{Queue}) or Abort(loc("Queue could not be loaded."));

my $CFs = $QueueObj->TicketCustomFields();

my $ValidCFs = $m->comp(
'/Elements/ValidateCustomFields',
CustomFields => $CFs,
ARGSRef => \%ARGS
);

if ( $ValidCFs && !$skip_create && $ARGS{'Subject'} && $ARGS{'Requestors'}) {
my ($t, $msg) = CreateTicket(
From => $session{'CurrentUser'}->EmailAddress,
%ARGS,);
push @results, $msg;
%ARGS = undef;
if ( $t && $t->Id && RT->Config->Get('DisplayTicketAfterQuickCreate', $session{'CurrentUser'}) ) {
MaybeRedirectForResults(
Actions => \@results,
Path => '/Ticket/Display.html',
Arguments => { id => $t->Id },
);
}
}
elsif (!($ARGS{'Subject'} && $ARGS{'Requestors'})) {
push @results, loc("Please set subject and requestors");
}
elsif (!$ValidCFs) {
push @results, loc("Please set required custom fields");
}
delete $ARGS{'QuickTicket'}; #otherwise there will be a redirect loop
delete $ARGS{'QuickCreate'};
MaybeRedirectForResults(
Actions => \@results,
Path => '/',
Arguments => \%ARGS,
);
}

==Show entered values again==

If you want previously entered values to be visible again after submitting the form with invalid data,<br />change line 78 of /local/html/index.html to:
<& /Elements/MyRT, %ARGS &>
Copy /html/Elements/MyRT to local/html/Elements/MyRT and change line 95 and following lines to
my %newArgs = (%{ $entry->{arguments} || {} }, %ARGS);
# XXX: security check etc.
$m->comp( $name, %newArgs );
Because of that QuickTicket is called with the arguments and previously entered values can be shown again.