Tag cloudcomment correspond extension oss.pleh.info pleh.info plugin queue request tracker rich text rt update
Share with others
One of the things I like to do when working with Request Tracker, or any other ticket registration system for that matter, is to do a warm transfer to other departments. E.g. when I have an issue assigned to me which needs to be resolved by another department then I'd like to create a comment, giving a summary of what has been done an still needs doing. At the same time I wish everything to be just that, comment, save and done.
In our RT setup we give every department their own ticket queue, so allot of our work consists of exchanging tickets between these queues. RT however doesn't come with a dropdown to select a queue during an comment or when sending an e-mail. The result is that by default we would first create a comment and then later manually move a ticket to another queue.
We resolved this issue by creating a simple extension for RT which adds a dropdown for selecting queues during correspondence or placing a comment. With this we can easilly place a comment and move a ticket to another department at the same time, makes life a little easier
For those that haven't had the privilege to work with Request Tracker, it's a ticket registration system which can be used in various situations. One of the more popular usages would be incident management but it can also be used for bug tracking, project managent, agile/scrum, CRM like functionality, etc. (you can use your imagination with this system) If you haven't already, go check it out!
One of the shortcomings though is that it doesn't come with a default way of creating rich text content for the Articles mechanism (knowledge base). Below you'll find a way of changing a few things in order to achieve rich text content for Articles (and possibly other uses).
Originally I used the domain Pleh.info, however with this site all of that is now redirected to oss.pleh.info.
Reason for this is the renewed focus of the website and the fact that I like the new URL and name better
All the old content of Pleh.info has been saved and most of it will eventually return as a new post on this blog.
However, let me know if you're looking for something specific! I'm more then happy to send you the original copy