NAME

RT-Extension-CreateByProblemType - Choose from Problem Types rather than Queues for new tickets

SYNOPSIS

This extension modifies the "Create a ticket in..." drop-down on RT's main page; instead of presenting a list of queue names, it instead presents a list of problem types, and dispatches to the appropriate queue.

It does this by inspecting the "Problem Type" custom field on each queue, which should be of type "Select one value." For each queue, all possible values for this custom field will be added to the drop-down, categorized under the queue name. If a queue has no "Problem Type" custom field, or the custom field has no possible values, the queue name will appear instead.

This is a user-configurable option; advanced users may prefer to revert to the simple queue name drop-down. This preference appears under the "General" header in user preferences, as "Create tickets by selecting a problem type, not a queue."

INSTALLATION

perl Makefile.PL

make

make install

May need root permissions

Edit your /opt/rt5/etc/RT_SiteConfig.pm

If you are using RT 4.2 or greater, add this line:

Plugin('RT::Extension::CreateByProblemType');

For 4.0, add this line:

Set(@Plugins, qw(RT::Extension::CreateByProblemType));

or add RT::Extension::CreateByProblemType to your existing @Plugins line.

Clear your mason cache

rm -rf /opt/rt5/var/mason_data/obj

Restart your webserver

CONFIGURATION

To default this extension on, add the following to your etc/RT_SiteConfig.pm:

Set( $CreateByProblemType, 1);

AUTHOR

Best Practical Solutions, LLC <modules@bestpractical.com>

BUGS

All bugs should be reported via email to

L<bug-RT-Extension-CreateByProblemType@rt.cpan.org|mailto:bug-RT-Extension-CreateByProblemType@rt.cpan.org>

or via the web at

L<rt.cpan.org|http://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-CreateByProblemType>.

COPYRIGHT

This extension is Copyright (C) 2008-2022 Best Practical Solutions, LLC.

This is free software, licensed under:

The GNU General Public License, Version 2, June 1991