++ed by:
GIBUS

1 PAUSE user

Gérald Sédrati-Dinet
and 1 contributors

NAME

RT::Extension::Memo - Add a memo widget to tickets

DESCRIPTION

This module adds a new widget to any ticket which allows to add, edit and display information directly on the ticket display page.

In many cases, resolving a ticket involves to collect and store some information which helps the owner of the ticket to find some solution. Such information includes tips and tricks, todo list, etc. The common way to handle such information in RT is to paste it into comments.

To do so has several drawbacks. First, it mixed information which is relevant only to the owner of the ticket with communication between internal actors, that occurs through comments, for instance between the owner of the ticket and some of her colleagues. Second, the owner of the ticket has to search in the history for all comments to keep up with what has been done and what is left to be done, various issues that have arisen, etc. Third, when the owner of the ticket wants to add a new comment, she has to leave the display page of the ticket for the update form, loosing any access to the history of the comments, as well as various information about the ticket, such as its custom fields, dates or people. One solution to have the history at hand when adding a new comment, is to reply to the previous comment each time something has to be added. But the information is then copied in each reply with unneeded and cumbersome redundancy. Fourth, replying to the previous comment implies that this previous comment is folded when displaying the new one, with the consequence that it must be unfolded to read it and that its content cannot be searched until it is unfolded.

The RT-Extension-Memo plugin provides a new widget to manage such information. It is displayed on the top of the history in the display page of the ticket, therefore gathering all information at the same place. It can be edited directly on this same display page, with all information about the ticket at hand.

Internally, such a Memo is stored in a single attribute, avoiding too much extra storage space (as it would have been the case if it was stored as a custom field value where all revisions are kept up in the database). The counterpart of this technical implementation is that caution has to be made when editing the Memo: any previous revision is overwritten, so if information is deleted when editing the Memo, it is actually forever lost.

CONFIGURATION

These options are set in etc/Memo_Config.pm and can be overridden by users in their preferences.

$MemoRichText

Should "rich text" editing be enabled for memo widget?

$MemoHeight

Set number of lines of the textarea for editing memo.

$MemoRichTextHeight

Set height (in number of pixels) of the rich text editor for editing memo.

RIGHTS

The following new rights can be applied at the global level or at the queue level:

SeeMemo

Users and groups with this right are able to see the Memo on the display page of a ticket.

ModifyMemo

Users and groups with this right are able to add a new Memo and to edit existing Memo attached to a ticket.

STYLING

The CSS properties of the Memo widget can be styled by overwriting defaults set in static/css/memo.cc.

RT VERSION

Works with RT 4.2 or greater

INSTALLATION

perl Makefile.PL
make
make install

May need root permissions

Edit your /opt/rt4/etc/RT_SiteConfig.pm

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

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

For RT 4.0, add this line:

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

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

Clear your mason cache
    rm -rf /opt/rt4/var/mason_data/obj
Restart your webserver

AUTHOR

Gérald Sédrati-Dinet <gibus@easter-eggs.com>

REPOSITORY

https://github.com/gibus/RT-Extension-Memo

BUGS

All bugs should be reported via email to

bug-RT-Extension-Memo@rt.cpan.org

or via the web at

rt.cpan.org.

LICENSE AND COPYRIGHT

This software is Copyright (c) 2017 by Gérald Sédrati-Dinet, Easter-Eggs

This is free software, licensed under:

The GNU General Public License, Version 3, June 2007