I am new to RT and have been tasked with a project I am finding rather difficult.
We are running RT 3.4.4 and need to ensure certain fields are completed before a ticket can be closed. Searching the list archives it appears that making certain fields mandatory was added in a more recent version, but I managed to find a scrip I can use with our current version that allows RT to re-open a ticket if certain fields have a particular value (null value in this case). This is working well. The problem I am encountering however is that there is a requirement to have these particular fields separate from the other custom fields in RT. What we need is to have custom fields a, b and c in the Basics view and fields d, e and f (although more than likely non-sequential) on another page. We also don't need or want to see "d, e and f" during the ticket creation process, as these fields are only relevant to ticket closure. (They are in fact relating to having updated network diagrams and documentation). I have what I consider to be a nasty hack working to do this at the moment; I've added a "Checklist" item to the tab bar, pointing to a copy of the EditCustomFields element and have a perl hash containing the names of the fields I want on this form. As we loop around the "my $CustomField = $CustomFields->Next()" portion of the EditCustomFields, it simply performs a perl "next" if the field is not in the hash. For the original EditCustomFields element, the opposite is true; it processes the next field if the current field IS in the hash. I will likely attempt upgrading to the latest version of RT in the future, however at this time I am currently not comfortable enough with the software or environment to attempt to do so. Is there a cleaner and simpler way to achieve separation of particular custom fields in RT 3.4.4? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
