On Fri, Jan 08, 2010 at 03:24:22PM -0500, Lander, Scott wrote: > folks, > > In RT 3.8.x. I have several different queues, each of which have their > own work categories as CFs. When a call comes in from a user to the help > desk the help desk people select the queue and fill in the mandatory CF. > > however, if a user emails in a ticket, there is nothing the enforces the > mandatory fields, and I can't always determine it from the contents of the > email. > > So, my question is, is there a way to enforce mandatory fields to be filled > in at resolve time? The ticket owner is the best one to know which category > a ticket belongs in anyways. So, resolve time is really the right time for > this selection for us, anyways. >
First you should modify your customfield and set "Validation" to "Mandatory". Then you can use http://wiki.bestpractical.com/view/DisplayCustomFieldsOnTicketUpdatePage to add CustomField on Resolve page (and other Respond/Comment pages). But you will have to modify a bit of code in share/html/Ticket/Update.html (for comment/resolve/respond) and share/html/Ticket/Modify.html (for Edit basics (change ticket status)) to enforce this check as by default it's only done in share/html/Ticket/Create.html. And if this CF as to be enforced _only_ on resolve, you needs to modify previous pages and share/html/Ticket/Create.html to avoid enforcing it on ticket creation ... _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
