It is set to mandatory - but, that only affects tickets entered via the web interface, not tickets which come in via email. And, it also only acts at create time, not at resolve time...
So, I am hoping to have a final check done at resolve time, and not allow the ticket to be resolved unless the required fields are completed. If I am missing something obvious, please let me know. -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of Emmanuel Lacour Sent: Tuesday, January 12, 2010 2:52 AM To: [email protected] Subject: Re: [rt-users] Need to make CF mandatory at resolve time 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: [email protected] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center ([email protected]) immediately by email and delete the original message. ------------------------------------------------------------------------------------ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
