Ian, When I first go to a ticket and select "Jumbo", all CF's look fine. When I go back to "Display", they are also fine. I do find, though, that when I make a change to a CF and then select a different view, the change does always show. A Question; have you tried updating the CF in a ticket, then get out to look at another ticket, then get back into the one you changed? I think if you do this, you'll find that the change DID commit. However, I think that due to cache, when you take different looks at the ticket after a change without getting that cache re-loaded, you're going to see this. I am also on 3.8.7 and have seen this before. But when I navigate to some other screen (new ticket, a query, home page, etc.) and then come back, the data is correct. Just a thought.
Kenn LBNL On Thu, Sep 30, 2010 at 5:09 AM, Ian Atkinson <[email protected]>wrote: > Hi list, > > I have set up a custom field on our RT (used for an IT helpdesk) which > applies to tickets and is of the type 'select one value'. We use it to track > the categories of helpdesk queries, so there are values for 'printing > issues', 'telephones' and so on. > > The problem I'm having is that when tickets are updated, for example using > the basics or jumbo views, the current value for the custom category is not > always pre-selected in the box. This is problematic as if you don't notice > it's defaulted back to 'no value' you end up clearing off the value when you > commit the other changes. > > I have tried to find a pattern to the behaviour and it seems to be down to > the actual values selected... > > As an example I have a ticket with the field set to 'printing issues'. I > click jumbo and 'no value' is selected for the custom field. If I change the > value to 'email issues' and go back to jumbo, 'email issues' is correctly > set in the box. If I change it back again it goes back to 'no value'. > > I can't see a difference between the option called 'email issues' and one > called 'printing issues'? There are no special characters in the names and > the problem persists with the descriptions blanked off as well. > > It's not down to a character limit as the one called 'hardware > request/repair' works which is longer than 'printing issues'. It's the same > for any user regardless of privileges or who owns the ticket. > > Any ideas? It seems like a bug to me? > > This is on 3.8.7 and we had the problem on the previous version as well. I > have put below the 16 values and which 4 of them work but I can't see a > pattern and there is no way in RT to treat one of the values any differently > to the others anyway; it's just a list. > > Thanks, > > Ian. > > "Cartridges", NO > "Development", NO > "Email Issues", YES > "Fault", NO > "Hardware Request/Repair", YES > "Software Requests", YES > "Network File Access", NO > "Password problems", NO > "Printing issues", NO > "Purchases", NO > "Server issues", NO > "Service request", NO > "Telephones", NO > "User Setup", NO > "Workshop specific", NO > "S/R Workshops", YES > > -------------------------------------- > Ian Atkinson > Senior Infrastructure Support Engineer > Leeds College of Art and Design > > > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! >
RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
