[rt-users] Display custom fields in a ticket
Joop wrote: >On 22-3-2016 18:56, Jeffrey Pilant wrote: >> I am a novice at RT. I was given an instance of RT 3.8.4 to upgrade a >> while ago. >> >> I upgraded it into RT 4.2.10. Seemed to be OK. At least it ran. >> >> Today, months later, I was informed the tickets are not displaying the >> custom fields that used to be there. >> >> I have confirmed that the field definitions appear to have been copied >> over. >> >> However, the fields are not showing in the display. >> >> >> >> Can someone post stuff for me to check? > >Use the Admin part to check if those CF are still 'applied to' your queues. >Another thing: it could be rights related > >> I suspect it is something as simple as adding the field to the list of >> things to show on the display page. >> >> However, I don't know how to do that. > >Its possible some custom code/callbacks did some wonderful things but >without an idea how it looked like and how its looking now its hard to >guess as to why it doesn't work. >Do you happen to have a file backup of the RT install tree? >That way you can try to find out if any customization has been done. When I check for the custom fields for the queue, I see no fields listed under selected and no fields listed under unselected. Just checked my user rights: My login is a member of the admin group. The admin group has all but: Modify ticket owner on owned tickets [ReassignTicket] *Show Articles menu [ShowArticlesMenu] Show global templates [ShowGlobalTemplates] Show history of public user properties [ShowUserHistory] *Allow writing Perl code in templates, scrips, etc [ExecuteCode] Create, modify and delete custom fields values [AdminCustomFieldValues] The two with asterisks (*), I pick up via other groups. So basically, I have every right I probably need. Looking at the right of the custom field, it seems to have none. I think it should have: View custom fields [SeeCustomField] But when I check it and save it, nothing changes on the ticket display. I have a local VM with the old install in working condition, so I have all the files and data. Not sure where to look. /jeff The information contained in this e-mail is for the exclusive use of the intended recipient(s) and may be confidential, proprietary, and/or legally privileged. Inadvertent disclosure of this message does not constitute a waiver of any privilege. If you receive this message in error, please do not directly or indirectly use, print, copy, forward, or disclose any part of this message. Please also delete this e-mail and all copies and notify the sender. Thank you. For alternate languages please go to http://bayerdisclaimer.bayerweb.com - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] RT 4.4.0 upgrade questions
On 22-3-2016 21:01, Dave Florek wrote: > Hi, > > I'm using RT 4.2 and I'm looking to upgrade to 4.4.0. I'm opting for a > complete wipe and reinstall because I added about 40 modules to RT 4.2 > that RT 4.4.0 integrated a few. If I do a backup of the PostGRESQL > database I'm using, would that data be compatible or easily restored > in RT 4.4.0? I don't know if the MySQL or PostGRESQL data changes > formats in minor releases. Could someone clarify? I just upgrade from 4.0.23 with a couple of extensions to 4.4 and haven't had any major problems and the upgrade consisted of moving the database to a dedicated db server and RT to a dedicated webserver. It used to be an all in one VM. Thats more or less the same situation you're in. I installed a fresh postgres-9.3 server, imported my old database into it, installed a new webserver, installed rt-4.4.0 and ran 'make upgrade', ran the upgrade database steps, see documentation, and told it I came from 4.0.23 and wanted to end at 4.4. Upgrade went OK except for a few minor things. - being one of the first to try I hit a documentation bug. Should be solved now. - had external auth (AD) so needed to fix the users table - forgot the root password so had to reset it to something known, google is your friend - had the third party AssetTracker but wanted the BP one so had to manually convert quite a bit of the database Thats the problem spot: if you have extensions which interact with the base product beyond just visually then, but you should always do that, test , test and test. In my case: linking from tickets/articles to the old assets causes display artifacts if you don't have the extension installed. Most extensions don't have these problems and if you know your extensions well you can guess whether it will work or not. Read the UPGRADING documentation. SLA is core now, Assets are, ExternalAuth is. So don't reinstall those extensions anymore. Anything else depends on the original authors whether it will work with 4.4. Regards, Joop - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] RT 4.4.0 upgrade questions
Hi, I'm using RT 4.2 and I'm looking to upgrade to 4.4.0. I'm opting for a complete wipe and reinstall because I added about 40 modules to RT 4.2 that RT 4.4.0 integrated a few. If I do a backup of the PostGRESQL database I'm using, would that data be compatible or easily restored in RT 4.4.0? I don't know if the MySQL or PostGRESQL data changes formats in minor releases. Could someone clarify? Thanks, - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Display custom fields in a ticket
On 22-3-2016 18:56, Jeffrey Pilant wrote: > > I am a novice at RT. I was given an instance of RT 3.8.4 to upgrade a > while ago. > > I upgraded it into RT 4.2.10. Seemed to be OK. At least it ran. > > Today, months later, I was informed the tickets are not displaying the > custom fields that used to be there. > > I have confirmed that the field definitions appear to have been copied > over. > > However, the fields are not showing in the display. > > > > Can someone post stuff for me to check? > Use the Admin part to check if those CF are still 'applied to' your queues. Another thing: it could be rights related > > I suspect it is something as simple as adding the field to the list of > things to show on the display page. > > However, I don’t know how to do that. > Its possible some custom code/callbacks did some wonderful things but without an idea how it looked like and how its looking now its hard to guess as to why it doesn't work. Do you happen to have a file backup of the RT install tree? That way you can try to find out if any customization has been done. Regards, Joop - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Replying to the same ticket at same time.
On 22-3-2016 14:22, Parish, Brent wrote: > Sorry! You are quite correct, Joop - I am using that extension (and yes, it > is compatible with 4.4 -- or rather I should say that I have not had any > issues with it yet) > No problem. I'm going to try it on a test setup and if it adds to our workflow implement it in production. Thanks for confirming, Joop PS: Sorry, missed the reply to list - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] Display custom fields in a ticket
I am a novice at RT. I was given an instance of RT 3.8.4 to upgrade a while ago. I upgraded it into RT 4.2.10. Seemed to be OK. At least it ran. Today, months later, I was informed the tickets are not displaying the custom fields that used to be there. I have confirmed that the field definitions appear to have been copied over. However, the fields are not showing in the display. Can someone post stuff for me to check? I suspect it is something as simple as adding the field to the list of things to show on the display page. However, I don't know how to do that. Any help appreciated. /jeff The information contained in this e-mail is for the exclusive use of the intended recipient(s) and may be confidential, proprietary, and/or legally privileged. Inadvertent disclosure of this message does not constitute a waiver of any privilege. If you receive this message in error, please do not directly or indirectly use, print, copy, forward, or disclose any part of this message. Please also delete this e-mail and all copies and notify the sender. Thank you. For alternate languages please go to http://bayerdisclaimer.bayerweb.com - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Custom scrip condition
Hi Raymond, The following plugin may be what you are looking for. https://metacpan.org/pod/RT::Extension::AdminConditionsAndActions Best Regards Martin On 2016-03-22 13:49, raymond.teunis...@kpn.com wrote: Hi, I'm trying to find a way to add a custom scrip-condition, for when a ticket is merged. The thing I basically want is that when ticket 1 is merged into ticket 2 (which is closed), it automagically sets the status of ticket 2 to open. I'm running RT 4.2, and I'm not good in Perl. Can anyone help me with the code for the custom condition? Thanks! Raymond - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] Custom scrip condition
Hi, I'm trying to find a way to add a custom scrip-condition, for when a ticket is merged. The thing I basically want is that when ticket 1 is merged into ticket 2 (which is closed), it automagically sets the status of ticket 2 to open. I'm running RT 4.2, and I'm not good in Perl. Can anyone help me with the code for the custom condition? Thanks! Raymond - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Replying to the same ticket at same time.
Sorry! You are quite correct, Joop - I am using that extension (and yes, it is compatible with 4.4 -- or rather I should say that I have not had any issues with it yet) -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Joop Sent: Monday, March 21, 2016 4:27 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Replying to the same ticket at same time. On 21-3-2016 20:48, Parish, Brent wrote: > 4.4 offers a "ticket locked" message that you can leverage > > > Are you referring to core functionality? because I haven't seen that mentioned in the 4.4 Readme. I'm aware of the extension RT::Extension::TicketLocking but haven't tried if its compatible with 4.4. Regards, Joop - RT 4.4 and RTIR Training Sessions https://urldefense.proofpoint.com/v2/url?u=https-3A__bestpractical.com_training=CwICAg=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I=_ypzGx1u_Q2g42c8ukF9mQATuoUFsjYD7fUqTycAvL0=aQkejwQGP-FlTL9sWXdM3Flw92LG2t-aevnIX7WC_5w= * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
