[rt-users] Custom fields in ticket transactions without any comment/correspondence text
It seems it's possible to perform a transaction that does not contain any comment or correspondence text. For example, you might change the current state of the ticket, update time worked, change requestors, etc. I think even changing custom fields on a ticket might be possible. However, it seems functionality on custom fields on the transactions themselves is a bit limited. If I try for example making a transaction with an empty comment, where I update time worked, and also set a custom field, that does not seem to be reflected in the history. If I do it with a comment however, it seems to work fine. Am I doing something wrong, or is this just a bit of functionality that's not quite there?
Re: [rt-users] Custom fields in saved searches
Hi Alex, On Wed, Nov 30, 2016 at 8:05 AM, Alex Hallwrote: > Hi all, > We have one global custom field, 'type', and several other custom fields > that only apply to one queue. When we make a saved search for our sales reps > so they can see tickets that apply to the customers they manage, we can't > include any custom fields in the criteria or display except 'type'. I know > this is because the other fields aren't global, but how do we get RT to > include these fields? These reps all have access to the queue to which the > fields belong, so I'm not sure why they (the fields) won't show up anywhere > in the search builder interface. I can't even write them in, although given > how many different ways there seem to be to write in a CF, I could just be > doing it wrong. Thanks for any suggestions. The per-queue CFs will show up, in the Search Builder interface, once you restrict your query to that queue - ie. add a Queue is "Blah" predicate. -m - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Custom fields in saved searches
Hi all, We have one global custom field, 'type', and several other custom fields that only apply to one queue. When we make a saved search for our sales reps so they can see tickets that apply to the customers they manage, we can't include any custom fields in the criteria or display except 'type'. I know this is because the other fields aren't global, but how do we get RT to include these fields? These reps all have access to the queue to which the fields belong, so I'm not sure why they (the fields) won't show up anywhere in the search builder interface. I can't even write them in, although given how many different ways there seem to be to write in a CF, I could just be doing it wrong. Thanks for any suggestions. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Custom fields default values on mail gateway
Someone in private pointed me to his book, and mentioned permissions. Then I figured it out, dummy me. Of course, rights. rt-mailgate "authenticates" as an user created out of the mails's FROM address [1]. And that's an unprivileged user. I tried several ways, and it only worked giving ModifyCustomField e SeeCustomField rights to unprivileged users (I did this only for one particular customfield I need the default to be set on arrival). This seems like an excellent use case for the new SetInitialCustomField right that came in 4.4.1, that would be more restricted, but setting or unsetting it does not make any difference for my case. Can someone tip me if this is a bug, feature request, or maybe still some wrong config of my part? [1] https://docs.bestpractical.com/rt/4.4.1/RT/Interface/Email/Auth/MailFrom.html Diego Morales Fones: +55 51 3024-3568 | +55 11 4063-8864 Propus - TI alinhada a negócios Service | Telecom | Tech | Data Science www.propus.com.br On Mon, Aug 29, 2016 at 7:15 PM, Diego Moraleswrote: > Hello, > > I am using RT 4.4.1, setting a default value for a Custom Field, and that > seems to be ignored when the ticket is created via email (rt-mailgate). > > It does work when I create a ticket using the API, for example (via > python-rt). I have logs on debug level and see no errors about it. > > Does anybody there confirm that? Or is it something in my setup? I tried > disabling all plugins, and made no difference. > > Thanks in advance. > > Diego Morales > Fones: +55 51 3024-3568 | +55 11 4063-8864 > Propus - TI alinhada a negócios > Service | Telecom | Tech | Data Science > www.propus.com.br > > - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
[rt-users] Custom fields default values on mail gateway
Hello, I am using RT 4.4.1, setting a default value for a Custom Field, and that seems to be ignored when the ticket is created via email (rt-mailgate). It does work when I create a ticket using the API, for example (via python-rt). I have logs on debug level and see no errors about it. Does anybody there confirm that? Or is it something in my setup? I tried disabling all plugins, and made no difference. Thanks in advance. Diego Morales Fones: +55 51 3024-3568 | +55 11 4063-8864 Propus - TI alinhada a negócios Service | Telecom | Tech | Data Science www.propus.com.br - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Custom fields in transaction
For some reason I didn't see that option first when I wrote this message or it seemed to be absent. The problem is solved now, scrapped the idea of classifying by custom field and instead using regex to search inside subject & content. On Wed, Jul 6, 2016 at 5:56 PM, Jim Brandtwrote: > Each scrip has a stage that is set as part of the configuration through > the web UI. You should be able to find it on the Applies to tab when > configuring the scrip. By default, it will be set to Normal. To get the > scrip to run at the end in batch mode, you need to set that to Batch and > save the scrip. > > > On 7/1/16 10:29 PM, Nilesh wrote: > >> Can you provide some example? >> On the wiki I saw some scrip which was testing the return value of >> TransactionBatch method, but now after doing that I don't see the log. >> >> In custom action commit code: >> >> my $batch = $self->TicketObj->TransactionBatch; >> if($batch) { >> RT::Logger->info("transaction batch"); >> RT::Logger->info("Field Value: " . $self->TransactionObj- >> >>> FirstCustomFieldValue('Product')); >>> >> } >> >> -- >> Nilesh >> >> On 01-Jul-2016 10:52 pm, "Jim Brandt" >> wrote: >> >> On 6/30/16 11:41 PM, Nilesh wrote: >> >>> Hi, >>> >>> I'm trying to assign the ticket to a queue based on a transaction >>> custom field, but I am unable to fetch the custom field in my scrip. >>> >>> Scrip details: >>> Condition: On correspond >>> Action: User defined >>> Template: Blank >>> >>> Custom condition: >>> 1; >>> >>> Custom action preparation code: >>> 1; >>> >>> Custom action commit code: >>> my $queueName = $self->TicketObj->QueueObj->Name; >>> RT::Logger->info("Queue name: $queueName"); >>> >>> my $trans = $self->TransactionObj; >>> RT::Logger->info($trans->FirstCustomFieldValue("Product")); >>> >>> -- >>> >>> The method FirstCustomFieldValue returns empty even though the value >>> is >>> set in form submission. >>> >>> All the stuff I found on Google are about custom fields in tickets, >>> seems nobody uses transaction custom fields? >>> >>> I'm using RT 4.4.0. >>> >>> >>> >> If you are submitting the value for Product in the same update, the On >> Correspond transaction may run before the value is committed, so it's >> not there yet. Try moving the scrip to Batch stage rather than Normal. >> Batch runs at the end, so the value should be set. >> >> - >> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training >> * Los Angeles - September, 2016 >> >> - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
Re: [rt-users] Custom fields in transaction
Each scrip has a stage that is set as part of the configuration through the web UI. You should be able to find it on the Applies to tab when configuring the scrip. By default, it will be set to Normal. To get the scrip to run at the end in batch mode, you need to set that to Batch and save the scrip. On 7/1/16 10:29 PM, Nilesh wrote: Can you provide some example? On the wiki I saw some scrip which was testing the return value of TransactionBatch method, but now after doing that I don't see the log. In custom action commit code: my $batch = $self->TicketObj->TransactionBatch; if($batch) { RT::Logger->info("transaction batch"); RT::Logger->info("Field Value: " . $self->TransactionObj- FirstCustomFieldValue('Product')); } -- Nilesh On 01-Jul-2016 10:52 pm, "Jim Brandt"wrote: On 6/30/16 11:41 PM, Nilesh wrote: Hi, I'm trying to assign the ticket to a queue based on a transaction custom field, but I am unable to fetch the custom field in my scrip. Scrip details: Condition: On correspond Action: User defined Template: Blank Custom condition: 1; Custom action preparation code: 1; Custom action commit code: my $queueName = $self->TicketObj->QueueObj->Name; RT::Logger->info("Queue name: $queueName"); my $trans = $self->TransactionObj; RT::Logger->info($trans->FirstCustomFieldValue("Product")); -- The method FirstCustomFieldValue returns empty even though the value is set in form submission. All the stuff I found on Google are about custom fields in tickets, seems nobody uses transaction custom fields? I'm using RT 4.4.0. If you are submitting the value for Product in the same update, the On Correspond transaction may run before the value is committed, so it's not there yet. Try moving the scrip to Batch stage rather than Normal. Batch runs at the end, so the value should be set. - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
Re: [rt-users] Custom fields in transaction
The use case is simple, I want to move tickets to different queues based on a custom field and this should happen when the agent is replying. So transaction is the best place to introduce such a field. -- Nilesh On Tue, 2016-07-05 at 20:00 +0530, aniket tripathy wrote: > Hi Nilesh, > > Can you please explain,the use case. Just trying to understand the > scenario where a transaction custom field would be best fit. > > Thanks. > -Aniket > > On Fri, Jul 1, 2016 at 9:11 AM, Nileshwrote: > > Hi, > > > > I'm trying to assign the ticket to a queue based on a transaction > > custom field, but I am unable to fetch the custom field in my > > scrip. > > > > Scrip details: > > Condition: On correspond > > Action: User defined > > Template: Blank > > > > Custom condition: > > 1; > > > > Custom action preparation code: > > 1; > > > > Custom action commit code: > > my $queueName = $self->TicketObj->QueueObj->Name; > > RT::Logger->info("Queue name: $queueName"); > > > > my $trans = $self->TransactionObj; > > RT::Logger->info($trans->FirstCustomFieldValue("Product")); > > > > -- > > > > The method FirstCustomFieldValue returns empty even though the > > value is > > set in form submission. > > > > All the stuff I found on Google are about custom fields in tickets, > > seems nobody uses transaction custom fields? > > > > I'm using RT 4.4.0. > > > > -- > > Nilesh > > > > - > > RT 4.4 and RTIR Training Sessions https://bestpractical.com/trainin > > g > > * Los Angeles - September, 2016 > > - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
Re: [rt-users] Custom fields in transaction
Can you provide some example? On the wiki I saw some scrip which was testing the return value of TransactionBatch method, but now after doing that I don't see the log. In custom action commit code: my $batch = $self->TicketObj->TransactionBatch; if($batch) { RT::Logger->info("transaction batch"); RT::Logger->info("Field Value: " . $self->TransactionObj- >FirstCustomFieldValue('Product')); } -- Nilesh On 01-Jul-2016 10:52 pm, "Jim Brandt"wrote: On 6/30/16 11:41 PM, Nilesh wrote: > Hi, > > I'm trying to assign the ticket to a queue based on a transaction > custom field, but I am unable to fetch the custom field in my scrip. > > Scrip details: > Condition: On correspond > Action: User defined > Template: Blank > > Custom condition: > 1; > > Custom action preparation code: > 1; > > Custom action commit code: > my $queueName = $self->TicketObj->QueueObj->Name; > RT::Logger->info("Queue name: $queueName"); > > my $trans = $self->TransactionObj; > RT::Logger->info($trans->FirstCustomFieldValue("Product")); > > -- > > The method FirstCustomFieldValue returns empty even though the value > is > set in form submission. > > All the stuff I found on Google are about custom fields in tickets, > seems nobody uses transaction custom fields? > > I'm using RT 4.4.0. > > If you are submitting the value for Product in the same update, the On Correspond transaction may run before the value is committed, so it's not there yet. Try moving the scrip to Batch stage rather than Normal. Batch runs at the end, so the value should be set. - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016 -- Nilesh - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
Re: [rt-users] Custom fields in transaction
On 6/30/16 11:41 PM, Nilesh wrote: Hi, I'm trying to assign the ticket to a queue based on a transaction custom field, but I am unable to fetch the custom field in my scrip. Scrip details: Condition: On correspond Action: User defined Template: Blank Custom condition: 1; Custom action preparation code: 1; Custom action commit code: my $queueName = $self->TicketObj->QueueObj->Name; RT::Logger->info("Queue name: $queueName"); my $trans = $self->TransactionObj; RT::Logger->info($trans->FirstCustomFieldValue("Product")); -- The method FirstCustomFieldValue returns empty even though the value is set in form submission. All the stuff I found on Google are about custom fields in tickets, seems nobody uses transaction custom fields? I'm using RT 4.4.0. If you are submitting the value for Product in the same update, the On Correspond transaction may run before the value is committed, so it's not there yet. Try moving the scrip to Batch stage rather than Normal. Batch runs at the end, so the value should be set. - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
[rt-users] Custom fields in transaction
Hi, I'm trying to assign the ticket to a queue based on a transaction custom field, but I am unable to fetch the custom field in my scrip. Scrip details: Condition: On correspond Action: User defined Template: Blank Custom condition: 1; Custom action preparation code: 1; Custom action commit code: my $queueName = $self->TicketObj->QueueObj->Name; RT::Logger->info("Queue name: $queueName"); my $trans = $self->TransactionObj; RT::Logger->info($trans->FirstCustomFieldValue("Product")); -- The method FirstCustomFieldValue returns empty even though the value is set in form submission. All the stuff I found on Google are about custom fields in tickets, seems nobody uses transaction custom fields? I'm using RT 4.4.0. -- Nilesh - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
[rt-users] Custom Fields change behavior after upgrade to 4.2.11
Hello all, First post/question. I have been an RT user for a number of years now. I originally started with a v3 and have been running 4.0.4 for quite some time now. Recently did the upgrade to 4.2.11 and with a little adjusting here and there, now have it running quite well. One difference I have run across that I would like to get fixed/adjusted. I have some custom fields setup. Example: Customer Name, Customer Number, Contact Number, etc... These fields are all validated fields to prevent employees from entering bogus values. Previously, I could select a ticket and click on The Basics and it would allow me to change the any of the basic fields and update the ticket with no issues. After the upgrade, I must enter the validated custom fields or the ticket will not be updated. I would like to be able to go back to the old behavior. Any help would be great! Thank you in advance, Ron Fancella
[rt-users] Custom fields
Hello, I've created some custom fields for the the 'ticket creation' form, and I would like for certain users to be able to fill in theses custom fields when creating a new ticket so I have given them the right to see and modify CF, but also I don't want them to be able to modify the values for the custom fields after submitting the ticket; Please someone tell me how to achieve that. Thanks in advance.
Re: [rt-users] Custom Fields
Sorry I did not explain this very well. The area I would like to use the custom field in is the Calculate section of the graphing tool. Also I am using version 4.2.3 Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Landon Stewart [mailto:lstew...@iweb.com] Sent: Tuesday, March 24, 2015 2:57 PM To: Bryon Baker Cc: RT Users (rt-users@lists.bestpractical.com) Subject: Re: [rt-users] Custom Fields On Mar 24, 2015, at 11:49 AM, Bryon Baker bba...@copesan.commailto:bba...@copesan.com wrote: Hello all Can custom fields be used in graphs? If so can someone point me in the direction of some article explaining how? Yes. Before version 4.2 you perform a search and make sure to select the Queue as part of the query so the queue specific CFs are loaded. Once that is done you click Chart on the upper right. You can then use the dropdown for Show chart grouped by to select any field including custom fields. In 4.2 however you can graph by multiple custom fields at once. Example: [cid:image001.png@01D0664D.13B3F4A0] Landon Stewart : lstew...@iweb.commailto:lstew...@iweb.com Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com : +1 (888) 909-4932
Re: [rt-users] Custom Fields
On Mar 24, 2015, at 2:10 PM, Bryon Baker bba...@copesan.com wrote: Sorry I did not explain this very well. The area I would like to use the custom field in is the Calculate section of the graphing tool. Also I am using version 4.2.3 A! Well ya got me there. I don't know. I checked mine (4.2.9) and it's not available, only date fields that you are probably already seeing listed as well. Landon Stewart : lstew...@iweb.com Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com : +1 (888) 909-4932 signature.asc Description: Message signed with OpenPGP using GPGMail
[rt-users] Custom Fields
Hello all Can custom fields be used in graphs? If so can someone point me in the direction of some article explaining how? Thanks for all the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
Re: [rt-users] Custom Fields
On Mar 24, 2015, at 11:49 AM, Bryon Baker bba...@copesan.com wrote: Hello all Can custom fields be used in graphs? If so can someone point me in the direction of some article explaining how? Yes. Before version 4.2 you perform a search and make sure to select the Queue as part of the query so the queue specific CFs are loaded. Once that is done you click Chart on the upper right. You can then use the dropdown for Show chart grouped by to select any field including custom fields. In 4.2 however you can graph by multiple custom fields at once. Example: Landon Stewart : lstew...@iweb.com Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com : +1 (888) 909-4932 signature.asc Description: Message signed with OpenPGP using GPGMail
Re: [rt-users] Custom fields validation on moving between two inactive states, after upgrade
I recently upgraded from 4.0.9 to 4.2.3 and some users tell me that the behaviour of mandatory custom field changed. I recovered the old installation and DB from backups and the mistery is solved: from 4.0.9 to 4.2.3, the file share/html/Ticket/Modify.html changed in such a way that my Default callback was actually breaking custom field validation in 4.0.9, and is not any more breaking it in 4.2.3. Best regards, Bergonz -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Custom fields validation on moving between two inactive states, after upgrade
the file share/html/Ticket/Modify.html changed in such a way that my Default callback was actually breaking custom field validation Not so simple: I removed all the local directory, including plugins, stopped apache, cleaned mason obj, and mandatory CF are still not validating. Maybe it's something in 4.0.9. Being an outdated version, I will not annoy you anymore about that. Regards, Bergonz -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] Custom fields validation on moving between two inactive states, after upgrade
I recently upgraded from 4.0.9 to 4.2.3 and some users tell me that the behaviour of mandatory custom field changed. We have two inactive states: the usual new and to be done. They say that moving a ticket from new to to be done did not require filling the mandatory CFs in 4.0.9 and does require filling them in 4.2.3. Before I recover 4.0.9 from backups and make a test installation, does anybody know if I missed something from the release notes? I tried to read them all, but I did not see anything about this. Thanks in advance, Bergonz -- Ing. Michele Bergonzoni - Laboratori Guglielmo Marconi S.p.a. Phone:+39-051-6781926 e-mail: berg...@labs.it alt.advanced.networks.design.configure.operate -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] Custom fields with names in SearchFormat
How would one use a custom field with a space in a SearchFormat? The wiki says Use __CustomField.{NAME}__ as field name to display custom field values in search results. But what should I do if NAME contains a space character? Jonah Hirsch Application Systems Analyst Campus Services and Activities – IT Support (928) 523-6579 jonah.hir...@nau.edumailto:jonah.hir...@nau.edu [Description: Description: NAU_PrimH_web[1]] inline: AAF9679B-5DB1-4F8C-95E6-47704BEE70BB[1].png-- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Custom fields with names in SearchFormat
On Fri, Mar 07, 2014 at 10:12:57PM +, Jonah Hirsch wrote: How would one use a custom field with a space in a SearchFormat? The wiki says Use __CustomField.{NAME}__ as field name to display custom field values in search results. But what should I do if NAME contains a space character? What happened when you tried it? Alternately, go to Search - Tickets - New Search Go to the bottom of the screen and add the Custom Field to your format (assuming a global CF, if a Queue CF, select a Queue, then add the CF to your format). Click on Advanced and read the format box to see how RT has quoted it. -kevin pgp_uDRbEJ7us.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Custom fields export
On Mon, Feb 17, 2014 at 10:15:29AM +0200, Yavor Marinov wrote: does anyone knows any easy way to export only custom fields settings, in order to migrate RT 4.2.2 ? What are you trying to accomplish? -kevin pgpXtiSnhbOgA.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Custom fields export
We have many custom fields created in testing environment and i would like to export them ready for the production. On 02/18/2014 07:50 PM, Kevin Falcone wrote: On Mon, Feb 17, 2014 at 10:15:29AM +0200, Yavor Marinov wrote: does anyone knows any easy way to export only custom fields settings, in order to migrate RT 4.2.2 ? What are you trying to accomplish? -kevin -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] Custom fields export
Hello everyone, does anyone knows any easy way to export only custom fields settings, in order to migrate RT 4.2.2 ? -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Custom fields export
does anyone knows any easy way to export only custom fields settings, in order to migrate RT 4.2.2 ? Just run duplicate-rt-instance-but-without-tickets.pl :( There is no easy way. Get out your database scalpel. -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] Custom Fields on Excel Report
Hi List! I have lots of custom fields im my queues, and when I choose one queue in query builder I have list of all custom fields assigned to this queue. But even if query is built on custom fields values I don't see values of custom fields in results window, nor in exported excel file. How can I get all fields both default and custom on results page and excel file?
Re: [rt-users] Custom Fields on Excel Report
When building the search, once the queue is selected, look at Display Columns panel. The custom fields names should appear in the Add Columns: list. You will want to experiment with the Format: options and the order under Show Columns. -- Jim -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bartosz Maciejewski Sent: Monday, January 27, 2014 8:27 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Custom Fields on Excel Report Hi List! I have lots of custom fields im my queues, and when I choose one queue in query builder I have list of all custom fields assigned to this queue. But even if query is built on custom fields values I don't see values of custom fields in results window, nor in exported excel file. How can I get all fields both default and custom on results page and excel file?
[rt-users] Custom Fields in Dashboard Widgets
Hi all, I was wondering if someone could explain to me the procedure to have a custom field show up in the dashboard widgets (10 highest priority tickets I own 10 newest unowned tickets specifically) or point me in the direction of the appropriate documentation? We use a custom field to keep track of the customer making the request for billing purposes as well as using it as a unofficial knowledge base of what has been done (by whom) at a customer site and how an issue was resolved. Thanks. Cheers, Shane
[rt-users] Custom Fields Clearing After Ticket Update or Create
Hello, We are having a problem where some tickets custom fields are being cleared after being updated. At first, we thought it was only when someone tried to create a ticket with an attachment, but it has also been happening when someone makes a change to a ticket that has already been created with custom fields that were already there. Has anyone else seen this issue? Best Regards, Devin -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] custom fields on dashboard for new tickets?
Thanks all. Worked like a charm! -RickOn Aug 05, 2013, at 04:20 PM, window camera front...@me.com wrote:Hi AllCould someone point me in the right direction of how we would go about creating bullets and other custom fields for the front dashboard that is used by customer who create tickets? We'd like to create bullets and fields (that are mandatory to choose at least one), for say printersnetworkhardwaremonitorapplication, etc., to have the user click on when they create a ticket, and that info would be sent to the owner of the ticket so they could work on it.Thank you for any help you can provide in doing this!-Rick
[rt-users] custom fields on dashboard for new tickets?
Hi AllCould someone point me in the right direction of how we would go about creating bullets and other custom fields for the front dashboard that is used by customer who create tickets? We'd like to create bullets and fields (that are mandatory to choose at least one), for say printersnetworkhardwaremonitorapplication, etc., to have the user click on when they create a ticket, and that info would be sent to the owner of the ticket so they could work on it.Thank you for any help you can provide in doing this!-Rick
Re: [rt-users] Custom Fields and CommandByMail
On Thu, Apr 11, 2013 at 07:28:47PM -0700, charlyc...@yahoo.com.ar wrote: I've been trying for a while to make work the Custom Fields with CommandByMail and cannot find where the problem is. There is a form on the support page that sends an email with this content: Requestor: reques...@domain.com CF.{CustomField1}: 201 CF.{CustomField2}: CF.{CustomField3}: bbb CF.{Custom Field4}: ccc CF.{Custom Field5}: d CF.{Custom Field6}: TTPPEE THis is a test.. test test test this is a test I granted globally to Everyone/Privileged/Unprivileged/Requestors to SeeCustomField/ModifyCustomField, same for each Custom Fields and on each Queue. If these are Queue lever CFs rather than Global CFs and you are Creating tickets rather than updating them, they may well need SeeQueue rights in order to load the custom field. -kevin pgpIiC5Xi27Eo.pgp Description: PGP signature
[rt-users] Custom Fields and CommandByMail
Hi all, I've been trying for a while to make work the Custom Fields with CommandByMail and cannot find where the problem is. There is a form on the support page that sends an email with this content: Requestor: reques...@domain.com CF.{CustomField1}: 201 CF.{CustomField2}: CF.{CustomField3}: bbb CF.{Custom Field4}: ccc CF.{Custom Field5}: d CF.{Custom Field6}: TTPPEE THis is a test.. test test test this is a test I granted globally to Everyone/Privileged/Unprivileged/Requestors to SeeCustomField/ModifyCustomField, same for each Custom Fields and on each Queue. I'm using rt-mailgate to download the emails and transfer them to RT, the tickets are create and the requestor is changed, but Custom Fields are not changed. RT Version: 4.0.10 / CommandByMail: 0.10 I tried once and below is the output of the debug log. Thank you for your help, Charly [Fri Apr 12 01:35:07 2013] [debug]: Converting 'iso-8859-1' to 'utf-8' for text/plain - Test using CF -- 9:35 (/data/rt4/sbin/../lib/RT/I18N.pm:244) [Fri Apr 12 01:35:07 2013] [debug]: Mail from user #58 (u...@domain.com) (/data/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:82) [Fri Apr 12 01:35:07 2013] [debug]: Running CommandByMail as u...@domain.com (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:184) [Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: Requestor = reques...@domain.com (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206) [Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{CustomField1} = 201 (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206) [Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{CustomField2} = (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206) [Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{CustomField3} = bbb (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206) [Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{Custom Field4} = ccc (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206) [Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{Custom Field5} = d (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206) [Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{Custom Field6} = TTPPEE (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206) [Fri Apr 12 01:35:07 2013] [debug]: Got command requestor = reques...@domain.com (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213) [Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{customfield1} = 201 (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213) [Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{customfield2} = (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213c [Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{customfield3} = bbb (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213) [Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{custom field4} = ccc (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213) [Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{custom field5} = d (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213) [Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{custom field6} = TTPPEE (/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213) [Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction #80416 (/data/rt4/sbin/../lib/RT/Transaction.pm:173) [Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction #80417 (/data/rt4/sbin/../lib/RT/Transaction.pm:173) [Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction #80418 (/data/rt4/sbin/../lib/RT/Transaction.pm:173) [Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction #80419 (/data/rt4/sbin/../lib/RT/Transaction.pm:173) [Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction #80420 (/data/rt4/sbin/../lib/RT/Transaction.pm:173) [Fri Apr 12 01:35:07 2013] [debug]: About to prepare scrips for transaction #80420 (/data/rt4/sbin/../lib/RT/Transaction.pm:177) [Fri Apr 12 01:35:07 2013] [debug]: Found 6 scrips for TransactionCreate stage with applicable type(s) Create for txn #80420 on ticket #8693 (/data/rt4/sbin/../lib/RT/Scrips.pm:377) [Fri Apr 12 01:35:07 2013] [debug]:
[rt-users] Custom fields and non privileged users
Hi I'm configuring a RT4 and I have a problem. I want to use custom fields on tickets. I tried to create a non privileged user with view custom fields permission .I tried to create a ticket with this user and the custom field don't appear on the form of ticket and don't allow me to create the ticket because a custom field validation error. I searched possible solutions and set this user as a privileged user.With privileged user the custom field appear on the create ticket form but appear another option that allows the user to set the initial status of the ticket and I want the user only can create tickets as New. There is any possible solution to show the custom field on non privileged users or hide the initial status on the privileged users? Cheers
Re: [rt-users] Custom fields and non privileged users
Hi, I suspect you may need to give write access to the custom fields for the non priviliged user, as I've never needed to I'm not sure. For the priviliged user you could write a scrip that checked if a transaction is a create and status is not new then reset status to new. Best Regards Martin On 2013-01-02 11:32, Xavier Barnada wrote: Hi I'm configuring a RT4 and I have a problem. I want to use custom fields on tickets. I tried to create a non privileged user with view custom fields permission .I tried to create a ticket with this user and the custom field don't appear on the form of ticket and don't allow me to create the ticket because a custom field validation error. I searched possible solutions and set this user as a privileged user.With privileged user the custom field appear on the create ticket form but appear another option that allows the user to set the initial status of the ticket and I want the user only can create tickets as New. There is any possible solution to show the custom field on non privileged users or hide the initial status on the privileged users? Cheers !DSPAM:9,50e4133033231824719915!
Re: [rt-users] Custom fields and non privileged users
On 01/02/2013 03:21 AM, Martin Wheldon wrote: I suspect you may need to give write access to the custom fields for the non priviliged user, as I've never needed to I'm not sure. Yes, you need to grant the ModifyCustomField right. For the priviliged user you could write a scrip that checked if a transaction is a create and status is not new then reset status to new. This is unnecessary with Lifecycles. You can configure which statuses are acceptable when creating a ticket: http://bestpractical.com/rt/docs/latest/RT_Config.html#Transitions-between-statuses-and-UI-actions
Re: [rt-users] Custom fields empty
On Mon, Sep 10, 2012 at 11:34:31AM +0200, Mayk Backus wrote: I've noticed some strange things regarding custom fields. We use a documenting system called i-doit , that has a connection to RT (provider by the builders of i-doit) . This make it possible to generate custom fields in RT that are populated with information from the other system. So far , so good. The strange this however is, when i change some things in the fields on the i-doit part, some custom fields are empty. The thing i don't understand is, the information is logged in the tickets with the information from the CF , and in the articles (this one's annoying that it's empty). When i look closer at the article, i see all the information inside the article, but not displaying in the CF's. This is normal behavior , is there perhaps a workaround for this ? I know it's a third party app that's probably screwing this up... Have you reached out to i-doit? Unfortunately, the extension was developed by i-doit so I'm not sure who actually has the source code to triage the problem. The usual questions about 'logging on debug, what do you see' apply -kevin pgpyYgU4Lljth.pgp Description: PGP signature Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Custom fields and single/multiple entry
Hi, I've had two requests from different groups that work with a particular database system here. They each want a custom field which links to ids in this other database. All nice and easy to do. The problem is, that one of them wants the CF to be single entry, and the other one wants the CF to be multiple entry. Is there a sensible way to achieve this, other than having two otherwise identical custom fields, differing only in whether they are single or multiple entry? Thanks, Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Custom fields empty
Hello List, I've noticed some strange things regarding custom fields. We use a documenting system called i-doit , that has a connection to RT (provider by the builders of i-doit) . This make it possible to generate custom fields in RT that are populated with information from the other system. So far , so good. The strange this however is, when i change some things in the fields on the i-doit part, some custom fields are empty. The thing i don't understand is, the information is logged in the tickets with the information from the CF , and in the articles (this one's annoying that it's empty). When i look closer at the article, i see all the information inside the article, but not displaying in the CF's. This is normal behavior , is there perhaps a workaround for this ? I know it's a third party app that's probably screwing this up Any help is appreciated. Regards, Mayk Backus
Re: [rt-users] Custom fields on transactions
Dnia 2012-06-14, czw o godzinie 07:50 -0400, Jaime Kikpole pisze: I've been using RT with various custom fields for years, but now its time to re-model those custom fields a bit. I thought that at least one of them, namely Work By (which includes a list of which technicians worked on the ticket), should get moved to the transaction level (vs. applying to the ticket) so that it would be easier to make data entries. Currently, I have to search for all resolved tickets and then read them and then apply the correct names. This is cumbersome. So my hope is that al the techs could just tag their own name (and the names of anyone who helped them) whenever they made a comment or reply on the ticket. So I started playing with a new custom field named test to see if this would work. It seems OK for entering data, but I haven't found a way to search based on that custom field. Did I miss something? Are custom fields on transactions just not very useful? What kinds of goals should they be used to meet? Any advise is appreciated. I don't get it. Anyone, who worked on the ticket should leave a comment/reply, so you can obtain the list of people who worked on a ticket by parsing ticket transactions. Therefore your CF is redundunt to built-in functionality and according to Occam's razor you just shouldn't use it. Regards, -- Robert Wysocki administrator systemów linuksowych Contium S.A., http://www.contium.pl
Re: [rt-users] Custom fields on transactions
On Jun 15, 2012, at 2:35 AM, Robert Wysocki robert.wyso...@contium.pl wrote: Anyone, who worked on the ticket should leave a comment/reply, so you can obtain the list of people who worked on a ticket by parsing ticket transactions. Is there a way to get a list of tickets based on who left comments? I didn't see that in the search or chart features in the GUI. If that does exist, that would definitely be preferable. I've been looking for that in every version of RT since 2.0.x. Therefore your CF is redundunt to built-in functionality and according to Occam's razor you just shouldn't use it. I'll agree that it's redundant if this functionality exists in the GUI, but I haven't found it. Thanks, Jaime P.S. - As a side note, you might want to double check the definition of Occam's Razor. You seem to be using a common misinterpretation.
[rt-users] Custom fields on transactions
I've been using RT with various custom fields for years, but now its time to re-model those custom fields a bit. I thought that at least one of them, namely Work By (which includes a list of which technicians worked on the ticket), should get moved to the transaction level (vs. applying to the ticket) so that it would be easier to make data entries. Currently, I have to search for all resolved tickets and then read them and then apply the correct names. This is cumbersome. So my hope is that al the techs could just tag their own name (and the names of anyone who helped them) whenever they made a comment or reply on the ticket. So I started playing with a new custom field named test to see if this would work. It seems OK for entering data, but I haven't found a way to search based on that custom field. Did I miss something? Are custom fields on transactions just not very useful? What kinds of goals should they be used to meet? Any advise is appreciated. Thanks, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org
Re: [rt-users] Custom fields on transactions
Excerpts from Jaime Kikpole's message of Thu Jun 14 07:50:35 -0400 2012: I've been using RT with various custom fields for years, but now its time to re-model those custom fields a bit. I thought that at least one of them, namely Work By (which includes a list of which technicians worked on the ticket), should get moved to the transaction level (vs. applying to the ticket) so that it would be easier to make data entries. Currently, I have to search for all resolved tickets and then read them and then apply the correct names. This is cumbersome. So my hope is that al the techs could just tag their own name (and the names of anyone who helped them) whenever they made a comment or reply on the ticket. The most straightforward way to approach this is to write a little Scrip which adds anyone who touches a ticket to either your ticket-level Work By CustomField or to the ticket AdminCcs. That way the tracking happens automatically at the ticket level (where it's easy to search for) rather than your techs having to tag themselves on each transaction. - Kevin
Re: [rt-users] Custom Fields won't show up when viewing RT through MediaWiki
On Fri, May 11, 2012 at 10:44 PM, Scott Pestana scott.pest...@linguamatics.com wrote: All, We're using MediaWiki + RT to allow us to track issues currently open, issues attributed to a customer's company, that kind of thing. However we aren't able to get Custom Fields to be displayed when we use them: rt custom=Customer/rt We have only 4 Custom Fields, but none of them are displayed when we try to pull them out. Is anyone else having this experience? For information, we are using the replace Postgres with MySQL hack from this page: http://www.mediawiki.org/wiki/Extension_talk:RT I'm wondering if the MySQL alternative doesn't have the same way of pulling the Custom Fields out the same way Postgres does. Thoughts? As far as I can see code on the linked page has no any kind of support of custom fields. Code linked from the primary page does mention custom fields, but it's not to display them, but to filter by them. -- N. Scott Pestana IT Infrastructure Linguamatics -- Best regards, Ruslan.
Re: [rt-users] Custom Fields won't show up when viewing RT through MediaWiki
Ruslan, I was really confused by that too at first. The code on that page must have been from a different version, the current code (which I verified we are using) goes like this: 224 // Allow use of custom fields 225 $searchcustom = ''; 226 if ( array_key_exists('custom', $args ) ) { 227 $searchcustom = trim( $args['custom'] ); 228 $cfargs = trim( strtolower( $args['custom'] ) ); 229 $ticketquery .= ', customfields cf, objectcustomfieldvalues ov'; 230 $whereclause .= \nAND ov.objectid = t.id\nAND ov.customfield=cf.id\nAND ov.disabled = 0; 231 $whereclause .= \nAND LOWER(cf.name) IN (; 232 foreach ( preg_split( '/\s*,\s*/', $cfargs ) as $word ) { 233 $word = trim( $word ); 234 if ( !preg_match( '/^[\w \.-]+$/', $word ) ) { 235 die ( wfMsg ( 'rt-badcfield', $word ) ); 236 } 237 $whereclause .= '$word',; 238 $ticketquery = preg_replace( '/COALESCE/', \nov.content AS custom, COALESCE, $ticketquery); 239 } 240 $whereclause = preg_replace( '/.$/', ')', $whereclause ); 241 } This is in RT_body.php, can be found here: https://gerrit.wikimedia.org/r/gitweb?p=mediawiki/extensions/RT.git;a=tree -Scott On 5/11/2012 4:38 PM, Ruslan Zakirov wrote: On Fri, May 11, 2012 at 10:44 PM, Scott Pestana scott.pest...@linguamatics.com wrote: All, We're using MediaWiki + RT to allow us to track issues currently open, issues attributed to a customer's company, that kind of thing. However we aren't able to get Custom Fields to be displayed when we use them: rt custom=Customer/rt We have only 4 Custom Fields, but none of them are displayed when we try to pull them out. Is anyone else having this experience? For information, we are using the replace Postgres with MySQL hack from this page: http://www.mediawiki.org/wiki/Extension_talk:RT I'm wondering if the MySQL alternative doesn't have the same way of pulling the Custom Fields out the same way Postgres does. Thoughts? As far as I can see code on the linked page has no any kind of support of custom fields. Code linked from the primary page does mention custom fields, but it's not to display them, but to filter by them. -- N. Scott Pestana IT Infrastructure Linguamatics -- N. Scott Pestana IT Infrastructure Linguamatics
Re: [rt-users] Custom fields description and REST API
I still have the option to simply create and send an email to RT using the customer data. Maybe it would be a better solution. Guillaume Hilt Le 21/03/2012 12:40, Guillaume Hilt a écrit : I have two more questions and I think my rt install will be completed. First of all, I added an OS dropbox field to tickets with values and description like win32 - Windows. When I create a ticket using the web interface, I only see values in the dropbox, the description isn't used as label. I'd hoped to have something like : option value=win32Windows/option On the other hand, when I'm creating a ticket using the api in PHP : $request= new HttpRequest( $url, HTTP_METH_POST ); $post_data = array( 'content' = Queue: Français\nRequestor: test\nOS: win32\nSubject: New ticket\nOwner: test\nText: This is a new ticket. Hope it works.\n ); I got 2 tickets created, the OS customer fields isn't recorded and if the message use multiple lines, only the first one is taken (This is a new ticket. in this case). Is it an api limitation ? Regards,
Re: [rt-users] Custom fields description and REST API
Ok, I got the multiple lines issue fixed. I need every new lines to begin with a space. 2 tickets issue is fixed too. I only need to find if and how I can use custom fields in my ticket. Guillaume Hilt Le 21/03/2012 12:40, Guillaume Hilt a écrit : I have two more questions and I think my rt install will be completed. First of all, I added an OS dropbox field to tickets with values and description like win32 - Windows. When I create a ticket using the web interface, I only see values in the dropbox, the description isn't used as label. I'd hoped to have something like : option value=win32Windows/option On the other hand, when I'm creating a ticket using the api in PHP : $request= new HttpRequest( $url, HTTP_METH_POST ); $post_data = array( 'content' = Queue: Français\nRequestor: test\nOS: win32\nSubject: New ticket\nOwner: test\nText: This is a new ticket. Hope it works.\n ); I got 2 tickets created, the OS customer fields isn't recorded and if the message use multiple lines, only the first one is taken (This is a new ticket. in this case). Is it an api limitation ? Regards,
Re: [rt-users] Custom fields description and REST API
Ok, so a custom field name must be prefixed by CF-. Good to know. Well, everything is fine now, except for the custom field values description but it's not big deal. Guillaume Hilt Le 21/03/2012 14:01, Guillaume Hilt a écrit : Ok, I got the multiple lines issue fixed. I need every new lines to begin with a space. 2 tickets issue is fixed too. I only need to find if and how I can use custom fields in my ticket. Guillaume Hilt Le 21/03/2012 12:40, Guillaume Hilt a écrit : I have two more questions and I think my rt install will be completed. First of all, I added an OS dropbox field to tickets with values and description like win32 - Windows. When I create a ticket using the web interface, I only see values in the dropbox, the description isn't used as label. I'd hoped to have something like : option value=win32Windows/option On the other hand, when I'm creating a ticket using the api in PHP : $request= new HttpRequest( $url, HTTP_METH_POST ); $post_data = array( 'content' = Queue: Français\nRequestor: test\nOS: win32\nSubject: New ticket\nOwner: test\nText: This is a new ticket. Hope it works.\n ); I got 2 tickets created, the OS customer fields isn't recorded and if the message use multiple lines, only the first one is taken (This is a new ticket. in this case). Is it an api limitation ? Regards,
Re: [rt-users] Custom fields description and REST API
On Wed, Mar 21, 2012 at 02:11:09PM +0100, Guillaume Hilt wrote: Well, everything is fine now, except for the custom field values description but it's not big deal. To clarify, the Description field on Custom Field Values is unused elsewhere in the RT UI at this time. -kevin pgpVfQDVZL434.pgp Description: PGP signature
[rt-users] Custom Fields: Elements/ValidateCustomFields never gets values to validate so the Input Must Match... error text is always displayed even when values exist
Hello, We're running RT 4.0.4 on RHEL6 and we have noticed that any custom field with Validation set (to Mandatory, for example) will always display the validation error text Input Must Match [Mandatory] even when the custom field is populated with a value. These error messages are displayed when we view the Jumbo version of the ticket or when we click the Custom Fields box link which then displays Ticket/Modify.html. This seems to happen for all types of custom fields, but to give one specific example, we're definitely seeing this for custom fields using Select one value, Select box, and applies to Tickets. I've spent the last hour debugging this issue. Here's what I've found: - the error text is generated in html/Elements/ValidateCustomFields - no custom field values end up in html/Elements/ValidateCustomFields (i.e. the @values array) because its initial source of values, $ARGSRef, is always empty. - two of the pages where these errors occur, Tickets/Modify.html and Tickets/ModifyAll.html, are calling Elements/ValidateCustomFields with $ARGSRef always set to {}, which is why $ARGSRef in ValidateCustomFields is always empty. - I changed the ValidateCustomFields call in Tickets/Modify.html from $ARGSRef = {} to $ARGSRef = \%ARGS, but this only added an id key and value, such as this Data::Dumper output: ARGSRef = $VAR1 = {#012 'id' = '362208'#012}; - So I'm thinking that (1) ValidateCustomFields needs to be called with $ARGSRef = \%ARGS and (2) \%ARGS needs to contain the data that ValidateCustomFields expects, which are keys of all the custom fields (e.g. Object-RT::Ticket--CustomField-75-Value) and their corresponding values for the ticket being processed. Am I missing something? Is our installation fried for some reason? Have we forgotten some RT_SiteConfig magic? Many thanks for any help with this, Geoff Mayes
Re: [rt-users] Custom Fields: Elements/ValidateCustomFields never gets values to validate so the Input Must Match... error text is always displayed even when values exist
On Wed, Mar 07, 2012 at 07:04:35PM +, Geoff Mayes wrote: We're running RT 4.0.4 on RHEL6 and we have noticed that any custom field with Validation set (to Mandatory, for example) will always display the validation error text Input Must Match [Mandatory] even when the custom field is populated with a value. These error messages are displayed when we view the Jumbo version of the ticket or when we click the Custom Fields box link which then displays Ticket/Modify.html. This seems to happen for all types of custom fields, but to give one specific example, we're definitely seeing this for custom fields using Select one value, Select box, and applies to Tickets. The code in question passes an empty argument list so that you always see This field is mandatory and know that removing content will cause an error. This behavior is intended although we've considered changing it in a major release. -kevin I've spent the last hour debugging this issue. Here's what I've found: - the error text is generated in html/Elements/ValidateCustomFields - no custom field values end up in html/Elements/ValidateCustomFields (i.e. the @values array) because its initial source of values, $ARGSRef, is always empty. - two of the pages where these errors occur, Tickets/Modify.html and Tickets/ModifyAll.html, are calling Elements/ValidateCustomFields with $ARGSRef always set to {}, which is why $ARGSRef in ValidateCustomFields is always empty. - I changed the ValidateCustomFields call in Tickets/Modify.html from $ARGSRef = {} to $ARGSRef = \%ARGS, but this only added an id key and value, such as this Data::Dumper output: ARGSRef = $VAR1 = {#012 'id' = '362208'#012}; - So I'm thinking that (1) ValidateCustomFields needs to be called with $ARGSRef = \%ARGS and (2) \%ARGS needs to contain the data that ValidateCustomFields expects, which are keys of all the custom fields (e.g. Object-RT::Ticket--CustomField-75-Value) and their corresponding values for the ticket being processed. Am I missing something? Is our installation fried for some reason? Have we forgotten some RT_SiteConfig magic? Many thanks for any help with this, Geoff Mayes pgp8gntzCb1mr.pgp Description: PGP signature
Re: [rt-users] custom fields default values
On Thu, Feb 23, 2012 at 22:30, Matthias Henze li...@mhcsoftware.de wrote: Hi, I've created a custom field with two possible values which could by set using a drop down. No I want a default value to be set when a ticket is created by a mail sent in. I found this: http://requesttracker.wikia.com/wiki/DefaultCustomFieldValue And tried to put it in a scrip. No I'm unable to find a combination of conditions to set, so the scrip is triggered when a ticket is created by an incoming mail. What do I have to set for: Condition: Action: Template: Stage: And where to put the code: Custom condition: Custom action preparation code: Custom action cleanup code: Any hints? http://requesttracker.wikia.com/wiki/CustomConditionSnippets#On_Create_and_variants http://requesttracker.wikia.com/wiki/OnWebCorrespond TIA MH -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] custom fields default values
Thanks, pointed me to the right direction. Am 24.02.2012 13:07, schrieb Ruslan Zakirov: http://requesttracker.wikia.com/wiki/CustomConditionSnippets#On_Create_and_variants http://requesttracker.wikia.com/wiki/OnWebCorrespond TIA MH -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] custom fields default values
Hi, I've created a custom field with two possible values which could by set using a drop down. No I want a default value to be set when a ticket is created by a mail sent in. I found this: http://requesttracker.wikia.com/wiki/DefaultCustomFieldValue And tried to put it in a scrip. No I'm unable to find a combination of conditions to set, so the scrip is triggered when a ticket is created by an incoming mail. What do I have to set for: Condition: Action: Template: Stage: And where to put the code: Custom condition: Custom action preparation code: Custom action cleanup code: Any hints? TIA MH -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Custom fields
I think it's hard to recommend a default setup regarding CF's, it entirely depends on the situation. Though it's a good policy to only set rights regarding to CF's in the CF rights page via group rights. Thus, don't set any rights on the queue for a group regarding CF's. Other then that it's mostly getting to know the system and evaluate on how you want to setup the permissions of various components. (making a permission matrix helps making things clear) -- Bart 2011/11/11 Zoedog dstro...@flexstar.com Is there a recommended defaut set up that I can use as a model to help us get to a working point, we like the the system, its learning how to navigate that becomes an issue. Thanks Zoedog wrote: We are in the process of adding the use of custom fields to our application. The issue we are having is that anyone without admin privileges is not seeing the custom fields when they are creating tickets, we have gone thru a number of iterations tweaking permissions to get these fields to appear but are having no success. What are we missing? -- View this message in context: http://old.nabble.com/Custom-fields-tp32822127p32823818.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] Custom fields
We are in the process of adding the use of custom fields to our application. The issue we are having is that anyone without admin privileges is not seeing the custom fields when they are creating tickets, we have gone thru a number of iterations tweaking permissions to get these fields to appear but are having no success. What are we missing? -- View this message in context: http://old.nabble.com/Custom-fields-tp32822127p32822127.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Custom fields
Zoedog, Without seeing how you set up your permissions it would be hard to tell just what is wrong. When I create a Custom Field, I do NOT grant rights to the CF via Queue/Group rights. I only grant the right via Group rights while in the Custom Field pages. If someone needs to see a CF, make sure he is in the right group and that should do it, as long as they also have rights to see the Queue and SeeTicket. Hope this helps. Kenn On Thu, Nov 10, 2011 at 1:37 PM, Zoedog dstro...@flexstar.com wrote: We are in the process of adding the use of custom fields to our application. The issue we are having is that anyone without admin privileges is not seeing the custom fields when they are creating tickets, we have gone thru a number of iterations tweaking permissions to get these fields to appear but are having no success. What are we missing? -- View this message in context: http://old.nabble.com/Custom-fields-tp32822127p32822127.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Custom fields
Is there a recommended defaut set up that I can use as a model to help us get to a working point, we like the the system, its learning how to navigate that becomes an issue. Thanks Zoedog wrote: We are in the process of adding the use of custom fields to our application. The issue we are having is that anyone without admin privileges is not seeing the custom fields when they are creating tickets, we have gone thru a number of iterations tweaking permissions to get these fields to appear but are having no success. What are we missing? -- View this message in context: http://old.nabble.com/Custom-fields-tp32822127p32823818.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] custom fields select with Category --Firefox 7 issue
Hi, I am on rt-3.8.7 We have 2 custom fields related via Category, where selecting one determines the content of the second field dropdown, and we had few values for the second custom field with the category was left at 'no value', so these are displayed as generic options for any value of the first custom field; However in firefox 7 this is not working, the generic options are not showing in the dropdowns! Have anyone else experienced this and have a work around? Not sure where to start looking with this; ist the javascript or html? Regards; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liabi lity arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10
Hi Ruslan, (1) We're using DBIx::SearchBuilder 1.54. (2) Here is the output of your query: NAMENAMESORTORDER Manager's Name Add New Employee2 Last Name Add New Employee1 First Name Add New Employee0 The SORTORDER does appear to be in the order that I had set for the CFs on this queue. The actual displayed order is: (0) Manager's Name, (1) First Name, and then (2) Last Name. (3) Here are the CustomFields queries from the RT log. [Thu Oct 6 01:18:10 2011] [debug]: SQL(0.001300s): SELECT main.* FROM ( SELECT main.id FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket') GROUP BY main.id ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC ) distinctquery, CustomFields main WHERE (main.id = distinctquery.id); (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) [Thu Oct 6 01:18:10 2011] [debug]: SQL(0.001508s): SELECT main.* FROM ( SELECT main.id FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket') GROUP BY main.id ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC ) distinctquery, CustomFields main WHERE (main.id = distinctquery.id); (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) [Thu Oct 6 01:18:10 2011] [debug]: SQL(0.001411s): SELECT COUNT(DISTINCT main.id) FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction') ; (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) Thanks for your help! -CK -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Friday, September 30, 2011 5:44 PM To: Charles Kugelman Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10 Hi, Which version of DBIx::SearchBuilder module do you use? Upgrade to 1.53 at least. Run the following query and send results: SELECT cf.Name, q.Name, ocf.SortOrder FROM ObjectCustomFields ocf JOIN CustomFields cf ON cf.id = ocf.CustomField LEFT JOIN Queues q ON q.id = ocf.ObjectId; Enable SQL logging, open ticket's page with custom fields and send queries from the log that select custom fields. On Sat, Oct 1, 2011 at 12:29 AM, Charles Kugelman charles.kugel...@kaplan.com wrote: Hello All, We recently updated RT from 3.8.2 to 3.8.10 (planning to go to version 4 at a later date). We’ve always had an issue (with 3.8.2) where the Custom Fields (under QueueTicket Custom Fields) will work great for a while after they’re Queueadded to a queue but will start to malfunction on the queue after some time (most notably after adding additional CFs to the queue). This behavior seems to have carried over to 3.8.10 for our environment, though I was hopeful it would not due to the CF ordering fix in 3.8.8. The malfunction generally consists of three things: 1. When trying to change the order of the CFs on a queue (using the Up and Down links), RT will report that the CF was moved up or down. The position of the “moved” custom field however will remain unchanged. 2. When at the create tickets page for queue with the CFs applied, the order of the CFs is exactly the same as in item 1, not as I initially had them ordered. This is the most problematic part for users due to the chaotic order of CFs on the create ticket screen. 3. Once a queue is broken (i.e. the CFs have stopped responding to my ordering requests using the Up/Down links), it seems to stay that way (even if I remove all the CFs and re-add them). There are quite a few customized pages/etc. in the /opt/rt3/local directory (which were made using files from 3.8.2). This may be contributing to the problem, but I’m not sure which (if any) of these pages could be contributing to the issue. We’re running RT 3.8.10 using an Oracle database. Any thoughts? -CK RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31
Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10
Hi, Thanks for info. You confirmed that upgrade went well, data looks good. Upgrade SB to 1.57 at least and it will start working. Don't forget to restart web server after upgrading perl module. On Thu, Oct 6, 2011 at 2:47 PM, Charles Kugelman charles.kugel...@kaplan.com wrote: Hi Ruslan, (1) We're using DBIx::SearchBuilder 1.54. (2) Here is the output of your query: NAME NAME SORTORDER Manager's Name Add New Employee 2 Last Name Add New Employee 1 First Name Add New Employee 0 The SORTORDER does appear to be in the order that I had set for the CFs on this queue. The actual displayed order is: (0) Manager's Name, (1) First Name, and then (2) Last Name. (3) Here are the CustomFields queries from the RT log. [Thu Oct 6 01:18:10 2011] [debug]: SQL(0.001300s): SELECT main.* FROM ( SELECT main.id FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket') GROUP BY main.id ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC ) distinctquery, CustomFields main WHERE (main.id = distinctquery.id); (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) [Thu Oct 6 01:18:10 2011] [debug]: SQL(0.001508s): SELECT main.* FROM ( SELECT main.id FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket') GROUP BY main.id ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC ) distinctquery, CustomFields main WHERE (main.id = distinctquery.id); (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) [Thu Oct 6 01:18:10 2011] [debug]: SQL(0.001411s): SELECT COUNT(DISTINCT main.id) FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction') ; (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) Thanks for your help! -CK -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Friday, September 30, 2011 5:44 PM To: Charles Kugelman Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10 Hi, Which version of DBIx::SearchBuilder module do you use? Upgrade to 1.53 at least. Run the following query and send results: SELECT cf.Name, q.Name, ocf.SortOrder FROM ObjectCustomFields ocf JOIN CustomFields cf ON cf.id = ocf.CustomField LEFT JOIN Queues q ON q.id = ocf.ObjectId; Enable SQL logging, open ticket's page with custom fields and send queries from the log that select custom fields. On Sat, Oct 1, 2011 at 12:29 AM, Charles Kugelman charles.kugel...@kaplan.com wrote: Hello All, We recently updated RT from 3.8.2 to 3.8.10 (planning to go to version 4 at a later date). We’ve always had an issue (with 3.8.2) where the Custom Fields (under QueueTicket Custom Fields) will work great for a while after they’re Queueadded to a queue but will start to malfunction on the queue after some time (most notably after adding additional CFs to the queue). This behavior seems to have carried over to 3.8.10 for our environment, though I was hopeful it would not due to the CF ordering fix in 3.8.8. The malfunction generally consists of three things: 1. When trying to change the order of the CFs on a queue (using the Up and Down links), RT will report that the CF was moved up or down. The position of the “moved” custom field however will remain unchanged. 2. When at the create tickets page for queue with the CFs applied, the order of the CFs is exactly the same as in item 1, not as I initially had them ordered. This is the most problematic part for users due to the chaotic order of CFs on the create ticket screen. 3. Once a queue is broken (i.e. the CFs have stopped responding to my ordering requests using the Up/Down links), it seems to stay that way (even if I remove all the CFs and re-add them). There are quite a few customized pages/etc. in the /opt/rt3/local directory (which were made using files from 3.8.2). This may be contributing to the problem, but I’m not sure which (if any) of these pages could be contributing to the issue. We’re running RT 3.8.10 using an Oracle database. Any thoughts? -CK RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA — October 18 19, 2011 * Washington DC
Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10
Thanks Ruslan! I'll upgrade to the latest version and report back. -CK -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, October 06, 2011 9:15 AM To: Charles Kugelman Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10 Hi, Thanks for info. You confirmed that upgrade went well, data looks good. Upgrade SB to 1.57 at least and it will start working. Don't forget to restart web server after upgrading perl module. On Thu, Oct 6, 2011 at 2:47 PM, Charles Kugelman charles.kugel...@kaplan.com wrote: Hi Ruslan, (1) We're using DBIx::SearchBuilder 1.54. (2) Here is the output of your query: NAME NAME SORTORDER Manager's Name Add New Employee 2 Last Name Add New Employee 1 First Name Add New Employee 0 The SORTORDER does appear to be in the order that I had set for the CFs on this queue. The actual displayed order is: (0) Manager's Name, (1) First Name, and then (2) Last Name. (3) Here are the CustomFields queries from the RT log. [Thu Oct 6 01:18:10 2011] [debug]: SQL(0.001300s): SELECT main.* FROM ( SELECT main.id FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket') GROUP BY main.id ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC ) distinctquery, CustomFields main WHERE (main.id = distinctquery.id); (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) [Thu Oct 6 01:18:10 2011] [debug]: SQL(0.001508s): SELECT main.* FROM ( SELECT main.id FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket') GROUP BY main.id ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC ) distinctquery, CustomFields main WHERE (main.id = distinctquery.id); (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) [Thu Oct 6 01:18:10 2011] [debug]: SQL(0.001411s): SELECT COUNT(DISTINCT main.id) FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction') ; (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) Thanks for your help! -CK -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Friday, September 30, 2011 5:44 PM To: Charles Kugelman Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10 Hi, Which version of DBIx::SearchBuilder module do you use? Upgrade to 1.53 at least. Run the following query and send results: SELECT cf.Name, q.Name, ocf.SortOrder FROM ObjectCustomFields ocf JOIN CustomFields cf ON cf.id = ocf.CustomField LEFT JOIN Queues q ON q.id = ocf.ObjectId; Enable SQL logging, open ticket's page with custom fields and send queries from the log that select custom fields. On Sat, Oct 1, 2011 at 12:29 AM, Charles Kugelman charles.kugel...@kaplan.com wrote: Hello All, We recently updated RT from 3.8.2 to 3.8.10 (planning to go to version 4 at a later date). We’ve always had an issue (with 3.8.2) where the Custom Fields (under QueueTicket Custom Fields) will work great for a while after they’re Queueadded to a queue but will start to malfunction on the queue after some time (most notably after adding additional CFs to the queue). This behavior seems to have carried over to 3.8.10 for our environment, though I was hopeful it would not due to the CF ordering fix in 3.8.8. The malfunction generally consists of three things: 1. When trying to change the order of the CFs on a queue (using the Up and Down links), RT will report that the CF was moved up or down. The position of the “moved” custom field however will remain unchanged. 2. When at the create tickets page for queue with the CFs applied, the order of the CFs is exactly the same as in item 1, not as I initially had them ordered. This is the most problematic part for users due to the chaotic order of CFs on the create ticket screen. 3. Once a queue is broken (i.e. the CFs have stopped responding to my ordering requests using the Up/Down links), it seems to stay that way (even if I remove all the CFs and re-add them). There are quite a few customized pages/etc. in the /opt/rt3/local directory (which were made
[rt-users] Custom Fields - Incorrect Order on 3.8.10
Hello All, We recently updated RT from 3.8.2 to 3.8.10 (planning to go to version 4 at a later date). We've always had an issue (with 3.8.2) where the Custom Fields (under QueueTicket Custom Fields) will work great for a while after they're added to a queue but will start to malfunction on the queue after some time (most notably after adding additional CFs to the queue). This behavior seems to have carried over to 3.8.10 for our environment, though I was hopeful it would not due to the CF ordering fix in 3.8.8. The malfunction generally consists of three things: 1. When trying to change the order of the CFs on a queue (using the Up and Down links), RT will report that the CF was moved up or down. The position of the moved custom field however will remain unchanged. 2. When at the create tickets page for queue with the CFs applied, the order of the CFs is exactly the same as in item 1, not as I initially had them ordered. This is the most problematic part for users due to the chaotic order of CFs on the create ticket screen. 3. Once a queue is broken (i.e. the CFs have stopped responding to my ordering requests using the Up/Down links), it seems to stay that way (even if I remove all the CFs and re-add them). There are quite a few customized pages/etc. in the /opt/rt3/local directory (which were made using files from 3.8.2). This may be contributing to the problem, but I'm not sure which (if any) of these pages could be contributing to the issue. We're running RT 3.8.10 using an Oracle database. Any thoughts? -CK RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10
Hi, Which version of DBIx::SearchBuilder module do you use? Upgrade to 1.53 at least. Run the following query and send results: SELECT cf.Name, q.Name, ocf.SortOrder FROM ObjectCustomFields ocf JOIN CustomFields cf ON cf.id = ocf.CustomField LEFT JOIN Queues q ON q.id = ocf.ObjectId; Enable SQL logging, open ticket's page with custom fields and send queries from the log that select custom fields. On Sat, Oct 1, 2011 at 12:29 AM, Charles Kugelman charles.kugel...@kaplan.com wrote: Hello All, We recently updated RT from 3.8.2 to 3.8.10 (planning to go to version 4 at a later date). We’ve always had an issue (with 3.8.2) where the Custom Fields (under QueueTicket Custom Fields) will work great for a while after they’re added to a queue but will start to malfunction on the queue after some time (most notably after adding additional CFs to the queue). This behavior seems to have carried over to 3.8.10 for our environment, though I was hopeful it would not due to the CF ordering fix in 3.8.8. The malfunction generally consists of three things: 1. When trying to change the order of the CFs on a queue (using the Up and Down links), RT will report that the CF was moved up or down. The position of the “moved” custom field however will remain unchanged. 2. When at the create tickets page for queue with the CFs applied, the order of the CFs is exactly the same as in item 1, not as I initially had them ordered. This is the most problematic part for users due to the chaotic order of CFs on the create ticket screen. 3. Once a queue is broken (i.e. the CFs have stopped responding to my ordering requests using the Up/Down links), it seems to stay that way (even if I remove all the CFs and re-add them). There are quite a few customized pages/etc. in the /opt/rt3/local directory (which were made using files from 3.8.2). This may be contributing to the problem, but I’m not sure which (if any) of these pages could be contributing to the issue. We’re running RT 3.8.10 using an Oracle database. Any thoughts? -CK RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
On Fri, Jul 15, 2011 at 10:50:25AM +1000, Joanne Keown wrote: BTW, does anyone know if the RT user manual (RT Essentials) been updated for RT4? O'Reilly commissions new editions based on demand. Writing to them to express your interest is probably the easiest thing to do. Luckily, many of the example configurations and basic concepts still apply in RT4, even if the screenshots are older. -kevin pgpm5rUmtP96W.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
Thanks Kevin, will do. Kind regards Jo Jo Keown, MBusAdmin(Mgt), MIPA IS Business Analyst Colorado Group Ltd 100 Melbourne Street South Brisbane QLD 4101 Ph: +61 7 3877 3399 Mobile: 0402 697 351 Email: joanne.ke...@coloradogroup.com.au Sign up to FUSION now for special member offers at 5 of Australia's leading fashion brands. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, 19 July 2011 12:54 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level On Fri, Jul 15, 2011 at 10:50:25AM +1000, Joanne Keown wrote: BTW, does anyone know if the RT user manual (RT Essentials) been updated for RT4? O'Reilly commissions new editions based on demand. Writing to them to express your interest is probably the easiest thing to do. Luckily, many of the example configurations and basic concepts still apply in RT4, even if the screenshots are older. -kevin 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
Hi Kevin, Thanks very much for the below. BTW, does anyone know if the RT user manual (RT Essentials) been updated for RT4? Kind regards Jo Jo Keown, MBusAdmin(Mgt), MIPA IS Business Analyst Colorado Group Ltd 100 Melbourne Street South Brisbane QLD 4101 Ph: +61 7 3877 3399 Mobile: 0402 697 351 Email: joanne.ke...@coloradogroup.com.au Sign up to FUSION now for special member offers at 5 of Australia's leading fashion brands. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, 14 July 2011 12:26 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level On Wed, Jul 13, 2011 at 09:10:13AM +1000, Joanne Keown wrote: Does anyone know of a more elegant way of dealing with that number of Tickets? Because I have to put all my CF's applying to Tickets, I have over 20 CF's to deal with. It would be nice to be able to arrange/group them on the screen so that the workflow is a bit more elegant. Some folks use overlays to separate them. You can order them in the Admin UI. RT4 added a lot more css and html changes to make this easier, but still no grouping. -kevin Would love some hints if anyone has achieved this. PS: Hi Yan; I have just moved all my Upload CF's as applying to Tickets as well. I can now find these against the relevant ticket. But, as I said above, it's pretty messy and difficult to deal with. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, 13 July 2011 8:01 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level On Tue, Jul 12, 2011 at 09:55:21AM +1000, Joanne Keown wrote: I'm obviously missing something. I have created a number of custom fields and set them as applying to Ticket Transactions, on the expectation that these would allow me to capture ticket data that I could both report on and update over a period of time. However, I notice that any data I captured against these is not being `saved' against the ticket. Ticket Transaction Custom Fields apply to Ticket Transactions. They're displayed inline in the ticket history between the header and the content of the transaction. If you want to save it against the ticket, you want Ticket Custom Fields. You cannot search on Transaction Custom Fields, however all the data is available in the Database. -kevin I am getting the impression that, even though it's called Ticket Transactions, it's not actually capturing the data at the ticket level and that my only option might be to put all these Custom Fields as applying to Tickets. This option isn't desirable as there will now be over 20 Custom Fields on one page - quite overwhelming. As this group of cf's are designed to capture process steps taken by our Customer Services staff in resolving a ticket (also capture notes and file attachments at stages), they provide a prompter as to what step is next in the resolution process and what stage the ticket is at. Does anyone know of another way of separating the main ticket entry cf's (Meta data) from the transactional/workflow cf's? 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
On 12 Jul 2011, at 23:10, Yan Seiner wrote: This explains why I have not been able to get this to work. :-) I am trying to figure out some way of tagging specific transactions. I have users who upload specific documents, or make specific comments, that need to be tagged a certain way. For example, one of our engineers might upload a cost estimate to a ticket. I want that transaction to be tagged as a cost estimate, so we can find it later on. Is there any way to do that? I don't want to rely on file names, as this gets dicey. Any way to add a tag to a transaction that is searchable? I can think of a bit of a hack; you could have a scrip which notices such transactions, and adds the transaction ID to a ticket level custom field. You can then search on that custom field, and probably do something to make the results a clickable link to the transaction in question. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
On Wed, Jul 13, 2011 at 09:10:13AM +1000, Joanne Keown wrote: Does anyone know of a more elegant way of dealing with that number of Tickets? Because I have to put all my CF's applying to Tickets, I have over 20 CF's to deal with. It would be nice to be able to arrange/group them on the screen so that the workflow is a bit more elegant. Some folks use overlays to separate them. You can order them in the Admin UI. RT4 added a lot more css and html changes to make this easier, but still no grouping. -kevin Would love some hints if anyone has achieved this. PS: Hi Yan; I have just moved all my Upload CF's as applying to Tickets as well. I can now find these against the relevant ticket. But, as I said above, it's pretty messy and difficult to deal with. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, 13 July 2011 8:01 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level On Tue, Jul 12, 2011 at 09:55:21AM +1000, Joanne Keown wrote: I'm obviously missing something. I have created a number of custom fields and set them as applying to Ticket Transactions, on the expectation that these would allow me to capture ticket data that I could both report on and update over a period of time. However, I notice that any data I captured against these is not being `saved' against the ticket. Ticket Transaction Custom Fields apply to Ticket Transactions. They're displayed inline in the ticket history between the header and the content of the transaction. If you want to save it against the ticket, you want Ticket Custom Fields. You cannot search on Transaction Custom Fields, however all the data is available in the Database. -kevin I am getting the impression that, even though it's called Ticket Transactions, it's not actually capturing the data at the ticket level and that my only option might be to put all these Custom Fields as applying to Tickets. This option isn't desirable as there will now be over 20 Custom Fields on one page - quite overwhelming. As this group of cf's are designed to capture process steps taken by our Customer Services staff in resolving a ticket (also capture notes and file attachments at stages), they provide a prompter as to what step is next in the resolution process and what stage the ticket is at. Does anyone know of another way of separating the main ticket entry cf's (Meta data) from the transactional/workflow cf's? pgpgHO9P2Ku5X.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
On Tue, Jul 12, 2011 at 09:55:21AM +1000, Joanne Keown wrote: I'm obviously missing something. I have created a number of custom fields and set them as applying to Ticket Transactions, on the expectation that these would allow me to capture ticket data that I could both report on and update over a period of time. However, I notice that any data I captured against these is not being `saved' against the ticket. Ticket Transaction Custom Fields apply to Ticket Transactions. They're displayed inline in the ticket history between the header and the content of the transaction. If you want to save it against the ticket, you want Ticket Custom Fields. You cannot search on Transaction Custom Fields, however all the data is available in the Database. -kevin I am getting the impression that, even though it's called Ticket Transactions, it's not actually capturing the data at the ticket level and that my only option might be to put all these Custom Fields as applying to Tickets. This option isn't desirable as there will now be over 20 Custom Fields on one page - quite overwhelming. As this group of cf's are designed to capture process steps taken by our Customer Services staff in resolving a ticket (also capture notes and file attachments at stages), they provide a prompter as to what step is next in the resolution process and what stage the ticket is at. Does anyone know of another way of separating the main ticket entry cf's (Meta data) from the transactional/workflow cf's? pgpqf6UTHyKpi.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
On Tue, July 12, 2011 3:00 pm, Kevin Falcone wrote: On Tue, Jul 12, 2011 at 09:55:21AM +1000, Joanne Keown wrote: I'm obviously missing something. I have created a number of custom fields and set them as applying to Ticket Transactions, on the expectation that these would allow me to capture ticket data that I could both report on and update over a period of time. However, I notice that any data I captured against these is not being `saved' against the ticket. Ticket Transaction Custom Fields apply to Ticket Transactions. They're displayed inline in the ticket history between the header and the content of the transaction. If you want to save it against the ticket, you want Ticket Custom Fields. You cannot search on Transaction Custom Fields, however all the data is available in the Database. This explains why I have not been able to get this to work. :-) I am trying to figure out some way of tagging specific transactions. I have users who upload specific documents, or make specific comments, that need to be tagged a certain way. For example, one of our engineers might upload a cost estimate to a ticket. I want that transaction to be tagged as a cost estimate, so we can find it later on. Is there any way to do that? I don't want to rely on file names, as this gets dicey. Any way to add a tag to a transaction that is searchable? 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
Thanks Kevin. Does anyone know of a more elegant way of dealing with that number of Tickets? Because I have to put all my CF's applying to Tickets, I have over 20 CF's to deal with. It would be nice to be able to arrange/group them on the screen so that the workflow is a bit more elegant. Would love some hints if anyone has achieved this. PS: Hi Yan; I have just moved all my Upload CF's as applying to Tickets as well. I can now find these against the relevant ticket. But, as I said above, it's pretty messy and difficult to deal with. Kind regards Jo Jo Keown, MBusAdmin(Mgt), MIPA IS Business Analyst Colorado Group Ltd 100 Melbourne Street South Brisbane QLD 4101 Ph: +61 7 3877 3399 Mobile: 0402 697 351 Email: joanne.ke...@coloradogroup.com.au Sign up to FUSION now for special member offers at 5 of Australia's leading fashion brands. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, 13 July 2011 8:01 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level On Tue, Jul 12, 2011 at 09:55:21AM +1000, Joanne Keown wrote: I'm obviously missing something. I have created a number of custom fields and set them as applying to Ticket Transactions, on the expectation that these would allow me to capture ticket data that I could both report on and update over a period of time. However, I notice that any data I captured against these is not being `saved' against the ticket. Ticket Transaction Custom Fields apply to Ticket Transactions. They're displayed inline in the ticket history between the header and the content of the transaction. If you want to save it against the ticket, you want Ticket Custom Fields. You cannot search on Transaction Custom Fields, however all the data is available in the Database. -kevin I am getting the impression that, even though it's called Ticket Transactions, it's not actually capturing the data at the ticket level and that my only option might be to put all these Custom Fields as applying to Tickets. This option isn't desirable as there will now be over 20 Custom Fields on one page - quite overwhelming. As this group of cf's are designed to capture process steps taken by our Customer Services staff in resolving a ticket (also capture notes and file attachments at stages), they provide a prompter as to what step is next in the resolution process and what stage the ticket is at. Does anyone know of another way of separating the main ticket entry cf's (Meta data) from the transactional/workflow cf's? 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
Hi all, I'm obviously missing something. I have created a number of custom fields and set them as applying to Ticket Transactions, on the expectation that these would allow me to capture ticket data that I could both report on and update over a period of time. However, I notice that any data I captured against these is not being 'saved' against the ticket. I am getting the impression that, even though it's called Ticket Transactions, it's not actually capturing the data at the ticket level and that my only option might be to put all these Custom Fields as applying to Tickets. This option isn't desirable as there will now be over 20 Custom Fields on one page - quite overwhelming. As this group of cf's are designed to capture process steps taken by our Customer Services staff in resolving a ticket (also capture notes and file attachments at stages), they provide a prompter as to what step is next in the resolution process and what stage the ticket is at. Does anyone know of another way of separating the main ticket entry cf's (Meta data) from the transactional/workflow cf's? Many thanks and kind regards Jo Jo Keown, MBusAdmin(Mgt), MIPA IS Business Analyst Colorado Group Ltd 100 Melbourne Street South Brisbane QLD 4101 Ph:+61 7 3877 3399 Mobile: 0402 697 351 Email: joanne.ke...@coloradogroup.com.aumailto:joanne.ke...@coloradogroup.com.au [cid:image001.png@01CC4076.BBA87600]http://www.dianaferrari.com.au/[cid:image002.png@01CC4076.BBA87600]http://www.williamstheshoemen.com.au/[cid:image003.png@01CC4076.BBA87600]http://www.colorado.com.au/[cid:image004.png@01CC4076.BBA87600]http://www.jag.com.au/[cid:image005.png@01CC4076.BBA87600]http://www.mathers.com.au/ [cid:image006.jpg@01CC4076.BBA87600]http://www.fusioncard.com.au/ Sign up to FUSIONhttp://www.fusioncard.com.au/ now for special member offers at 5 of Australia's leading fashion brands. This email and any attachments are confidential and intended for use by the addressee only. If you are not the intended recipient, please delete it and destroy any copies. No part of this email may be reproduced, adapted or transmitted without the written permission of the owner of the copyright or other intellectual property in it. COLORADO group does not accept liability for loss or damage caused by this email, for example by a computer virus or arising from data corruption, delay, interruption, unauthorised access or any other thing. inline: image001.pnginline: image002.pnginline: image003.pnginline: image004.pnginline: image005.pnginline: image006.jpg 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields: Deleting Values
On Thu, Feb 17, 2011 at 12:00:29PM +1000, Joanne Keown wrote: I am having the devil of a job deleting values from Custom Fields. Sometimes it works and other times I can select the value to be deleted many, many times and it just won't activate. This sounds like a bug we fixed a while ago. 3.8.7 is over a year old at this point, and we've certainly fixed a lot of things since then. -kevin The custom field has been set up per the below: And the values I am working with look like the below: Is there a bug with this function or is there some trick to it? Looking forward to some insight if others have had this issue before. Kind regards Jo This email and any attachments are confidential and intended for use by the addressee only. If you are not the intended recipient, please delete it and destroy any copies. No part of this email may be reproduced, adapted or transmitted without the written permission of the owner of the copyright or other intellectual property in it. COLORADO group does not accept liability for loss or damage caused by this email, for example by a computer virus or arising from data corruption, delay, interruption, unauthorised access or any other thing. pgpYs8M4HpqTx.pgp Description: PGP signature
Re: [rt-users] Custom Fields: Deleting Values
Jo, Can you list what rights you assigned to groups/Queues for those CF's? We have 3.8.7 and have not had this happen to us at all. You might find that the rights to AdminCustomField are set one way for a group (Config-CustomFIelds-Select-Group Rights) are different than for the Queue where this is happening. Anyway, just a thought. Kenn LBNL On Thu, Feb 17, 2011 at 8:28 AM, Kevin Falcone falc...@bestpractical.comwrote: On Thu, Feb 17, 2011 at 12:00:29PM +1000, Joanne Keown wrote: I am having the devil of a job deleting values from Custom Fields. Sometimes it works and other times I can select the value to be deleted many, many times and it just won't activate. This sounds like a bug we fixed a while ago. 3.8.7 is over a year old at this point, and we've certainly fixed a lot of things since then. -kevin The custom field has been set up per the below: And the values I am working with look like the below: Is there a bug with this function or is there some trick to it? Looking forward to some insight if others have had this issue before. Kind regards Jo This email and any attachments are confidential and intended for use by the addressee only. If you are not the intended recipient, please delete it and destroy any copies. No part of this email may be reproduced, adapted or transmitted without the written permission of the owner of the copyright or other intellectual property in it. COLORADO group does not accept liability for loss or damage caused by this email, for example by a computer virus or arising from data corruption, delay, interruption, unauthorised access or any other thing.
[rt-users] Custom Fields: Deleting Values
Hi, I am having the devil of a job deleting values from Custom Fields. Sometimes it works and other times I can select the value to be deleted many, many times and it just won't activate. The custom field has been set up per the below: [cid:image002.jpg@01CBCE9A.456D7D80] And the values I am working with look like the below: [cid:image003.jpg@01CBCE9A.456D7D80] Is there a bug with this function or is there some trick to it? Looking forward to some insight if others have had this issue before. Kind regards Jo This email and any attachments are confidential and intended for use by the addressee only. If you are not the intended recipient, please delete it and destroy any copies. No part of this email may be reproduced, adapted or transmitted without the written permission of the owner of the copyright or other intellectual property in it. COLORADO group does not accept liability for loss or damage caused by this email, for example by a computer virus or arising from data corruption, delay, interruption, unauthorised access or any other thing. inline: image002.jpginline: image003.jpg
Re: [rt-users] Custom Fields: Deleting Values
Hi Dennis, Yes, I left the sort field all blank (or maybe 0 default). This means the sort is by alpha-name, not the sort field. This is a list-of-values that will change regularly, I don't want to be re-numbering up to 450 of sort values each time new ones are added and/or closing ones are deleted. Jo From: Dennis [mailto:daoden...@gmail.com] Sent: Thursday, 17 February 2011 12:13 PM To: Joanne Keown Subject: Re: [rt-users] Custom Fields: Deleting Values Are the sort values really both 0?
Re: [rt-users] Custom Fields: Deleting Values
Oh, by the way - the version of RT is 3.8.7. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Joanne Keown Sent: Thursday, 17 February 2011 12:17 PM To: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields: Deleting Values Importance: High Hi Dennis, Yes, I left the sort field all blank (or maybe 0 default). This means the sort is by alpha-name, not the sort field. This is a list-of-values that will change regularly, I don't want to be re-numbering up to 450 of sort values each time new ones are added and/or closing ones are deleted. Jo From: Dennis [mailto:daoden...@gmail.com] Sent: Thursday, 17 February 2011 12:13 PM To: Joanne Keown Subject: Re: [rt-users] Custom Fields: Deleting Values Are the sort values really both 0?
[rt-users] Custom fields generating child tickets
Hey everyone. I have a few n00b questions for you on a new-ish RT 3.8.8 install: I have created a custom field labeled 'Send to:', where there is a dropdown list naming several queues. What I'm wondering is when selecting these options updating the ticket, if it could then create a child ticket in the queue selected via the custom field dropdown menu with the content that current reply / comment which would then be dependent on the 'master' ticket of sorts. --- Similar to http://www.gossamer-threads.com/lists/rt/users/68537? ,But different enough to require a separate answer, Let me know if you can, Kris Germann Fibernetics Corporation
Re: [rt-users] Custom fields generating child tickets
I should clarify because this sounds ridiculous the way I've wrote it, sorry: I am creating let's say. a order. I want to create it in Queue A, but Queues B, E, and G need to be notified about it; lets say one is shipping, one provisioning etc. So I want to comment / reply on the ticket, then have the ability to select queues B, E, and K and hit update, when this happens, it creates child tickets dependant on the original ticket and each with a subject suffix like below: Subject: {$Tickets{'TOP'}-Subject} - ChildTicketSuffix Depended-on-by: TOP Status: new Queue: Queue B, Queue E, Queue G Type: ticket Refers-To: {$Tickets{'TOP'}-Id()} Content: {$Transaction-Content} ENDOFCONTENT Thanks Kris Germann Fibernetics Corporation From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kris Germann Sent: Monday, January 24, 2011 3:25 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Custom fields generating child tickets Hey everyone. I have a few n00b questions for you on a new-ish RT 3.8.8 install: I have created a custom field labeled 'Send to:', where there is a dropdown list naming several queues. What I'm wondering is when selecting these options updating the ticket, if it could then create a child ticket in the queue selected via the custom field dropdown menu with the content that current reply / comment which would then be dependent on the 'master' ticket of sorts. --- Similar to http://www.gossamer-threads.com/lists/rt/users/68537? ,But different enough to require a separate answer, Let me know if you can, Kris Germann Fibernetics Corporation
Re: [rt-users] custom fields that apply to 'ticket transactions' onlyshowing on ticket create
On Thu, Nov 11, 2010 at 06:48:52PM +, Kris Germann wrote: Thank you, I've also forgot to mention that I'd like to keep the way the content of the custom field displays in the transaction body with 'ticket transactions' I may be wishing too much but who knows... Transaction values changing will show up in history, but you'd have to do some work to show Ticket Custom Fields in the Transaction where they were set (in addition to the work Emmanuel mention to make Ticket CFs available during Updates). -kevin pgpsD18zZJ7le.pgp Description: PGP signature
Re: [rt-users] custom fields that apply to 'ticket transactions' only showing on ticket create
Thanks Emmanuel, where would I go in my CallBack dir? I have two sub dir's which are CheckMandatoryFields and RTx-Calendar ... I believe I'd have to create a Create.html for RT to call on, right? Kris Supervisor, Sales Technical Support Fibernetics Corporation 605 Boxwood Drive Cambridge ON, N3E1A5 On 11/11/2010 01:57 PM, Emmanuel Lacour wrote: On Thu, Nov 11, 2010 at 10:45:49AM -0500, Kris Germann wrote: Is there a way to show a mandatory custom field ONLY when the ticket is first created? There is something like this in RT todo list ... http://issues.bestpractical.com/Ticket/Display.html?id=14974user=guestpass=guest I want people to enter phone numbers and dates of technical issues, however now they are being asked to enter them again when resolving the ticket, which really there is no point to since it's recorded already... As far as I know, displaying CF edit on correspond/comment/resolve is not in RT core, but often done by a callback. You have to tweak this callback (or EditBasics if you use this to resolve the ticket) to not display edition of CF already filled.
[rt-users] custom fields that apply to 'ticket transactions' only showing on ticket create
Is there a way to show a mandatory custom field ONLY when the ticket is first created? I want people to enter phone numbers and dates of technical issues, however now they are being asked to enter them again when resolving the ticket, which really there is no point to since it's recorded already... -- Kris Supervisor, Sales Technical Support Fibernetics Corporation 605 Boxwood Drive Cambridge ON, N3E1A5
Re: [rt-users] custom fields that apply to 'ticket transactions' only showing on ticket create
In addition, recording dates when 'Type' is 'select date' seems to show this in the transaction when the ticket is created: Title of Custom Field: Thu Nov 18 00:00:00 2010 -- 00:00:00 indicating that I am able to enter a time _somewhere_ ... however I cannot find out how to... Am I blind? Kris Supervisor, Sales Technical Support Fibernetics Corporation 605 Boxwood Drive Cambridge ON, N3E1A5 On 11/11/2010 10:45 AM, Kris Germann wrote: Is there a way to show a mandatory custom field ONLY when the ticket is first created? I want people to enter phone numbers and dates of technical issues, however now they are being asked to enter them again when resolving the ticket, which really there is no point to since it's recorded already... -- Kris Supervisor, Sales Technical Support Fibernetics Corporation 605 Boxwood Drive Cambridge ON, N3E1A5
Re: [rt-users] custom fields that apply to 'ticket transactions' only showing on ticket create
Hi Then you should apply cf only to tickets. Transaction cfs are for every update on a ticket. Regards, Ruslan. From phone. 2010 11 11 18:46 пользователь Kris Germann kris_germ...@295.ca написал: Is there a way to show a mandatory custom field ONLY when the ticket is first created? I want people to enter phone numbers and dates of technical issues, however now they are being asked to enter them again when resolving the ticket, which really there is no point to since it's recorded already... -- Kris Supervisor, Sales Technical Support Fibernetics Corporation 605 Boxwood Drive Cambridge ON, N3E1A5
Re: [rt-users] custom fields that apply to 'ticket transactions' only showing on ticket create
On Thu, Nov 11, 2010 at 10:45:49AM -0500, Kris Germann wrote: Is there a way to show a mandatory custom field ONLY when the ticket is first created? There is something like this in RT todo list ... http://issues.bestpractical.com/Ticket/Display.html?id=14974user=guestpass=guest I want people to enter phone numbers and dates of technical issues, however now they are being asked to enter them again when resolving the ticket, which really there is no point to since it's recorded already... As far as I know, displaying CF edit on correspond/comment/resolve is not in RT core, but often done by a callback. You have to tweak this callback (or EditBasics if you use this to resolve the ticket) to not display edition of CF already filled.
Re: [rt-users] custom fields that apply to 'ticket transactions' onlyshowing on ticket create
Ruslan, Thank you, I've also forgot to mention that I'd like to keep the way the content of the custom field displays in the transaction body with 'ticket transactions' I may be wishing too much but who knows... Kris Germann Supervisor, Sales Technical Support Fibernetics Corp Sent wirelessly from my BlackBerry device on the Bell network. Envoyé sans fil par mon terminal mobile BlackBerry sur le réseau de Bell. -Original Message- From: Ruslan Zakirov r...@bestpractical.com Sender: ruslan.zaki...@gmail.com Date: Thu, 11 Nov 2010 21:42:03 To: Kris Germannkris_germ...@295.ca Cc: RT Usersrt-users@lists.bestpractical.com Subject: Re: [rt-users] custom fields that apply to 'ticket transactions' only showing on ticket create Hi Then you should apply cf only to tickets. Transaction cfs are for every update on a ticket. Regards, Ruslan. From phone. 2010 11 11 18:46 пользователь Kris Germann kris_germ...@295.ca написал: Is there a way to show a mandatory custom field ONLY when the ticket is first created? I want people to enter phone numbers and dates of technical issues, however now they are being asked to enter them again when resolving the ticket, which really there is no point to since it's recorded already... -- Kris Supervisor, Sales Technical Support Fibernetics Corporation 605 Boxwood Drive Cambridge ON, N3E1A5
Re: [rt-users] custom fields (simple?) question - trying again
On Mon, Oct 18, 2010 at 12:52:06PM -0700, Kenneth Crocker wrote: Back in 3.6 X days, I believe that the only way to See,Modify or Admin a Custom Field was by granting that right to a group while in the Config-CustomField screen. I could be wrong, but at any rate, I remember granting rights to a lot of CF's that way. I now have 3.8.7and I see these rights while in Config-Queues-Group Rights. What's the difference? Does one take priority over the other? Are they redundant? One of these applies to all custom fields applied to a queue, the other applies to a single custom field. -kevin pgpw0FT5gve9g.pgp Description: PGP signature
Re: [rt-users] custom fields (simple?) question - trying again
Kevin, Thanks. I hadn't seen any info on that, so your explanation helps. Kenn LBNL On Tue, Oct 26, 2010 at 3:49 PM, Kevin Falcone falc...@bestpractical.comwrote: On Mon, Oct 18, 2010 at 12:52:06PM -0700, Kenneth Crocker wrote: Back in 3.6 X days, I believe that the only way to See,Modify or Admin a Custom Field was by granting that right to a group while in the Config-CustomField screen. I could be wrong, but at any rate, I remember granting rights to a lot of CF's that way. I now have 3.8.7and I see these rights while in Config-Queues-Group Rights. What's the difference? Does one take priority over the other? Are they redundant? One of these applies to all custom fields applied to a queue, the other applies to a single custom field. -kevin
Re: [rt-users] custom fields (simple?) question - trying again
To list, Sent this before, but no answer. Thought I'd try again. Back in 3.6 X days, I believe that the only way to See,Modify or Admin a Custom Field was by granting that right *to a group* while in the Config-CustomField screen. I could be wrong, but at any rate, I remember granting rights to a lot of CF's that way. I now have 3.8.7and I see these rights while in Config-*Queues-Group Rights.* What's the difference? Does one take priority over the other? Are they redundant? Thanks in advance. Kenn LBNL
Re: [rt-users] custom fields below description
Hi Jason, You have to reorder code in share/html/Ticket/Create.html. Move call to EditCustomFields below message box. However, watch your steps as you have to play nice with HTML tables and make sure markup is still valid. Another place to look at is Update.html in the same directory as Create.html. On Fri, Oct 15, 2010 at 4:05 AM, Jason Edgar superj...@gmail.com wrote: how do I reorder my layout to have my custom fields below the description text-area? Thanks all. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! -- Best regards, Ruslan.
[rt-users] custom fields below description
how do I reorder my layout to have my custom fields below the description text-area? Thanks all. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] custom fields (simple?) question
Carlos, I didn't want to sound insulting or anything, but I had a crazy thought that if they were Transaction CF's, they would show on any tickets. I didn't mean to imply that you were a goof, ;-). Sometimes, I make some of the dumbest mistakes imaginable and have to do a DOOH when someone points out the obvious. Raed just did that on some code I was developing. I was trying to update info using the existing ticket info on a correspond instead of the trans info, so nothing happened. DUH! Kenn LBNL On Wed, Oct 13, 2010 at 3:33 AM, Carlos Javier carlosjavie...@gmail.comwrote: Kenn, They are created (because they are the same ones used in RI-IR Incident Reports) as Ticket Custom Fields. As an example, the _RTIR_Customer Custom Field, in the Configuration Custom Fields _RTIR_Customer Basics page, appears as Applies To: Tickets. Thanks! Carlos On Tue, Oct 12, 2010 at 6:08 PM, Kenneth Crocker kfcroc...@lbl.gov wrote: Carlos, Just a quick question; did you create the Custom Fields as Ticket Custom Fields or as Transaction Custom Fields? Kenn LBNL On Tue, Oct 12, 2010 at 7:21 AM, Carlos Javier carlosjavie...@gmail.com wrote: Thanks Kenneth for your answer. I had gone to Config-CustomFields-Group Rights for the related custom fields, and added ModifyCustomField and SeeCustomField to Everyone (just to make it sure this is not the problem). Also, if I login as root/admin, I get the same behaviour: can't see the custom fields, it shows the regular fields of any other ticket. It doesn't seem to be a permissions problem. You may want to concentrate on ways to keep the tickets in IR instead and segregate rights. Kevin, thank you for your suggestion, but I cannot see a way to tailor permissions in RT/RT-IR that allows for different groups to see different tickets that are in the same queue (say, Incident Reports) depending on a ticket characteristic (Constituency, Customer, IP address, another custom field, etc.). And, as o matter of fact, privacy is very important for our project. Suggestions wellcomed! :) Carlos On Mon, Oct 11, 2010 at 6:36 PM, Kevin Falcone falc...@bestpractical.com wrote: On Mon, Oct 11, 2010 at 05:28:47PM +0200, Carlos Javier wrote: Hi, I promise I've searched through http://www.gossamer-threads.com, but either I'm very bad searching, or my question is too stupid (or both!). Setup: RT 3.8.8, RTFM 2.4.2, RT-IR 2.4.4, Apache, RHEL. I suspect your problem is that RTIR is a bit magical with regards to queues / custom fields for RTIR. You're going to need to do considerable work to make RTIR understand alternate queues being equivalent to Incident Reports. You may want to concentrate on ways to keep the tickets in IR instead and segregate rights. -kevin I want to create several queues that behave as closely to Incident Report as possible, but different ones, so different Groups can see each one of them. So I created the first one, let's say IR - 1. I add for it the same Ticket Custom Fields that Incident Report has. Just for test, and not have problems with permissions, I give Everyone all permissions on this queue. Then, I go to create a ticket for this IR - 1 queue: - the custom fields do not appear, the entry window is just as a general ticket window - instead of the title Create a new Incident Report, it shows Create a new ticket - I create the ticket, anyway. In ticket metadata, the custom fields tab is empty What am I doing wrong? Many thanks, Carlos 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! 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! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] custom fields (simple?) question
On Tue, Oct 12, 2010 at 09:08:39AM -0700, Kenneth Crocker wrote: Just a quick question; did you create the Custom Fields as Ticket Custom Fields or as Transaction Custom Fields? Kenn Carlos is using RTIR. There are some special rules regarding CFs and Queues when using RTIR. -kevin On Tue, Oct 12, 2010 at 7:21 AM, Carlos Javier [1]carlosjavie...@gmail.com wrote: Thanks Kenneth for your answer. I had gone to Config-CustomFields-Group Rights for the related custom fields, and added ModifyCustomField and SeeCustomField to Everyone (just to make it sure this is not the problem). Also, if I login as root/admin, I get the same behaviour: can't see the custom fields, it shows the regular fields of any other ticket. It doesn't seem to be a permissions problem. You may want to concentrate on ways to keep the tickets in IR instead and segregate rights. Kevin, thank you for your suggestion, but I cannot see a way to tailor permissions in RT/RT-IR that allows for different groups to see different tickets that are in the same queue (say, Incident Reports) depending on a ticket characteristic (Constituency, Customer, IP address, another custom field, etc.). And, as o matter of fact, privacy is very important for our project. Suggestions wellcomed! :) Carlos On Mon, Oct 11, 2010 at 6:36 PM, Kevin Falcone [2]falc...@bestpractical.com wrote: On Mon, Oct 11, 2010 at 05:28:47PM +0200, Carlos Javier wrote: Hi, I promise I've searched through [3]http://www.gossamer-threads.com, but either I'm very bad searching, or my question is too stupid (or both!). Setup: RT 3.8.8, RTFM 2.4.2, RT-IR 2.4.4, Apache, RHEL. I suspect your problem is that RTIR is a bit magical with regards to queues / custom fields for RTIR. You're going to need to do considerable work to make RTIR understand alternate queues being equivalent to Incident Reports. You may want to concentrate on ways to keep the tickets in IR instead and segregate rights. -kevin I want to create several queues that behave as closely to Incident Report as possible, but different ones, so different Groups can see each one of them. So I created the first one, let's say IR - 1. I add for it the same Ticket Custom Fields that Incident Report has. Just for test, and not have problems with permissions, I give Everyone all permissions on this queue. Then, I go to create a ticket for this IR - 1 queue: - the custom fields do not appear, the entry window is just as a general ticket window - instead of the title Create a new Incident Report, it shows Create a new ticket - I create the ticket, anyway. In ticket metadata, the custom fields tab is empty What am I doing wrong? Many thanks, Carlos 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! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! References Visible links 1. mailto:carlosjavie...@gmail.com 2. mailto:falc...@bestpractical.com 3. http://www.gossamer-threads.com/ RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! pgpX8bVkesFaf.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] custom fields (simple?) question
Thanks Kenneth for your answer. I had gone to Config-CustomFields-Group Rights for the related custom fields, and added ModifyCustomField and SeeCustomField to Everyone (just to make it sure this is not the problem). Also, if I login as root/admin, I get the same behaviour: can't see the custom fields, it shows the regular fields of any other ticket. It doesn't seem to be a permissions problem. You may want to concentrate on ways to keep the tickets in IR instead and segregate rights. Kevin, thank you for your suggestion, but I cannot see a way to tailor permissions in RT/RT-IR that allows for different groups to see different tickets that are in the same queue (say, Incident Reports) depending on a ticket characteristic (Constituency, Customer, IP address, another custom field, etc.). And, as o matter of fact, privacy is very important for our project. Suggestions wellcomed! :) Carlos On Mon, Oct 11, 2010 at 6:36 PM, Kevin Falcone falc...@bestpractical.com wrote: On Mon, Oct 11, 2010 at 05:28:47PM +0200, Carlos Javier wrote: Hi, I promise I've searched through http://www.gossamer-threads.com, but either I'm very bad searching, or my question is too stupid (or both!). Setup: RT 3.8.8, RTFM 2.4.2, RT-IR 2.4.4, Apache, RHEL. I suspect your problem is that RTIR is a bit magical with regards to queues / custom fields for RTIR. You're going to need to do considerable work to make RTIR understand alternate queues being equivalent to Incident Reports. You may want to concentrate on ways to keep the tickets in IR instead and segregate rights. -kevin I want to create several queues that behave as closely to Incident Report as possible, but different ones, so different Groups can see each one of them. So I created the first one, let's say IR - 1. I add for it the same Ticket Custom Fields that Incident Report has. Just for test, and not have problems with permissions, I give Everyone all permissions on this queue. Then, I go to create a ticket for this IR - 1 queue: - the custom fields do not appear, the entry window is just as a general ticket window - instead of the title Create a new Incident Report, it shows Create a new ticket - I create the ticket, anyway. In ticket metadata, the custom fields tab is empty What am I doing wrong? Many thanks, Carlos 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! 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-users] custom fields (simple?) question
Hi, I promise I've searched through http://www.gossamer-threads.com, but either I'm very bad searching, or my question is too stupid (or both!). Setup: RT 3.8.8, RTFM 2.4.2, RT-IR 2.4.4, Apache, RHEL. I want to create several queues that behave as closely to Incident Report as possible, but different ones, so different Groups can see each one of them. So I created the first one, let's say IR - 1. I add for it the same Ticket Custom Fields that Incident Report has. Just for test, and not have problems with permissions, I give Everyone all permissions on this queue. Then, I go to create a ticket for this IR - 1 queue: - the custom fields do not appear, the entry window is just as a general ticket window - instead of the title Create a new Incident Report, it shows Create a new ticket - I create the ticket, anyway. In ticket metadata, the custom fields tab is empty What am I doing wrong? Many thanks, Carlos RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] custom fields (simple?) question
Carlos, RT is designed to allow flexibility when granting permissions. I can grant MosifyTicket to someone, but that doesn't mean they can create comments or update Custom Fields. The ModifyTIcket right is for the basic MetatData fields you find in a Ticket. Comments are separate. So are Custom Fields. If you take a close look at the rights you can grant a group (I say group because we don't really like to grant rights to individual users. WAY TOO MUCH maintenance when you have to modify/grant the same rights to a bunch of people. We put them in groups. Much easier) you will see ModifyTicket, CommentOnTicket. This allows you to grant the right to make commonets on a ticket, but not the MetaData in the TIcket. Same for Email. Custom FIelds allow granting rights by Group.I can create a Queue, apply a Custom FIeld to it and yet NEVER grant rights to see or modify that Custom Field because I want ONLY RT to do it thru scrips. Let's say I wanted a TimeStamp for every Transaction (Just an example). I could create the CF, apply it to a Queue and then modify that CF with the current Date/Time whenever a transaction goes against a ticket. In the DataBase, the old Ticket Custom Field would be disabled (but still visable via SQL) and a new one created as a OBJECTCUSTOMFIELDVALUES Table record. I could also grantSeeCustomField to a certain group of users and they would be able to SEE it, but not Modify it. I could also create a Custom Field, grant all sorts of rights to it, but not apply it to any Queue. NO one would be able to see it or modify it because it wouldn't exist for any ticket in any Queue because it was not applied. S in your situation, when you went to Config-CustomFields-Group Rights ... what rights did you give to what group of users? Check it out and let me know. Hope this helps. Kenn LBNL On Mon, Oct 11, 2010 at 8:28 AM, Carlos Javier carlosjavie...@gmail.comwrote: Hi, I promise I've searched through http://www.gossamer-threads.com, but either I'm very bad searching, or my question is too stupid (or both!). Setup: RT 3.8.8, RTFM 2.4.2, RT-IR 2.4.4, Apache, RHEL. I want to create several queues that behave as closely to Incident Report as possible, but different ones, so different Groups can see each one of them. So I created the first one, let's say IR - 1. I add for it the same Ticket Custom Fields that Incident Report has. Just for test, and not have problems with permissions, I give Everyone all permissions on this queue. Then, I go to create a ticket for this IR - 1 queue: - the custom fields do not appear, the entry window is just as a general ticket window - instead of the title Create a new Incident Report, it shows Create a new ticket - I create the ticket, anyway. In ticket metadata, the custom fields tab is empty What am I doing wrong? Many thanks, Carlos 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!
Re: [rt-users] custom fields (simple?) question
On Mon, Oct 11, 2010 at 05:28:47PM +0200, Carlos Javier wrote: Hi, I promise I've searched through http://www.gossamer-threads.com, but either I'm very bad searching, or my question is too stupid (or both!). Setup: RT 3.8.8, RTFM 2.4.2, RT-IR 2.4.4, Apache, RHEL. I suspect your problem is that RTIR is a bit magical with regards to queues / custom fields for RTIR. You're going to need to do considerable work to make RTIR understand alternate queues being equivalent to Incident Reports. You may want to concentrate on ways to keep the tickets in IR instead and segregate rights. -kevin I want to create several queues that behave as closely to Incident Report as possible, but different ones, so different Groups can see each one of them. So I created the first one, let's say IR - 1. I add for it the same Ticket Custom Fields that Incident Report has. Just for test, and not have problems with permissions, I give Everyone all permissions on this queue. Then, I go to create a ticket for this IR - 1 queue: - the custom fields do not appear, the entry window is just as a general ticket window - instead of the title Create a new Incident Report, it shows Create a new ticket - I create the ticket, anyway. In ticket metadata, the custom fields tab is empty What am I doing wrong? Many thanks, Carlos RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! pgpDLu6FxSpRx.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Custom Fields in Scripts and Templates
Start reading here: http://wiki.bestpractical.com/view/OnCreateCheckCF http://wiki.bestpractical.com/view/OnCreateCheckCF http://wiki.bestpractical.com/view/DefaultCustomFieldValue http://wiki.bestpractical.com/view/DefaultCustomFieldValue http://wiki.bestpractical.com/view/CreatePriorityBasedOnCustomFieldValues http://wiki.bestpractical.com/view/CreatePriorityBasedOnCustomFieldValues http://wiki.bestpractical.com/view/AddCustomFieldsValuesToMail http://wiki.bestpractical.com/view/AddCustomFieldsValuesToMail http://wiki.bestpractical.com/view/AddCustomFieldstoTemplates http://wiki.bestpractical.com/view/AddCustomFieldstoTemplatesThere are more examples under: http://wiki.bestpractical.com/view/Contributions http://wiki.bestpractical.com/view/ContributionsHave fun. 2010/8/11 Sysadmin sysad...@ruralnetwork.net What is the correct syntax for inserting custom field data into scripts and templates? We have a service queue with a custom field (type of ticket = locate or repair). So, I want to create a script to read the type of ticket then dispatch an email with custom field data inserted in the email i.e. Service # Account# etc. Thanks, David System Admin RNS RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!