Re: [rt-users] Mandatory/Required custom field
Torsten Brumm wrote: Hi Kenneth, thats true, i forgot i added someting from the wiki, the ability to change the cf's during each reply, comment. Without this, a user wouldn't touch the cf during this, thats correct. OK, so last open issue should be the resolve part, here rt must check if the field is set or not. The situation with this is a little confusing, but I still have unexplainable behaviour with custom field mandating. Privileged users are not allowed to create a ticket via the web ui without specifying a value for the mandatory ticket custom fields. UNprivileged users ARE allowed to create a ticket without selecting/specifying a value! I have no idea why! Any ideas? I would help by showing my rights matrix, but I cant get RT-RightsMatrix installed and I can't get any help installing it :/ -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mandatory/Required custom field
Hi Thierry, Did you got any response to this problem? I stepped into the same today Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Thierry Thelliez Gesendet: Freitag, 7. September 2007 03:44 An: rt-users@lists.bestpractical.com Betreff: [rt-users] Mandatory/Required custom field Hello, With RT 3.6.4: I am trying to make a 'Select one value' type custom field mandatory. Selecting the (?#Mandatory). value for Validation does not seem to work like I was expecting. The user is still able to submit the ticket and the custom field value is '(no value)'. I tried (?#Mandatory).+ without success. What am I missing? Thanks, Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mandatory/Required custom field
Hi Thierry, RT Users, today i played around a lot with the CF Type Select One Value set to mandatory. The Result lokos as follows: 1. Ticket created via web ui, you have to select a value if you have the rights to modify the CF - Thats OK 2. Ticket is created via mail. OK, you can reply, you can also close the Ticket without select a value for the CF - Thats not mandatory - its bad 3. Ticket moved from a queue into the queue with the mandatory CF, you can work with the ticket like under 2. 4. Ticket created via mail, you choose a values for the cf - it works, if you go and change it back to no values, it gives a error message, that you have to select a value - its also ok. So, from my point of view, it works partially but not 100%. BPS, any Ideas??? Is this fixed under 3.6.6? Any suggestions form other Users already using 3.6.6? Torsten 2007/9/7, Thierry Thelliez [EMAIL PROTECTED]: Hello, With RT 3.6.4: I am trying to make a 'Select one value' type custom field mandatory. Selecting the (?#Mandatory). value for Validation does not seem to work like I was expecting. The user is still able to submit the ticket and the custom field value is '(no value)'. I tried (?#Mandatory).+ without success. What am I missing? Thanks, Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mandatory/Required custom field
Hi Kenneth, Thierry, RT Users, its fine for me, that a ticket created via mail has the mandatory fields not set, thats correct, what i mean (sorry for my bad english) is, after the ticket is created, if you reply to it from the web ui, or you resolve the ticket via the web ui, you can close the ticket without setting the CF. Torsten 2008/2/1, Kenneth Crocker [EMAIL PROTECTED]: Torsten, Like I said before, I don't think that Mandatory CF's can be enforced when creating a ticket via email. You may have to create a ticket transaction CF for that. Have you looked inth that? Kenn LBNL On 2/1/2008 11:19 AM, Torsten Brumm wrote: Hi Thierry, RT Users, today i played around a lot with the CF Type Select One Value set to mandatory. The Result lokos as follows: 1. Ticket created via web ui, you have to select a value if you have the rights to modify the CF - Thats OK 2. Ticket is created via mail. OK, you can reply, you can also close the Ticket without select a value for the CF - Thats not mandatory - its bad 3. Ticket moved from a queue into the queue with the mandatory CF, you can work with the ticket like under 2. 4. Ticket created via mail, you choose a values for the cf - it works, if you go and change it back to no values, it gives a error message, that you have to select a value - its also ok. So, from my point of view, it works partially but not 100%. BPS, any Ideas??? Is this fixed under 3.6.6? Any suggestions form other Users already using 3.6.6? Torsten 2007/9/7, Thierry Thelliez [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]: Hello, With RT 3.6.4: I am trying to make a 'Select one value' type custom field mandatory. Selecting the (?#Mandatory). value for Validation does not seem to work like I was expecting. The user is still able to submit the ticket and the custom field value is '(no value)'. I tried (?#Mandatory).+ without success. What am I missing? Thanks, Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mandatory/Required custom field
Torsten, Like I said before, I don't think that Mandatory CF's can be enforced when creating a ticket via email. You may have to create a ticket transaction CF for that. Have you looked inth that? Kenn LBNL On 2/1/2008 11:19 AM, Torsten Brumm wrote: Hi Thierry, RT Users, today i played around a lot with the CF Type Select One Value set to mandatory. The Result lokos as follows: 1. Ticket created via web ui, you have to select a value if you have the rights to modify the CF - Thats OK 2. Ticket is created via mail. OK, you can reply, you can also close the Ticket without select a value for the CF - Thats not mandatory - its bad 3. Ticket moved from a queue into the queue with the mandatory CF, you can work with the ticket like under 2. 4. Ticket created via mail, you choose a values for the cf - it works, if you go and change it back to no values, it gives a error message, that you have to select a value - its also ok. So, from my point of view, it works partially but not 100%. BPS, any Ideas??? Is this fixed under 3.6.6? Any suggestions form other Users already using 3.6.6? Torsten 2007/9/7, Thierry Thelliez [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]: Hello, With RT 3.6.4: I am trying to make a 'Select one value' type custom field mandatory. Selecting the (?#Mandatory). value for Validation does not seem to work like I was expecting. The user is still able to submit the ticket and the custom field value is '(no value)'. I tried (?#Mandatory).+ without success. What am I missing? Thanks, Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mandatory/Required custom field
Torsten, I believe that the enforcement should happen during a Modify episode. I do not think that reply/correspondence is a modify episode, it merely adds attachments to the ticket on the DataBase, not modify the ticket record content. However, resolve probably should check to be sure the CF has data. Kenn LBNL On 2/1/2008 11:29 AM, Torsten Brumm wrote: Hi Kenneth, Thierry, RT Users, its fine for me, that a ticket created via mail has the mandatory fields not set, thats correct, what i mean (sorry for my bad english) is, after the ticket is created, if you reply to it from the web ui, or you resolve the ticket via the web ui, you can close the ticket without setting the CF. Torsten 2008/2/1, Kenneth Crocker [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]: Torsten, Like I said before, I don't think that Mandatory CF's can be enforced when creating a ticket via email. You may have to create a ticket transaction CF for that. Have you looked inth that? Kenn LBNL On 2/1/2008 11:19 AM, Torsten Brumm wrote: Hi Thierry, RT Users, today i played around a lot with the CF Type Select One Value set to mandatory. The Result lokos as follows: 1. Ticket created via web ui, you have to select a value if you have the rights to modify the CF - Thats OK 2. Ticket is created via mail. OK, you can reply, you can also close the Ticket without select a value for the CF - Thats not mandatory - its bad 3. Ticket moved from a queue into the queue with the mandatory CF, you can work with the ticket like under 2. 4. Ticket created via mail, you choose a values for the cf - it works, if you go and change it back to no values, it gives a error message, that you have to select a value - its also ok. So, from my point of view, it works partially but not 100%. BPS, any Ideas??? Is this fixed under 3.6.6? Any suggestions form other Users already using 3.6.6? Torsten 2007/9/7, Thierry Thelliez [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]: Hello, With RT 3.6.4: I am trying to make a 'Select one value' type custom field mandatory. Selecting the (?#Mandatory). value for Validation does not seem to work like I was expecting. The user is still able to submit the ticket and the custom field value is '(no value)'. I tried (?#Mandatory).+ without success. What am I missing? Thanks, Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mandatory/Required custom field
Hi Kenneth, thats true, i forgot i added someting from the wiki, the ability to change the cf's during each reply, comment. Without this, a user wouldn't touch the cf during this, thats correct. OK, so last open issue should be the resolve part, here rt must check if the field is set or not. lets see what jesse says ;-) Torsten 2008/2/1, Kenneth Crocker [EMAIL PROTECTED]: Torsten, I believe that the enforcement should happen during a Modify episode. I do not think that reply/correspondence is a modify episode, it merely adds attachments to the ticket on the DataBase, not modify the ticket record content. However, resolve probably should check to be sure the CF has data. Kenn LBNL On 2/1/2008 11:29 AM, Torsten Brumm wrote: Hi Kenneth, Thierry, RT Users, its fine for me, that a ticket created via mail has the mandatory fields not set, thats correct, what i mean (sorry for my bad english) is, after the ticket is created, if you reply to it from the web ui, or you resolve the ticket via the web ui, you can close the ticket without setting the CF. Torsten 2008/2/1, Kenneth Crocker [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] : Torsten, Like I said before, I don't think that Mandatory CF's can be enforced when creating a ticket via email. You may have to create a ticket transaction CF for that. Have you looked inth that? Kenn LBNL On 2/1/2008 11:19 AM, Torsten Brumm wrote: Hi Thierry, RT Users, today i played around a lot with the CF Type Select One Value set to mandatory. The Result lokos as follows: 1. Ticket created via web ui, you have to select a value if you have the rights to modify the CF - Thats OK 2. Ticket is created via mail. OK, you can reply, you can also close the Ticket without select a value for the CF - Thats not mandatory - its bad 3. Ticket moved from a queue into the queue with the mandatory CF, you can work with the ticket like under 2. 4. Ticket created via mail, you choose a values for the cf - it works, if you go and change it back to no values, it gives a error message, that you have to select a value - its also ok. So, from my point of view, it works partially but not 100%. BPS, any Ideas??? Is this fixed under 3.6.6? Any suggestions form other Users already using 3.6.6? Torsten 2007/9/7, Thierry Thelliez [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]: Hello, With RT 3.6.4: I am trying to make a 'Select one value' type custom field mandatory. Selecting the (?#Mandatory). value for Validation does not seem to work like I was expecting. The user is still able to submit the ticket and the custom field value is '(no value)'. I tried (?#Mandatory).+ without success. What am I missing? Thanks, Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de -- MFG Torsten Brumm http://www.torsten-brumm.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Mandatory/Required custom field
Hello, With RT 3.6.4: I am trying to make a 'Select one value' type custom field mandatory. Selecting the (?#Mandatory). value for Validation does not seem to work like I was expecting. The user is still able to submit the ticket and the custom field value is '(no value)'. I tried (?#Mandatory).+ without success. What am I missing? Thanks, Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
