[rt-users] Custom fields in ticket transactions without any comment/correspondence text

[Per von Zweigbergk]

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

[Matt Zagrabelny]

Hi Alex,

On Wed, Nov 30, 2016 at 8:05 AM, Alex Hall  wrote:
> 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

[Alex Hall]

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

[Diego Morales]

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 Morales 
wrote:

> 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

[Diego Morales]

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

[Nilesh]

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 Brandt 
wrote:

> 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

[Jim Brandt]

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

[Nilesh]

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, 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.
> > 
> > --
> > 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

[Nilesh]

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

[Jim Brandt]

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

[Nilesh]

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

[Ron Fancella]

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

[ABD EL MALEK BOUBARNOUS]

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

[Bryon Baker]

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

[Landon Stewart]

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



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[rt-users] Custom Fields

[Bryon Baker]

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

[Landon Stewart]

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

[Michele Bergonzoni]

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

[Michele Bergonzoni]

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

[Michele Bergonzoni]

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

--
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Phone:+39-051-6781926 e-mail: berg...@labs.it
alt.advanced.networks.design.configure.operate
--
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[rt-users] Custom fields with names in SearchFormat

[Jonah Hirsch]

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
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RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

Re: [rt-users] Custom fields with names in SearchFormat

[Kevin Falcone]

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


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Re: [rt-users] Custom fields export

[Kevin Falcone]

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


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Re: [rt-users] Custom fields export

[Yavor Marinov]

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
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[rt-users] Custom fields export

[Yavor Marinov]

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

[Jeff Blaine]

 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.
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[rt-users] Custom Fields on Excel Report

[Bartosz Maciejewski]

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

[Jim Berry]

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

[Shane Vedvik]

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

[McLean, Devin]

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?

[window camera]

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?

[window camera]

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

[Kevin Falcone]

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

[charlyc...@yahoo.com.ar]

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

[Xavier Barnada]

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

[Martin Wheldon]

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

[Thomas Sibley]

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

[Kevin Falcone]

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


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Description: PGP signature


Final RT training for 2012 in Atlanta, GA - October 23  24
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We're hiring! http://bestpractical.com/jobs

[rt-users] Custom fields and single/multiple entry

[Tim Cutts]

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

[Mayk Backus]

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 upŠ

Any help is appreciated.

Regards,

Mayk Backus

Re: [rt-users] Custom fields on transactions

[Robert Wysocki]

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

[Jaime Kikpole]

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

[Jaime Kikpole]

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

[Kevin Riggle]

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

[Ruslan Zakirov]

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

[Scott Pestana]

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

[Guillaume Hilt]

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

[Guillaume Hilt]

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

[Guillaume Hilt]

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

[Kevin Falcone]

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

[Geoff Mayes]

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

[Kevin Falcone]

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

[Ruslan Zakirov]

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



 
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 * Boston  March 5  6, 2012



-- 
Best regards, Ruslan.

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* Boston  March 5  6, 2012

Re: [rt-users] custom fields default values

[Matthias Henze]

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




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* Boston  March 5  6, 2012

[rt-users] custom fields default values

[Matthias Henze]

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

[Bart]

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


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*  Barcelona, Spain — November 28  29, 2011

[rt-users] Custom fields

[Zoedog]

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

[Kenneth Crocker]

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

[Zoedog]

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

[Raed El-Hames]

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

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Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10

[Charles Kugelman]

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



 
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*  San Francisco, CA, USA  October 18  19, 2011
*  Washington DC, USA  October 31

Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10

[Ruslan Zakirov]

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

[Charles Kugelman]

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

[Charles Kugelman]

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

[Ruslan Zakirov]

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

[Kevin Falcone]

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

[Joanne Keown]

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

[Joanne Keown]

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

[Tim Cutts]

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

[Kevin Falcone]

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

[Kevin Falcone]

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

[Yan Seiner]

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

[Joanne Keown]

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

[Joanne Keown]

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

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Re: [rt-users] Custom Fields: Deleting Values

[Kevin Falcone]

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

[Kenneth Crocker]

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

[Joanne Keown]

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

[Joanne Keown]

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

[Joanne Keown]

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

[Kris Germann]

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

[Kris Germann]

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

[Kevin Falcone]

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

[Kris Germann]

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

[Kris Germann]

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

[Kris Germann]

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

[Ruslan Zakirov]

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

[Emmanuel Lacour]

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

[Kris Germann]

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

[Kevin Falcone]

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

[Kenneth Crocker]

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

[Kenneth Crocker]

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

[Ruslan Zakirov]

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

[Jason Edgar]

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

[Kenneth Crocker]

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

[Kevin Falcone]

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

[Carlos Javier]

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

[Carlos Javier]

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

[Kenneth Crocker]

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

[Kevin Falcone]

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

[Torsten Brumm]

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
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-- 
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!