[rt-users] Conditional field validation / input?
Hi all. I've been an RT user for a short while now and I'm continuing to dig deeper as we extend its use. Thanks to Jesse and team for a product which delivers significant flexibility while preserving simplicity of use. Here's my current question: Is there an easy way to add logic such that certain custom fields are required or made available for use only when specific values are set on a particular field? That's a fairly generic question so I'll attempt to illustrate a bit with a scenario or two: 1. As part of an internal business process, we frequently need to work with carriers to effect changes to our telephony platform. I've modeled this through several custom fields, but the challenge is that not all information is available when the process is initiated. Thus, only certain custom fields can be populated when a ticket is created. However, I do want to apply input validation on these values and I'd like to require values at the approprate stage. (The 'stages' are modeled through a custom field drop-down.) If I set validation patterns for the custom fields, they all become required when creating a ticket through the web interface. I'm wondering if there is a way to require data only when the relevant stage is selected. Does this make sense? 2. I'd like to expose certain inputs in response to selections made in other custom fields. As an example, consider a support process covering 10-15 different products, each with its own set of data required for support purposes. Package A might require a serial number and a version whereas Package B might require a processor speed and a power consumption value. One solution is to expose all inputs at all times but I'd like to simplify the interface presented to support staff if at all possible. This would ideally happen by exposing only those custom fields related to a top-level product selection. Another possibility might be to use a separate Queue for each product, I suppose, but I don't think this scales particularly well; imagine a scenario in which there are a large number of products (and therefore Queues). There are many examples of conditional dropdowns in HTML. I just wasn't sure if there was something similar in RT. Thanks in advance for any guidance. Regards, Damon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Conditional field validation / input?
Hi Damon, We have been using RT for a while and I think that you can setup Scrips to do your stage validation at each step along the way and prevent the ticket from moving to the next stage. As far as the drop-down type input or input options revealed when a selection is made, that sounds like it may need AJAX/ Javascript type coding. Maybe you could model it on something like the E-mail autocompletion setup in the Wiki. Cheers, Ken On Thu, Mar 12, 2009 at 12:55:53PM -0700, Damon Miller wrote: Hi all. I've been an RT user for a short while now and I'm continuing to dig deeper as we extend its use. Thanks to Jesse and team for a product which delivers significant flexibility while preserving simplicity of use. Here's my current question: Is there an easy way to add logic such that certain custom fields are required or made available for use only when specific values are set on a particular field? That's a fairly generic question so I'll attempt to illustrate a bit with a scenario or two: 1. As part of an internal business process, we frequently need to work with carriers to effect changes to our telephony platform. I've modeled this through several custom fields, but the challenge is that not all information is available when the process is initiated. Thus, only certain custom fields can be populated when a ticket is created. However, I do want to apply input validation on these values and I'd like to require values at the approprate stage. (The 'stages' are modeled through a custom field drop-down.) If I set validation patterns for the custom fields, they all become required when creating a ticket through the web interface. I'm wondering if there is a way to require data only when the relevant stage is selected. Does this make sense? 2. I'd like to expose certain inputs in response to selections made in other custom fields. As an example, consider a support process covering 10-15 different products, each with its own set of data required for support purposes. Package A might require a serial number and a version whereas Package B might require a processor speed and a power consumption value. One solution is to expose all inputs at all times but I'd like to simplify the interface presented to support staff if at all possible. This would ideally happen by exposing only those custom fields related to a top-level product selection. Another possibility might be to use a separate Queue for each product, I suppose, but I don't think this scales particularly well; imagine a scenario in which there are a large number of products (and therefore Queues). There are many examples of conditional dropdowns in HTML. I just wasn't sure if there was something similar in RT. Thanks in advance for any guidance. Regards, Damon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Conditional field validation / input?
Damon Kenneth,
I copied /share/html/Elements/EditCustomField into
/local/html/Elements/EditCustomField and made these changes after line
76 (rt 3.6.4):
if ($Type eq Text) {
$Rows = 8;
$Cols = 50;
} elsif ($Type eq Wikitext) {
$Rows = 8;
$Cols = 50;
} elsif ($Type eq Select and $MaxValues == 1) {
$Rows = 1;
$Cols = 30;
}
This opened up my text custom Fields and made all my Select Custom
Fields have a drop-down box. Hope this helps.
Kenn
LBNL
On 3/12/2009 1:02 PM, Kenneth Marshall wrote:
Hi Damon,
We have been using RT for a while and I think that you can
setup Scrips to do your stage validation at each step along
the way and prevent the ticket from moving to the next stage.
As far as the drop-down type input or input options revealed
when a selection is made, that sounds like it may need AJAX/
Javascript type coding. Maybe you could model it on something
like the E-mail autocompletion setup in the Wiki.
Cheers,
Ken
On Thu, Mar 12, 2009 at 12:55:53PM -0700, Damon Miller wrote:
Hi all. I've been an RT user for a short while now and I'm continuing
to dig deeper as we extend its use. Thanks to Jesse and team for a
product which delivers significant flexibility while preserving
simplicity of use.
Here's my current question: Is there an easy way to add logic such that
certain custom fields are required or made available for use only when
specific values are set on a particular field? That's a fairly generic
question so I'll attempt to illustrate a bit with a scenario or two:
1. As part of an internal business process, we frequently need to work
with carriers to effect changes to our telephony platform. I've modeled
this through several custom fields, but the challenge is that not all
information is available when the process is initiated. Thus, only
certain custom fields can be populated when a ticket is created.
However, I do want to apply input validation on these values and I'd
like to require values at the approprate stage. (The 'stages' are
modeled through a custom field drop-down.) If I set validation patterns
for the custom fields, they all become required when creating a ticket
through the web interface. I'm wondering if there is a way to require
data only when the relevant stage is selected. Does this make sense?
2. I'd like to expose certain inputs in response to selections made in
other custom fields. As an example, consider a support process covering
10-15 different products, each with its own set of data required for
support purposes. Package A might require a serial number and a version
whereas Package B might require a processor speed and a power
consumption value. One solution is to expose all inputs at all times
but I'd like to simplify the interface presented to support staff if at
all possible. This would ideally happen by exposing only those custom
fields related to a top-level product selection.
Another possibility might be to use a separate Queue for each product, I
suppose, but I don't think this scales particularly well; imagine a
scenario in which there are a large number of products (and therefore
Queues). There are many examples of conditional dropdowns in HTML. I
just wasn't sure if there was something similar in RT.
Thanks in advance for any guidance.
Regards,
Damon
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
