Can't update custom fields and ticket comments at the same time

RT Users
1

Hi,

I’ve recently upgraded from RT3.2.3 to 3.6.3. I ran all the upgrade
scripts too, and all seemed fine. I’ve granted my group full rights
to assign/modify/see custom fields. And I can see the fields and
modify them using the “Comments Field” sub-window link just fine.
But if I use either the REPLY or COMMENTS link, and make any changes
to any of the other fields (in addition to the custom fields), the
other fields would update, but not the custom field. If I just limit
my changes to just the custom fields, then the changes will stick.

Is there something I’m missing? I would like to set values into the
custom fields at the same time as updates to the other fields - it
just makes sense to. No other problems in the archives seemed to
match this one.

Thanks!
-Khai

2

Khai,

It sounds like the difference between "TransactionBatch" and

“TransactionCreate”. When you upgraded the stock scrips, was there any
parameter or setting that enabled “TransactionBatch”? We do not use that
at our location for our custom scrips, but perhaps RT stock scrips
need it and it wasn’t set. Just a thought.

Kenn
LBNL

Khai Lam wrote:

3

Hi Kenn,

I wasn’t able to find what I needed from RT Essentials book, but I
did ultimately find the solution. So I thought I’d reply for the
mailing list’s sake.

The answer lies in here:
http://wiki.bestpractical.com/view/EditCustomFieldsOnUpdate

Apparently there was a change in how Display.html worked from 3.6.0
onwards and a “slight error” in the ProcessObjectCustomFieldUpdates
function. As I was upgrading from 3.2 to 3.6, I needed to update the
following CallBack and html code:
rt//local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay
rt/share/html/Ticket/Display.html

… see above link for the details of the necessary changes.

Applying the patches and restarting apache fixed my problem with
being unable to make my customfield changes “stick”.

Thanks!
-KhaiOn Jun 22, 2007, at 11:17 AM, Khai Lam wrote:

Hi Kenn,

Sorry, but I should have clarified what I meant by “upgrade
scripts”. I meant running the /opt/rt3/sbin/rt-setup-database
script against the directories in etc/upgrade (per the upgrade
instructions that came along with rt3.6.3 source package).

So there weren’t any changes to any of RT’s stock scrips.

But you might have provided a needed clue. Where can I find these
TransactionBatch settings/options/function-calls?

Thanks!
-Khai

On Jun 22, 2007, at 9:31 AM, Kenneth Crocker wrote:

Khai,

It sounds like the difference between “TransactionBatch” and
“TransactionCreate”. When you upgraded the stock scrips, was there
any parameter or setting that enabled “TransactionBatch”? We do
not use that at our location for our custom scrips, but perhaps
RT stock scrips need it and it wasn’t set. Just a thought.

Kenn
LBNL

Khai Lam wrote:

Hi,
I’ve recently upgraded from RT3.2.3 to 3.6.3. I ran all the
upgrade scripts too, and all seemed fine. I’ve granted my group
full rights to assign/modify/see custom fields. And I can see
the fields and modify them using the “Comments Field” sub-window
link just fine. But if I use either the REPLY or COMMENTS link,
and make any changes to any of the other fields (in addition to
the custom fields), the other fields would update, but not the
custom field. If I just limit my changes to just the custom
fields, then the changes will stick.
Is there something I’m missing? I would like to set values into
the custom fields at the same time as updates to the other fields

  • it just makes sense to. No other problems in the archives
    seemed to match this one.
    Thanks!
    -Khai

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