CF "applies to" not doing what i think it means?

Hello,

I’ve created a “tickets” CF for a value, and under Applies To have checked
the queue i want it to be in. The other queues i do not want it to appear
in are unchecked. However, the CF still appears on every ticket in every
queue.

Custom fields for Queues, not Tickets, doesn’t seem to be what i’m looking
for either. Also,
http://wiki.bestpractical.com/view/ManualAdministrationseems to have
some unnecessary steps or perhaps it’s just outdated: it
talks about going to Queues and selecting the one you want, then going to
"Custom Fields in the left-hand navigation bar." However, in 3.8.1 at
least, there is no subheading of CFs in Queues, just the top-level CF
option: and results are the same whether i am looking at a queue’s config
first or not.

Most importantly, assuming i get this straightned out and the CFs are in the
tickets in queues where i want them and nowhere else: i’m going to want to
parse email subjects and bodies for text to grab and stuff into the CFs.
I’m having trouble finding a good starting place for this, however. I see
some perl examples for searching for strings i want, but not the “and now
take what you found and put it in Custom Field Blah.” If all the CFs have
to be filled in manually, this won’t work for us - there’s rather a lot of
automated info coming in, and i need to scarf it down as the ticket is
created.

Thanks!

Goto Global-> Custom Fields -> Tickets -> and uncheck the CF.On Fri, Dec 26, 2008 at 11:48 PM, Rob Munsch rob.munsch@gmail.com wrote:

Hello,

I’ve created a “tickets” CF for a value, and under Applies To have checked
the queue i want it to be in. The other queues i do not want it to appear
in are unchecked. However, the CF still appears on every ticket in every
queue.

Custom fields for Queues, not Tickets, doesn’t seem to be what i’m looking
for either. Also, http://wiki.bestpractical.com/view/ManualAdministration
seems to have some unnecessary steps or perhaps it’s just outdated: it
talks about going to Queues and selecting the one you want, then going to
"Custom Fields in the left-hand navigation bar." However, in 3.8.1 at
least, there is no subheading of CFs in Queues, just the top-level CF
option: and results are the same whether i am looking at a queue’s config
first or not.

Most importantly, assuming i get this straightned out and the CFs are in the
tickets in queues where i want them and nowhere else: i’m going to want to
parse email subjects and bodies for text to grab and stuff into the CFs.
I’m having trouble finding a good starting place for this, however. I see
some perl examples for searching for strings i want, but not the “and now
take what you found and put it in Custom Field Blah.” If all the CFs have
to be filled in manually, this won’t work for us - there’s rather a lot of
automated info coming in, and i need to scarf it down as the ticket is
created.

Thanks!


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Best regards, Ruslan.

Aha, i see. I thought that would make it unavailable completely; i see now
it’s independent of the queue’s applies-to settings. Thanks!

If anyone else has come across a good “cram text from Subject and Body into
CFs” resource, i’d love to hear it. If not and i improve my perl enough to
get it right, i’ll post.On Fri, Dec 26, 2008 at 4:45 PM, Ruslan Zakirov ruslan.zakirov@gmail.comwrote:

Goto Global-> Custom Fields -> Tickets -> and uncheck the CF.

On Fri, Dec 26, 2008 at 11:48 PM, Rob Munsch rob.munsch@gmail.com wrote:

Hello,

I’ve created a “tickets” CF for a value, and under Applies To have
checked
the queue i want it to be in. The other queues i do not want it to
appear
in are unchecked. However, the CF still appears on every ticket in every
queue.

Custom fields for Queues, not Tickets, doesn’t seem to be what i’m
looking
for either. Also,
http://wiki.bestpractical.com/view/ManualAdministration
seems to have some unnecessary steps or perhaps it’s just outdated: it
talks about going to Queues and selecting the one you want, then going to
"Custom Fields in the left-hand navigation bar." However, in 3.8.1 at
least, there is no subheading of CFs in Queues, just the top-level CF
option: and results are the same whether i am looking at a queue’s config
first or not.

Most importantly, assuming i get this straightned out and the CFs are in
the
tickets in queues where i want them and nowhere else: i’m going to want
to
parse email subjects and bodies for text to grab and stuff into the CFs.
I’m having trouble finding a good starting place for this, however. I
see
some perl examples for searching for strings i want, but not the “and now
take what you found and put it in Custom Field Blah.” If all the CFs
have
to be filled in manually, this won’t work for us - there’s rather a lot
of
automated info coming in, and i need to scarf it down as the ticket is
created.

Thanks!


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Commercial support: sales@bestpractical.com

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Best regards, Ruslan.

http://wiki.bestpractical.com/view/ExtractCustomFieldValuesOn Fri, Dec 26, 2008 at 5:01 PM, Rob Munsch rob.munsch@gmail.com wrote:

Aha, i see. I thought that would make it unavailable completely; i see now
it’s independent of the queue’s applies-to settings. Thanks!

If anyone else has come across a good “cram text from Subject and Body into
CFs” resource, i’d love to hear it. If not and i improve my perl enough to
get it right, i’ll post.

On Fri, Dec 26, 2008 at 4:45 PM, Ruslan Zakirov ruslan.zakirov@gmail.comwrote:

Goto Global-> Custom Fields -> Tickets -> and uncheck the CF.

On Fri, Dec 26, 2008 at 11:48 PM, Rob Munsch rob.munsch@gmail.com wrote:

Hello,

I’ve created a “tickets” CF for a value, and under Applies To have
checked
the queue i want it to be in. The other queues i do not want it to
appear
in are unchecked. However, the CF still appears on every ticket in
every
queue.

Custom fields for Queues, not Tickets, doesn’t seem to be what i’m
looking
for either. Also,
http://wiki.bestpractical.com/view/ManualAdministration
seems to have some unnecessary steps or perhaps it’s just outdated: it
talks about going to Queues and selecting the one you want, then going
to
"Custom Fields in the left-hand navigation bar." However, in 3.8.1 at
least, there is no subheading of CFs in Queues, just the top-level CF
option: and results are the same whether i am looking at a queue’s
config
first or not.

Most importantly, assuming i get this straightned out and the CFs are in
the
tickets in queues where i want them and nowhere else: i’m going to want
to
parse email subjects and bodies for text to grab and stuff into the CFs.
I’m having trouble finding a good starting place for this, however. I
see
some perl examples for searching for strings i want, but not the “and
now
take what you found and put it in Custom Field Blah.” If all the CFs
have
to be filled in manually, this won’t work for us - there’s rather a lot
of
automated info coming in, and i need to scarf it down as the ticket is
created.

Thanks!


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Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com


Best regards, Ruslan.


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Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com

On Ubuntu, should i ignore CPAN and get the “debian makefile” it mentions?
The install didn’t throw any errors, but i do not see the action even after
adding the plugin’s line to SiteConfig and stopping/starting Apache.On Fri, Dec 26, 2008 at 5:14 PM, Todd Chapman todd@chaka.net wrote:

http://wiki.bestpractical.com/view/ExtractCustomFieldValues

On Fri, Dec 26, 2008 at 5:01 PM, Rob Munsch rob.munsch@gmail.com wrote:

Aha, i see. I thought that would make it unavailable completely; i see
now it’s independent of the queue’s applies-to settings. Thanks!

If anyone else has come across a good “cram text from Subject and Body
into CFs” resource, i’d love to hear it. If not and i improve my perl
enough to get it right, i’ll post.

On Fri, Dec 26, 2008 at 4:45 PM, Ruslan Zakirov <ruslan.zakirov@gmail.com wrote:

Goto Global-> Custom Fields -> Tickets -> and uncheck the CF.

On Fri, Dec 26, 2008 at 11:48 PM, Rob Munsch rob.munsch@gmail.com wrote:

Hello,

I’ve created a “tickets” CF for a value, and under Applies To have
checked
the queue i want it to be in. The other queues i do not want it to
appear
in are unchecked. However, the CF still appears on every ticket in
every
queue.

Custom fields for Queues, not Tickets, doesn’t seem to be what i’m
looking
for either. Also,
http://wiki.bestpractical.com/view/ManualAdministration
seems to have some unnecessary steps or perhaps it’s just outdated: it
talks about going to Queues and selecting the one you want, then going
to
"Custom Fields in the left-hand navigation bar." However, in 3.8.1 at
least, there is no subheading of CFs in Queues, just the top-level CF
option: and results are the same whether i am looking at a queue’s
config
first or not.

Most importantly, assuming i get this straightned out and the CFs are
in the
tickets in queues where i want them and nowhere else: i’m going to want
to
parse email subjects and bodies for text to grab and stuff into the
CFs.
I’m having trouble finding a good starting place for this, however. I
see
some perl examples for searching for strings i want, but not the “and
now
take what you found and put it in Custom Field Blah.” If all the CFs
have
to be filled in manually, this won’t work for us - there’s rather a lot
of
automated info coming in, and i need to scarf it down as the ticket is
created.

Thanks!


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Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com


Best regards, Ruslan.


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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Commercial support: sales@bestpractical.com

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never mind, found it!

For the archives:
When installing via CPAN, there’s an important step you need to run
manually. Go to the .cpan/build dir for ExtractCustomFieldValues and run

make initdb

You (should) be prompted for your rt_user’s DB password. It will then
update your DB so Extract Custom Field Values is now a selectable scrip
action.On Fri, Dec 26, 2008 at 6:04 PM, Rob Munsch rob.munsch@gmail.com wrote:

On Ubuntu, should i ignore CPAN and get the “debian makefile” it mentions?
The install didn’t throw any errors, but i do not see the action even after
adding the plugin’s line to SiteConfig and stopping/starting Apache.

On Fri, Dec 26, 2008 at 5:14 PM, Todd Chapman todd@chaka.net wrote:

http://wiki.bestpractical.com/view/ExtractCustomFieldValues

On Fri, Dec 26, 2008 at 5:01 PM, Rob Munsch rob.munsch@gmail.com wrote:

Aha, i see. I thought that would make it unavailable completely; i see
now it’s independent of the queue’s applies-to settings. Thanks!

If anyone else has come across a good “cram text from Subject and Body
into CFs” resource, i’d love to hear it. If not and i improve my perl
enough to get it right, i’ll post.

On Fri, Dec 26, 2008 at 4:45 PM, Ruslan Zakirov < ruslan.zakirov@gmail.com> wrote:

Goto Global-> Custom Fields -> Tickets -> and uncheck the CF.

On Fri, Dec 26, 2008 at 11:48 PM, Rob Munsch rob.munsch@gmail.com wrote:

Hello,

I’ve created a “tickets” CF for a value, and under Applies To have
checked
the queue i want it to be in. The other queues i do not want it to
appear
in are unchecked. However, the CF still appears on every ticket in
every
queue.

Custom fields for Queues, not Tickets, doesn’t seem to be what i’m
looking
for either. Also,
http://wiki.bestpractical.com/view/ManualAdministration
seems to have some unnecessary steps or perhaps it’s just outdated:
it
talks about going to Queues and selecting the one you want, then going
to
"Custom Fields in the left-hand navigation bar." However, in 3.8.1 at
least, there is no subheading of CFs in Queues, just the top-level CF
option: and results are the same whether i am looking at a queue’s
config
first or not.

Most importantly, assuming i get this straightned out and the CFs are
in the
tickets in queues where i want them and nowhere else: i’m going to
want to
parse email subjects and bodies for text to grab and stuff into the
CFs.
I’m having trouble finding a good starting place for this, however. I
see
some perl examples for searching for strings i want, but not the “and
now
take what you found and put it in Custom Field Blah.” If all the CFs
have
to be filled in manually, this won’t work for us - there’s rather a
lot of
automated info coming in, and i need to scarf it down as the ticket is
created.

Thanks!


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com


Best regards, Ruslan.


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com