Changing when a custom field is validated

RT Users
1

Hi rt-users,

I have created a Custom Field ‘Unit’ with a new RT install.
I gave it the ‘(?#Mandatory).’ validation regex and a possible list of 3
values.

I require this field to be filled in before it changes Queue but it seems
like it is only checked before the ticket is resolved. I can still update
Priority, change Queues, etc. the only restriction seems to be on resolving
a ticket.
I checked the mailing lists and wiki but can’t find anymore information on
this.

I would like to know if I can block any changes to a ticket until this
field is validated. I was hoping I could have a scrip on the ChangeQueue
event but I can’t workout how to stop a transaction.

Has anyone done this before or know an approach I could use?

Thanks in advance,

/Alister

2

More detailed information:

This is a bit more of what I have attempted, what I think are my
possibilities and an overview of the desired end result.

I realise I can’t stop a transaction but I can’t think of (or find) a good
alternative to what I require.
I would have thought a Mandatory field meant that I couldn’t do anything
with a ticket unless it Validates. There is a big-red box under the custom
field saying
‘Input must match [Mandatory]’ but it doesn’t seem to have any effect
(most of the time).

Some options I am considering:

  • Have a default value (least desirable option but simplest).
  • Disallow form submission with Javascript.
  • Change when the Validation is enforced (my preference but is it
    possible?)
  • Implement something similar to the WorkFlow wiki which would replace
    what I’m trying to do (overly complicated?)
  • Revert a Queue change if the field is blank
    (Mentioned in WriteCustomAction wiki just after the part labeled “Let’s
    talk about impossible things you don’t even want to try to do with a
    scrip”)

Desired Workflow:

  • A ticket is raised in the initial queue.
  • A support user takes the ticket and either fulfills the work or
    escalates it.
  • The support user should know who can sign off escalated work.
  • Upon escalation the ticket needs signoff by an area manager (Unit area)
    so a script creates an approval request in the appropriate signoff queue.
  • The area managers need seperate queues so they can’t signoff other
    area’s work.

I would like to make the Unit area mandatory so that when a ticket is
escalated the approval request is sent to the correct person for signoff.

Am I completely off track here?
Is there a much easier way to do what I need to do?
Any/all suggestions/ideas welcome.

Cheers,
/Alister

Hi rt-users,

I have created a Custom Field ‘Unit’ with a new RT install.
I gave it the ‘(?#Mandatory).’ validation regex and a possible list of 3
values.

I require this field to be filled in before it changes Queue but it
seems
like it is only checked before the ticket is resolved. I can still
update
Priority, change Queues, etc. the only restriction seems to be on
resolving
a ticket.
I checked the mailing lists and wiki but can’t find anymore information
on

3

More detailed information:

This is a bit more of what I have attempted, what I think are my
possibilities and an overview of the desired end result.

I realise I can’t stop a transaction but I can’t think of (or find) a good
alternative to what I require.
I would have thought a Mandatory field meant that I couldn’t do anything
with a ticket unless it Validates. There is a big-red box under the custom
field saying
‘Input must match [Mandatory]’ but it doesn’t seem to have any effect
(most of the time).

Some options I am considering:

  • Have a default value (least desirable option but simplest).
  • Disallow form submission with Javascript.
  • Change when the Validation is enforced (my preference but is it
    possible?)
  • Implement something similar to the WorkFlow wiki which would replace
    what I’m trying to do (overly complicated?)
  • Revert a Queue change if the field is blank
    (Mentioned in WriteCustomAction wiki just after the part labeled “Let’s
    talk about impossible things you don’t even want to try to do with a
    scrip”)

Desired Workflow:

  • A ticket is raised in the initial queue.
  • A support user takes the ticket and either fulfills the work or
    escalates it.
  • The support user should know who can sign off escalated work.
  • Upon escalation the ticket needs signoff by an area manager (Unit area)
    so a script creates an approval request in the appropriate signoff queue.
  • The area managers need seperate queues so they can’t signoff other
    area’s work.

I would like to make the Unit area mandatory so that when a ticket is
escalated the approval request is sent to the correct person for signoff.

Am I completely off track here?
Is there a much easier way to do what I need to do?
Any/all suggestions/ideas welcome.

Cheers,
/Alister

Hi rt-users,

I have created a Custom Field ‘Unit’ with a new RT install.
I gave it the ‘(?#Mandatory).’ validation regex and a possible list of 3
values.

I require this field to be filled in before it changes Queue but it
seems
like it is only checked before the ticket is resolved. I can still
update
Priority, change Queues, etc. the only restriction seems to be on
resolving
a ticket.
I checked the mailing lists and wiki but can’t find anymore information
on