Custom field problem

All,

Not sure if this is two seperate questions or not.

I am running RT 3.6.4.

I am trying to create a custom field that I want to be mandatory. Basically, Im not concerned if it’s there
when the ticket is created, but when my RT admins close the ticket (always through the GUI, not through email or anything) I want to make sure they have selected one of the values.

I have tried CF’s of both “ticket” and “ticket transaction” type, and I have tried various values in the validation field. Perhaps the word “Mandatory” threw my off and there isn’t really such a thing?
I may be helpful to list everything I have tried in the validation field, but that would be a long, long list.

The problem basically exibits itself where I open the ticket, and try and resolve the ticket. It lets me, without putting anything in that field. (it bassically defaults to (no value)
I even tried in the validation field to put the pre-formed date validation, and nothing stops the ticket from being closed.

Any suggestions?

Thanks.

Boardwalk for $500? In 2007? Ha! Play Monopoly Here and Now (it’s updated for today’s economy) at Yahoo! Games.
http://get.games.yahoo.com/proddesc?gamekey=monopolyherenow

Sean writes:

All,

Not sure if this is two seperate questions or not.

I am running RT 3.6.4.

I am trying to create a custom field that I want to be
mandatory. Basically, Im not concerned if it’s there when the ticket
is created, but when my RT admins close the ticket (always through
the GUI, not through email or anything) I want to make sure they
have selected one of the values. […]

You can write a scrip that reopens the ticket unless the custom field
is set. This solution isn’t nice but easy to set up.

So there is no way to make having a value in a custom field mandatory?
I was hoping that the “validation” step would take care of this, but I guess that doesn’t
kick in until you manually enter something then it validates against what you have selected or entered.From: Andreas Vögele avo@trustsec.de
To: rt-users@lists.fsck.com
Sent: Tuesday, July 24, 2007 2:16:12 AM
Subject: [rt-users] Re: Custom field problem

Sean writes:

All,

Not sure if this is two seperate questions or not.

I am running RT 3.6.4.

I am trying to create a custom field that I want to be
mandatory. Basically, Im not concerned if it’s there when the ticket
is created, but when my RT admins close the ticket (always through
the GUI, not through email or anything) I want to make sure they
have selected one of the values. […]

You can write a scrip that reopens the ticket unless the custom field
is set. This solution isn’t nice but easy to set up.

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

____________________________________________________________________________________Ready for the edge of your seat?
Check out tonight’s top picks on Yahoo! TV.

Validation works fine in our system, as do the Mandatory fields… I think
we need more information regarding how your system is customized… For
instance, what do you mean you’ve tried this on custom fields of “Ticket”
and “Ticket Transaction” types. These types aren’t available in our
3.6.4version, so I’m guessing they’ve been added/modified which might
be breaking
the validation/mandatory functions.

Have you tried either with a basic “Enter one value” or “Select one value”
type custom field?

ForrestOn 7/24/07, Sean stroke_of_death@yahoo.com wrote:

So there is no way to make having a value in a custom field mandatory?
I was hoping that the “validation” step would take care of this, but I
guess that doesn’t
kick in until you manually enter something then it validates against what
you have selected or entered.

----- Original Message ----
From: Andreas Vögele avo@trustsec.de
To: rt-users@lists.fsck.com
Sent: Tuesday, July 24, 2007 2:16:12 AM
Subject: [rt-users] Re: Custom field problem

Sean writes:

All,

Not sure if this is two seperate questions or not.

I am running RT 3.6.4.

I am trying to create a custom field that I want to be
mandatory. Basically, Im not concerned if it’s there when the ticket
is created, but when my RT admins close the ticket (always through
the GUI, not through email or anything) I want to make sure they
have selected one of the values. […]

You can write a scrip that reopens the ticket unless the custom field
is set. This solution isn’t nice but easy to set up.


The rt-users Archives

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

____________________________________________________________________________________Ready
for the edge of your seat?
Check out tonight’s top picks on Yahoo! TV.
http://tv.yahoo.com/


The rt-users Archives

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

Hi Forrest,

I havn’t really made any customizations surrounding the custom field area. I have added
RTx::Statistics, and RTx::AssetTracker, the calender extension, and thats it as far
as customizations above and beyond the normal RT.

For the “Ticket” vs “Ticket Transaction” type, I am referring to:
I click “configuration” then “Custom Fields” then click on the custom field I have created
I see “Name”, Description", “Type”, “Applies to”, “validation”, a checkbox for enabled, “link values to” and “Include page”
The “Ticket” vs “ticket transaction” types are under “Applies to”, under “Applies to” you can
choose Tickets, Groups, Users, Assets, Ticket Transactions

If you choose ticket, when you look at a ticket, you can see the custom value there. If I choose ticket transactions, you don’t see the custom field in the main ticket page, but if I were to click “Resolve”, it shows up there. It also shows up under “basics”

I have tried with “Select one value” as there are a limited list of 7 different values I need the user to choose from, and Enter one value would be freeform, and the reg-ex involved in the validation would be extrodinarily complicated and wouldn’t be very easy to change, so I need to stick with the “select one value” type.

It defaults to (no value) - right now the Validation field says:
(?#Mandatory)([1]) - I have tried adding various things after the “(?#Mandatory)”
so perhaps my validation string is wrong?
The values to select between are all one letter words beginnning with captial letters.From: Forrest Blount forrestarthur@gmail.com
To: Sean stroke_of_death@yahoo.com
Cc: Andreas Vögele avo@trustsec.de; rt-users@lists.fsck.com
Sent: Tuesday, July 24, 2007 9:54:12 AM
Subject: Re: [rt-users] Re: Custom field problem

Validation works fine in our system, as do the Mandatory fields… I think we need more information regarding how your system is customized… For instance, what do you mean you’ve tried this on custom fields of “Ticket” and “Ticket Transaction” types. These types aren’t available in our 3.6.4 version, so I’m guessing they’ve been added/modified which might be breaking the validation/mandatory functions.

Have you tried either with a basic “Enter one value” or “Select one value” type custom field?

Forrest

So there is no way to make having a value in a custom field mandatory?
I was hoping that the “validation” step would take care of this, but I guess that doesn’t
kick in until you manually enter something then it validates against what you have selected or entered.

From: Andreas Vögele avo@trustsec.de
To: rt-users@lists.fsck.com
Sent: Tuesday, July 24, 2007 2:16:12 AM
Subject: [rt-users] Re: Custom field problem

Sean writes:

All,

Not sure if this is two seperate questions or not.

I am running RT 3.6.4.

I am trying to create a custom field that I want to be
mandatory. Basically, Im not concerned if it’s there when the ticket
is created, but when my RT admins close the ticket (always through
the GUI, not through email or anything) I want to make sure they
have selected one of the values. […]

You can write a scrip that reopens the ticket unless the custom field
is set. This solution isn’t nice but easy to set up.

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

____________________________________________________________________________________Ready for the edge of your seat?
Check out tonight’s top picks on Yahoo! TV.

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

Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more.
http://mobile.yahoo.com/go?refer=1GNXIC


  1. A-Z ↩︎

Sean,

Maybe you can show us the values (or equivalents) you’re trying to allow for
the “Select one value” type.

I think if the validation string didn’t match any of the values you’ve
entered as options, defaulting to no value wouldn’t be a horrible thing for
RT to do.

Also: what’s wrong with using the (?#Mandatory). string as is? the “.”
means that something other than null has to be selected… This is the only
capacity I have used the mandatory requirement with, but it does work fine.
In the string you included it would only allow values with 1 letter A-Z ie
(“Q”)to be entered… change to (?#Mandatory)([1]+$) to allow more
ie(“Quit”)…

Apologies if I’m telling you things you already know.

ForrestOn 7/24/07, Sean stroke_of_death@yahoo.com wrote:

Hi Forrest,

I havn’t really made any customizations surrounding the custom field area.
I have added
RTx::Statistics, and RTx::AssetTracker, the calender extension, and thats
it as far
as customizations above and beyond the normal RT.

For the “Ticket” vs “Ticket Transaction” type, I am referring to:
I click “configuration” then “Custom Fields” then click on the custom
field I have created
I see “Name”, Description", “Type”, “Applies to”, “validation”, a checkbox
for enabled, “link values to” and “Include page”
The “Ticket” vs “ticket transaction” types are under “Applies to”, under
“Applies to” you can
choose Tickets, Groups, Users, Assets, Ticket Transactions

If you choose ticket, when you look at a ticket, you can see the custom
value there. If I choose ticket transactions, you don’t see the custom field
in the main ticket page, but if I were to click “Resolve”, it shows up
there. It also shows up under “basics”

I have tried with “Select one value” as there are a limited list of 7
different values I need the user to choose from, and Enter one value would
be freeform, and the reg-ex involved in the validation would be
extrodinarily complicated and wouldn’t be very easy to change, so I need to
stick with the “select one value” type.

It defaults to (no value) - right now the Validation field says:
(?#Mandatory)([2]) - I have tried adding various things after the
“(?#Mandatory)”
so perhaps my validation string is wrong?
The values to select between are all one letter words beginnning with
captial letters.

----- Original Message ----
From: Forrest Blount forrestarthur@gmail.com
To: Sean stroke_of_death@yahoo.com
Cc: Andreas Vögele avo@trustsec.de; rt-users@lists.fsck.com
Sent: Tuesday, July 24, 2007 9:54:12 AM
Subject: Re: [rt-users] Re: Custom field problem

Validation works fine in our system, as do the Mandatory fields… I think
we need more information regarding how your system is customized… For
instance, what do you mean you’ve tried this on custom fields of “Ticket”
and “Ticket Transaction” types. These types aren’t available in our 3.6.4version, so I’m guessing they’ve been added/modified which might be breaking
the validation/mandatory functions.

Have you tried either with a basic “Enter one value” or “Select one value”
type custom field?

Forrest

On 7/24/07, Sean stroke_of_death@yahoo.com wrote:

So there is no way to make having a value in a custom field mandatory?
I was hoping that the “validation” step would take care of this, but I
guess that doesn’t
kick in until you manually enter something then it validates against
what you have selected or entered.

----- Original Message ----
From: Andreas Vögele avo@trustsec.de
To: rt-users@lists.fsck.com
Sent: Tuesday, July 24, 2007 2:16:12 AM
Subject: [rt-users] Re: Custom field problem

Sean writes:

All,

Not sure if this is two seperate questions or not.

I am running RT 3.6.4.

I am trying to create a custom field that I want to be
mandatory. Basically, Im not concerned if it’s there when the ticket
is created, but when my RT admins close the ticket (always through
the GUI, not through email or anything) I want to make sure they
have selected one of the values. […]

You can write a scrip that reopens the ticket unless the custom field
is set. This solution isn’t nice but easy to set up.


The rt-users Archives

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

____________________________________________________________________________________Ready
for the edge of your seat?
Check out tonight’s top picks on Yahoo! TV.
http://tv.yahoo.com/


The rt-users Archives

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


Get the Yahoo! toolbar and be alerted to new email
http://us.rd.yahoo.com/evt=48225/*http://new.toolbar.yahoo.com/toolbar/features/mail/index.phpwherever
you’re surfing.


  1. A-Z ↩︎

  2. A-Z ↩︎

Sean writes:

Hi Forrest,

I havn’t really made any customizations surrounding the custom field
area. I have added RTx::Statistics, and RTx::AssetTracker, the
calender extension, and thats it as far as customizations above and
beyond the normal RT.
[…]
If you choose ticket, when you look at a ticket, you can see the
custom value there. If I choose ticket transactions, you don’t see
the custom field in the main ticket page, but if I were to click
“Resolve”, it shows up there. It also shows up under “basics”

How did you add the custom fields to the resolve page?

Unfortunately, the callback-based solutions described in
Lhttp://wiki.bestpractical.com/view/EditCustomFieldsOnUpdate are
incomplete. If you read html/Ticket/Create.html you’ll see that
there’s code that validates the custom fields. No such code is added
to Update.html though.