Custom Field Validation

Hi Everyone,

I just upgraded to RT 3.6.1 on my test system and started doing some
work with custom field validation. I have noticed something in how they
work, or don’t work in certain circumstances. If I log in as a
privileged user, and try to create a ticket, the validation works fine.
It will not even let me save a ticket, unless a mandatory field is
filled it. So, this part works as advertised. Also, if I work on a
ticket, that was created prior to the validation being added to a custom
field, it does the validation on the existing fields, but ignores
mandatory fields; I guess one should accept this behavior as normal,
because the ticket was already in the system.

The unexpected behavior occurs when I try to create a ticket as an
unprivileged user. We have a generic account which we have regular users
come in and submit tickets. It comes up with a customized menu, so they
can select a queue and enter a ticket. To do this required some
modifications to the SelfService html directory. While this is not
perfect, it did save us from having to set up a number of user accounts.
The user also enters their e-mail address while creating a ticket.
Anyway, when a user clicks on “New ticket”, it brings up the ticket to
fill in and the custom fields. However, unlike when a privileged user
creates a ticket, there are no comments in red indicating what needs to
be entered into the custom fields. However, validation does occur on
fields which have regular expressions, though the user has no idea what
to fill in (again no red text to tell them). Also, if a mandatory field
is not filled it, the ticket is created anyway; again this differs from
when a privileged user tries to do the same thing. Is there a reason for
this behavior? Are there plans to fix the behavior?

Thank you for your time.

Take care!

Nick

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky@digitalglobe.com mailto:nmetrowsky@digitalglobe.com

DigitalGlobe ®, An Imaging and Information Company

http://www.digitalglobe.com http://www.digitalglobe.com

Hi,
Using rt 361

Does the ModifyAll form use custom field validation?

I can see where it is used in the Create form

 '/Elements/ValidateCustomFields',

If it isn’t, would it be hard to implement something similar to ModifyAll?

Thanks

We are looking at using Asset Tracker with our RT install.

I am wondering - what kind of method does anyone use to make sure you do
not accidentally enter an asset twice – or enter in the same info for 2
different assets?

For example, while entering in Laptop #36 and laptop #37 as two
different assets, you accidentally put in the same serial number for
them. Or after entering in laptop #36, you take a break - then when you
come back you enter in the info for laptop #36 a second time.

Currently, I am thinking a custom field of “Serial Number” would
suffice, but is there any way to check that each value in that custom
field is unique for each asset?

I would love to hear from anyone using AT what they do to keep their
records valid.

http://gentgeen.homelinux.org

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Does anybody understand or have more information on Custom field
validation? What is (?#mandatory) Can I modify this to cross reference
the data inputted? Like look for certain numbers? Like validate numbers
entered 1-100 anything past that do not create ticket?

Thanks,

Michael Neuschafer

PC Support Specialist

National Stores Inc.

(310) 436 - 2150

Does anybody understand or have more information on Custom field validation? What is
(?#mandatory) Can I modify this to cross reference the data inputted? Like look for certain
numbers? Like validate numbers entered 1-100 anything past that do not create ticket?

The validation is done with perl regular expressions. You do not have
access to other ticket information in the validation, but your latter
examples are certainly doable. Mandatory boils down to /./

-kevin