Custom Field value mandatory on resolve

Hello again to everyone!

I have read the threads and found lots of opinions on how to make entering
Custom Field value mandatory upon ticket creation.
I’m interested however in a different feature.

Most of our tickets are created after users send us an e-mail.
We want our support engineers to choose a value for a Custom Field “Type of
Request” before resolving the ticket.
Using standard RT interface I couldn’t implement such feature. Ticket would
get resolved even if Custom Field value is not defined (though I put
Mandatory validation for it).

Basically what I want is to disable ticket resolving unless a value for
Custom Field has been entered.

Anyone knows if this is possible without messing with RT core files?

Thanks,
Stan

PS: we’re using RT 3.6.1 btw

Hi!

Unfortunately Stan’s question from April is still unanswered. Is there
no way to make a custom field mandatory on resolve?

The origin question was:

Hello again to everyone!

I have read the threads and found lots of opinions on how to make entering
Custom Field value mandatory upon ticket creation.
I’m interested however in a different feature.

Most of our tickets are created after users send us an e-mail.
We want our support engineers to choose a value for a Custom Field “Type of
Request” before resolving the ticket.
Using standard RT interface I couldn’t implement such feature. Ticket would
get resolved even if Custom Field value is not defined (though I put
Mandatory validation for it).

Basically what I want is to disable ticket resolving unless a value for
Custom Field has been entered.

Anyone knows if this is possible without messing with RT core files?

Thanks,
Stan

PS: we’re using RT 3.6.1 btw

Sorry, I have no idea how to reply to the corresponding message in the
list - without having the message as an e-mail.

Christian

Christian,
You can accomplish this using Scrips. I shared a few Scrips about a
week ago which we have implemented, one of which dealt with an OnResolve
condition and two “mandatory” CustomFields. Take a quick peek through
the list archives, if you can’t find it you can contact me directly.

-Sean-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Christian
Felber
Sent: Thursday, June 21, 2007 4:05 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Custom Field value mandatory on resolve

Hi!

Unfortunately Stan’s question from April is still unanswered. Is there
no way to make a custom field mandatory on resolve?

The origin question was:

Hello again to everyone!

I have read the threads and found lots of opinions on how to make
entering Custom Field value mandatory upon ticket creation.
I’m interested however in a different feature.

Most of our tickets are created after users send us an e-mail.
We want our support engineers to choose a value for a Custom Field “Type
of Request” before resolving the ticket.
Using standard RT interface I couldn’t implement such feature. Ticket
would get resolved even if Custom Field value is not defined (though I
put Mandatory validation for it).

Basically what I want is to disable ticket resolving unless a value for
Custom Field has been entered.

Anyone knows if this is possible without messing with RT core files?

Thanks,
Stan

PS: we’re using RT 3.6.1 btw

Sorry, I have no idea how to reply to the corresponding message in the
list - without having the message as an e-mail.

Christian
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Hi Christian,

You should be able to use a TransactionBatch scrip to check that the CF
exists at the time the status changes to resolved. If the CF is not
acceptable, just have the scrip change the status back to the transaction’s
OldValue (maybe with transaction recording disabled so it doesn’t trigger
other scrips). I’d use TransactionBatch instead of TransactionCreate so I
don’t miss a resolution that also includes setting the CF to an acceptable
value. This solution has nothing to do with the “Mandatory” setting for
fields, it’s just checks that a field has a value when a ticket is resolved.

Regards,
Gene

At 01:04 PM 6/21/2007, Christian Felber wrote:

Hi!

Unfortunately Stan’s question from April is still unanswered. Is there
no way to make a custom field mandatory on resolve?

The origin question was:


Hello again to everyone!

I have read the threads and found lots of opinions on how to make entering
Custom Field value mandatory upon ticket creation.
I’m interested however in a different feature.

Most of our tickets are created after users send us an e-mail.
We want our support engineers to choose a value for a Custom Field “Type of
Request” before resolving the ticket.
Using standard RT interface I couldn’t implement such feature. Ticket would
get resolved even if Custom Field value is not defined (though I put
Mandatory validation for it).

Basically what I want is to disable ticket resolving unless a value for
Custom Field has been entered.

Anyone knows if this is possible without messing with RT core files?

Thanks,
Stan

PS: we’re using RT 3.6.1 btw


Sorry, I have no idea how to reply to the corresponding message in the
list - without having the message as an e-mail.

Christian


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

Gene LeDuc, GSEC
Security Analyst
San Diego State University

Unfortunately Stan’s question from April is still unanswered. Is there
no way to make a custom field mandatory on resolve?

Has anyone had the Mandatory option on Create work for them more than
50% of the time ? I’ve set Mandatory on Custom Fields and had people
creating tickets all over the place without ever selecting anything, I
gave up on using them as they seemed to be very buggy.

We’ve had to direct our Privileged users to use SelfService to create
tickets as the menu on the top right will fail to save Custom Fields in
general (mandatory or not). I suspect both issues are related,
something is a miss with the way Custom Fields go into the Database &
have Bug Report [fsck.com #8103] open since January on this.

We would definitely like to have mandatory fields on both create &
resolve.

  • Scott

Hi Sean,

Thank you very much! The result is what I was looking for, but have
you figured out in the meantime how to ensure that the actions are
reflected in the results callback at the top? This would be perfect.

Christian

Edge, Sean schrieb am 21.06.2007 22:17: