Custom fields description and REST API

RT Users
1

I have two more questions and I think my rt install will be completed.

First of all, I added an “OS” dropbox field to tickets with values and
description like “win32 -> Windows”.
When I create a ticket using the web interface, I only see values in the
dropbox, the description isn’t used as label.
I’d hoped to have something like :

Windows

On the other hand, when I’m creating a ticket using the api in PHP :
$request = new HttpRequest( $url, HTTP_METH_POST );
$post_data = array( ‘content’ => “Queue: Français\nRequestor:
test\nOS: win32\nSubject: New ticket\nOwner: test\nText: This is a new
ticket.
Hope it works.\n” );

I got 2 tickets created, the OS customer fields isn’t recorded and if
the message use multiple lines, only the first one is taken (“This is a
new ticket.” in this case).

Is it an api limitation ?

Regards,

Guillaume Hilt

2

I still have the option to simply create and send an email to RT using
the customer data.
Maybe it would be a better solution.

Guillaume HiltLe 21/03/2012 12:40, Guillaume Hilt a écrit :

I have two more questions and I think my rt install will be completed.

First of all, I added an “OS” dropbox field to tickets with values and
description like “win32 → Windows”.
When I create a ticket using the web interface, I only see values in
the dropbox, the description isn’t used as label.
I’d hoped to have something like :

Windows

On the other hand, when I’m creating a ticket using the api in PHP :
$request = new HttpRequest( $url, HTTP_METH_POST );
$post_data = array( ‘content’ => “Queue: Français\nRequestor:
test\nOS: win32\nSubject: New ticket\nOwner: test\nText: This is a new
ticket.
Hope it works.\n” );

I got 2 tickets created, the OS customer fields isn’t recorded and if
the message use multiple lines, only the first one is taken (“This is
a new ticket.” in this case).

Is it an api limitation ?

Regards,

3

Ok, I got the multiple lines issue fixed. I need every new lines to
begin with a space.
2 tickets issue is fixed too.

I only need to find if and how I can use custom fields in my ticket.

Guillaume HiltLe 21/03/2012 12:40, Guillaume Hilt a écrit :

I have two more questions and I think my rt install will be completed.

First of all, I added an “OS” dropbox field to tickets with values and
description like “win32 → Windows”.
When I create a ticket using the web interface, I only see values in
the dropbox, the description isn’t used as label.
I’d hoped to have something like :

Windows

On the other hand, when I’m creating a ticket using the api in PHP :
$request = new HttpRequest( $url, HTTP_METH_POST );
$post_data = array( ‘content’ => “Queue: Français\nRequestor:
test\nOS: win32\nSubject: New ticket\nOwner: test\nText: This is a new
ticket.
Hope it works.\n” );

I got 2 tickets created, the OS customer fields isn’t recorded and if
the message use multiple lines, only the first one is taken (“This is
a new ticket.” in this case).

Is it an api limitation ?

Regards,

4

Ok, so a custom field name must be prefixed by “CF-”.
Good to know.

Well, everything is fine now, except for the custom field values
description but it’s not big deal.

Guillaume HiltLe 21/03/2012 14:01, Guillaume Hilt a écrit :

Ok, I got the multiple lines issue fixed. I need every new lines to
begin with a space.
2 tickets issue is fixed too.

I only need to find if and how I can use custom fields in my ticket.

Guillaume Hilt

Le 21/03/2012 12:40, Guillaume Hilt a écrit :

I have two more questions and I think my rt install will be completed.

First of all, I added an “OS” dropbox field to tickets with values
and description like “win32 → Windows”.
When I create a ticket using the web interface, I only see values in
the dropbox, the description isn’t used as label.
I’d hoped to have something like :

Windows

On the other hand, when I’m creating a ticket using the api in PHP :
$request = new HttpRequest( $url, HTTP_METH_POST );
$post_data = array( ‘content’ => “Queue: Français\nRequestor:
test\nOS: win32\nSubject: New ticket\nOwner: test\nText: This is a
new ticket.
Hope it works.\n” );

I got 2 tickets created, the OS customer fields isn’t recorded and if
the message use multiple lines, only the first one is taken (“This is
a new ticket.” in this case).

Is it an api limitation ?

Regards,

5

Well, everything is fine now, except for the custom field values
description but it’s not big deal.

To clarify, the Description field on Custom Field Values is unused
elsewhere in the RT UI at this time.

-kevin