Custom fields on incident resolution

Hi there,

In order to support our internal compliance processes, I’m exploring the possibility of including custom fields to be triggered only on resolution of an incident. For example, I would like to create fields in support of root cause analysis and post incident review/deficiency assignment and tracking, but only have them show up to be filled out on the “resolve ticket” page.

Ideally, I’d like to find a way to use RTIR to pull compliance gaps or deficiencies out of incident tickets and into another queue, and/or generate a specific report showing Incident, Root Cause, Recommendation, Assigned To and Due Date (for example)…kind of like how investigations are linked to incidents, link “Deficiencies” to incidents in the same way for tracking but allow them to remain open once an incident is closed.

Anyone done anything like this? I’m not much of a coder…but I can follow basic instructions :slight_smile:

Robert Moerman

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In order to support our internal compliance processes, I’m exploring the
possibility of including custom fields to be triggered only on resolution of an
incident. For example, I would like to create fields in support of root cause
analysis and post incident review/deficiency assignment and tracking, but only
have them show up to be filled out on the “resolve ticket” page.

Ideally, I’d like to find a way to use RTIR to pull compliance gaps or
deficiencies out of incident tickets and into another queue, and/or generate a
specific report showing Incident, Root Cause, Recommendation, Assigned To and
Due Date (for example)…kind of like how investigations are linked to incidents,
link “Deficiencies” to incidents in the same way for tracking but allow them to
remain open once an incident is closed.

Anyone done anything like this? I’m not much of a coder…but I can follow basic
instructions J

Unfortunately, you will have to write code to do this. There’s
RT-Extension-MandatoryOnTransition for core RT that lets you make
certain fields required during Resolve, but it won’t work out of the
box on RTIR. An engineer recently implemented mandatory fields on
resolve for a client using the callbacks available in
html/RTIR/Incident/Reply.html and html/RTIR/Incident/Display.html
(BeforeReply and ProcessArguments respectively). You have enough rope
to stop resolution there, although you’ll need to write more code to
expose only the CFs you wanted edited, and figure out where in the
already complicated UI to jam them.

It’s certainly doable to create tickets in another queue after
Incident resolution (and copy data) using CreateTickets
http://bestpractical.com/docs/rt/latest/RT/Action/CreateTickets.html

-kevin

Hi, Robert.

Have you managed to get MandatoryOnTransition working on RTIR?
I’m facing the same problem, so any advice would be apreciated.
Thanks!

Best regards

Have you managed to get MandatoryOnTransition working on RTIR?
I’m facing the same problem, so any advice would be apreciated.
Thanks!

RTIR does not provide the necessary hooks for MandatoryOnTransition.
Additionally, RTIR uses a number of “quick actions” that would need
additional work since MandatoryOnTransition does not currently support
them.

So, there’s some amount of work to support RTIR and then additional
work to support extra features used by RTIR that MandatoryOnTransition
doesn’t cover.

-kevin