Custom fields that apply to 'ticket transactions' only showing on ticket create

Is there a way to show a mandatory custom field ONLY when the ticket is
first created?

I want people to enter phone numbers and dates of technical issues,
however now they are being asked to enter them again when resolving the
ticket, which really there is no point to since it’s recorded already…

Kris
Supervisor, Sales & Technical Support
Fibernetics Corporation
605 Boxwood Drive
Cambridge ON, N3E1A5

In addition, recording dates when ‘Type’ is ‘select date’ seems to show
this in the transaction when the ticket is created:

Title of Custom Field: Thu Nov 18 00:00:00 2010

– 00:00:00 indicating that I am able to enter a time somewhere
however I cannot find out how to… Am I blind?

Kris
Supervisor, Sales & Technical Support
Fibernetics Corporation
605 Boxwood Drive
Cambridge ON, N3E1A5On 11/11/2010 10:45 AM, Kris Germann wrote:

Is there a way to show a mandatory custom field ONLY when the ticket
is first created?

I want people to enter phone numbers and dates of technical issues,
however now they are being asked to enter them again when resolving
the ticket, which really there is no point to since it’s recorded
already…

Kris
Supervisor, Sales & Technical Support
Fibernetics Corporation
605 Boxwood Drive
Cambridge ON, N3E1A5

Hi

Then you should apply cf only to tickets. Transaction cfs are for every
update on a ticket.

Regards, Ruslan. From phone.2010 11 11 18:46 пользователь “Kris Germann” kris_germann@295.ca написал:

Is there a way to show a mandatory custom field ONLY when the ticket is
first created?

I want people to enter phone numbers and dates of technical issues,
however now they are being asked to enter them again when resolving the
ticket, which really there is no point to since it’s recorded already…

Kris
Supervisor, Sales & Technical Support
Fibernetics Corporation
605 Boxwood Drive
Cambridge ON, N3E1A5

Is there a way to show a mandatory custom field ONLY when the ticket
is first created?

There is something like this in RT todo list …

http://issues.bestpractical.com/Ticket/Display.html?id=14974&user=guest&pass=guest

I want people to enter phone numbers and dates of technical issues,
however now they are being asked to enter them again when resolving
the ticket, which really there is no point to since it’s recorded
already…

As far as I know, displaying CF edit on correspond/comment/resolve is
not in RT core, but often done by a callback. You have to tweak this
callback (or EditBasics if you use this to resolve the ticket) to not
display edition of CF already filled.

Ruslan,

Thank you, I’ve also forgot to mention that I’d like to keep the way the content of the custom field displays in the transaction body with ‘ticket transactions’ I may be wishing too much but who knows…

Kris Germann

Supervisor, Sales & Technical Support
Fibernetics Corp

Sent wirelessly from my BlackBerry device on the Bell network.
Envoyé sans fil par mon terminal mobile BlackBerry sur le réseau de Bell.

Sender: ruslan.zakirov@gmail.comDate: Thu, 11 Nov 2010 21:42:03
To: Kris Germannkris_germann@295.ca
Cc: RT Usersrt-users@lists.bestpractical.com
Subject: Re: [rt-users] custom fields that apply to ‘ticket transactions’ only
showing on ticket create

Hi

Then you should apply cf only to tickets. Transaction cfs are for every
update on a ticket.

Regards, Ruslan. From phone.

Thank you, I’ve also forgot to mention that I’d like to keep the way the content of the custom
field displays in the transaction body with ‘ticket transactions’ I may be wishing too much
but who knows…

Transaction values changing will show up in history, but you’d have to
do some work to show Ticket Custom Fields in the Transaction where
they were set (in addition to the work Emmanuel mention to make Ticket
CFs available during Updates).

-kevin

Thanks Emmanuel, where would I go in my CallBack dir?

I have two sub dir’s which are CheckMandatoryFields and RTx-Calendar …
I believe I’d have to create a Create.html for RT to call on, right?

Kris
Supervisor, Sales & Technical Support
Fibernetics Corporation
605 Boxwood Drive
Cambridge ON, N3E1A5On 11/11/2010 01:57 PM, Emmanuel Lacour wrote:

On Thu, Nov 11, 2010 at 10:45:49AM -0500, Kris Germann wrote:

Is there a way to show a mandatory custom field ONLY when the ticket
is first created?

There is something like this in RT todo list …

http://issues.bestpractical.com/Ticket/Display.html?id=14974&user=guest&pass=guest

I want people to enter phone numbers and dates of technical issues,
however now they are being asked to enter them again when resolving
the ticket, which really there is no point to since it’s recorded
already…
As far as I know, displaying CF edit on correspond/comment/resolve is
not in RT core, but often done by a callback. You have to tweak this
callback (or EditBasics if you use this to resolve the ticket) to not
display edition of CF already filled.