Custom Fields

Hi Folks,

I was wondering if there are any limits on the number of custom fields
that can be set up for a particular queue. Is it 5, 10, “unlimited”?

Thanks!

– Chris

Not sure about a limit for CFs for a queue but I currently have 44 global
custom fields. I’m running rt 3.0.8, rh80 with perl 5.8.3.

SH-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Chris
Poupart
Sent: Tuesday, February 17, 2004 10:03 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Custom Fields

Hi Folks,

I was wondering if there are any limits on the number of custom fields
that can be set up for a particular queue. Is it 5, 10, “unlimited”?

Thanks!

– Chris

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Chris Poupart wrote:

Hi Folks,

I was wondering if there are any limits on the number of custom fields
that can be set up for a particular queue. Is it 5, 10, “unlimited”?

Thanks!

– Chris

Almost unlimit. You don’t need so many fields :slight_smile:

Thanks all.

I’m trying to create an escalation email so that when a mail is not resolved within 2 hours an email with this template is sent to a particular group: I used this template:

Template: UnattendedTickets

RT-Send-Cc: customercare@company.com, admin@company.com

The ticket {$Ticket->id} has been unresolved for the past 2hours. The Head of engineering has been informed about this. Kindly take action immediately.

and i created this cronjob:

30 * * * * /opt/rt3/bin/rt-crontool --Search RT::Search::FromSQL --Search-arg "status != ‘resolved’ and created = ‘2 hours ago’ " --RT::Action::RecordCorrespondence --template ‘UnattendedTickets’

However, I don’t know how to create a custom field or something that would send mails to a particular group once a ticket has not been resolved in 2hours.

Thanks all.

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However, I don’t know how to create a custom field or something that would
send mails to a particular group once a ticket has not been resolved in
2hours.

Use Ruslan’s module. http://search.cpan.org/~ruz/RT-Action-NotifyGroup-0.02/

Andy Harrison

Hi,

Please, I’ve asked this question earlier but didn’t get a response. I created a template for the autoreply but RT keeps sending the default template in mails to user. How can I disable the global template? Should I just rename the one I created to the default template that came with RT. Thanks all…

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Go to global->scrips click on the scrips on create notify requestors with default autoreply. While in the scrips editing page, change the template from default autoreply to your own autoreply.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com rt-users-bounces@lists.bestpractical.com
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Sent: Sat Jan 15 04:54:33 2005
Subject: [rt-users] Re: Global Templates

Hi,

Please, I've asked this question earlier but didn't get a response. I created a template for the autoreply but RT keeps sending the default template in mails to user. How can I disable the global template? Should I just rename the one I created to the default template that came with RT. Thanks all...

ALL-NEW Yahoo! Messenger http://uk.rd.yahoo.com/mail/taglines/default/messenger/*http://uk.messenger.yahoo.com - all new features - even more fun!

CONFIDENTIALITY NOTICE: The information contained in this message and
or attachments is intended only for the person or entity to which it is
addressed and may contain confidential and/or privileged material. Any
review, retransmission, dissemination, copying, or other use of this
information by persons or entities other than the intended recipient is
prohibited. If you received this e-mail or its attachments in error,
please contact the sender and delete the material from any system and
destroy any copies.

RT doesn’t send templates.
Template doesn’t send itself.

RT runs scrips. And there is available scrip actions in RT that can send
mails.

Please read http://wiki.bestpractical.com/?UserManual

Oluwatomisin Ilori wrote:

Is there a way to apply custom fields to ticket bound for a specific
queue i. e. ticket created for billing have one set of custom fields and
tickets created for tech support have a different set of custom fields?

Thank you,

David
System Administrator
Rural Network Services, Inc.

Is it possible to change the size of the wikitext box?
Ideally I would like to display a large rectangular box under the issue
description text area

David
System Administrator
RNS

David,

We use the following code modification:

Create a /opt/rt3/local/ copy of "/opt/rt3/share/html/Elements/*
EditCustomField
Then add the following code after line # 93:

if ($Type eq “Text”) {

    $Rows = 8;

    $Cols = 50;

} elsif ($Type eq “Wikitext”) {

    $Rows = 8;

    $Cols = 50;

} elsif ($Type eq “Select” and $MaxValues == 1) {

    $Rows = 1;

    $Cols = 30;

}

The last part of the code turns your list of values into a *“drop-down”*list.

Hope this helps.

Kenn

LBNLOn Thu, Aug 5, 2010 at 9:44 AM, Sysadmin Sysadmin@ruralnetwork.net wrote:

Is it possible to change the size of the wikitext box?
Ideally I would like to display a large rectangular box under the issue
description text area

David
System Administrator
RNS

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Hello all
Can custom fields be used in graphs? If so can someone point me in the direction of some article explaining how?

Thanks for all the help.

Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bbaker@copesan.commailto:cstephan@copesan.com
www.copesan.comhttp://www.copesan.com/
“Servicing North America with Local Care”

Hello all
Can custom fields be used in graphs? If so can someone point me in the direction of some article explaining how?

Yes. Before version 4.2 you perform a search and make sure to select the “Queue” as part of the query so the queue specific CFs are loaded. Once that is done you click “Chart” on the upper right. You can then use the dropdown for “Show chart grouped by” to select any field including custom fields.

In 4.2 however you can graph by multiple custom fields at once.

Example:

Landon Stewart : lstewart@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com : +1 (888) 909-4932

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Running mod_fastcgi under apache 2.4 on FreeBSD 10.1. I believe it’s successfully calling mod_fastcgi now, but in the browser it just hangs. Here’s what I get in the logs when try to pull an info.php from the website…

[Tue Mar 24 16:58:45.988597 2015] [:error] [pid 86182] [client 216.24.33.245:65013] FastCGI: comm with server “/usr/local/sbin/rt-server.fcgi” aborted: idle timeout (300 sec)
[Tue Mar 24 16:58:45.989641 2015] [:error] [pid 86182] [client 216.24.33.245:65013] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/sbin/rt-server.fcgi"
216.24.33.245 - - [24/Mar/2015:16:53:45 -0400] “GET /info.php HTTP/1.1” 500 538

Here’s the vhost config I’m running under.

FastCgiServer /usr/local/sbin/rt-server.fcgi -processes 5 -idle-timeout 300

<VirtualHost *:8080>
ServerAdmin webmaster@tickets.win.net
DocumentRoot "/usr/local/www/apache24/data/rt42"
ServerName tickets.win.net
ErrorLog "/var/log/tickets.win.net-8080-error_log"
CustomLog “/var/log/tickets.win.net-8080-access_log” common
ScriptAlias / /usr/local/sbin/rt-server.fcgi/
<Location /usr/local/www/apache24/data/rt42>
AllowOverride None
Require all granted

<Location /usr/local/share/rt42/html>
AllowOverride None
Require all granted

<Location /usr/local/sbin>
AllowOverride None
Require all granted


AllowOverride None
Require all granted
Options +ExecCGI
AddHandler fastcgi-script fcgi

Sorry I did not explain this very well.

The area I would like to use the custom field in is the Calculate section of the graphing tool.

Also I am using version 4.2.3

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 • 262-783-6261 ext. 2296
bbaker@copesan.commailto:cstephan@copesan.com
www.copesan.comhttp://www.copesan.com/
"Servicing North America with Local Care"From: Landon Stewart [mailto:lstewart@iweb.com]
Sent: Tuesday, March 24, 2015 2:57 PM
To: Bryon Baker
Cc: RT Users (rt-users@lists.bestpractical.com)
Subject: Re: [rt-users] Custom Fields

Hello all
Can custom fields be used in graphs? If so can someone point me in the direction of some article explaining how?

Yes. Before version 4.2 you perform a search and make sure to select the “Queue” as part of the query so the queue specific CFs are loaded. Once that is done you click “Chart” on the upper right. You can then use the dropdown for “Show chart grouped by” to select any field including custom fields.

In 4.2 however you can graph by multiple custom fields at once.

Example:
[cid:image001.png@01D0664D.13B3F4A0]

Landon Stewart : lstewart@iweb.commailto:lstewart@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com : +1 (888) 909-4932

Sorry I did not explain this very well.

The area I would like to use the custom field in is the Calculate section of the graphing tool.

Also I am using version 4.2.3

Ahhhh! Well ya got me there. I don’t know. I checked mine (4.2.9) and it’s not available, only date fields that you are probably already seeing listed as well.

Landon Stewart : lstewart@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com : +1 (888) 909-4932

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