Custom Fields

Chris_Poupart · February 17, 2004, 3:03pm

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

Scott_Hebert · February 17, 2004, 3:11pm

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

Ruslan_U_Zakirov · February 18, 2004, 7:34am

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

Oluwatomisin_Ilori · January 14, 2005, 7:44am

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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Andy_Harrison3 · January 14, 2005, 9:02pm

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. RT-Action-NotifyGroup-0.02 - RT Action-NotifyGroup Extension - metacpan.org

Andy Harrison

Oluwatomisin_Ilori · January 15, 2005, 12:54pm

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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Mai_Le · January 15, 2005, 6:02pm

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...

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Ruslan_U_Zakirov1 · January 15, 2005, 6:08pm

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 Request Tracker Wiki

Oluwatomisin Ilori wrote:

Sysadmin · July 30, 2010, 10:45pm

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.

Sysadmin · August 5, 2010, 4:44pm

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

Kenn_Crocker · August 5, 2010, 5:34pm

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

bbaker · March 24, 2015, 6:49pm

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.com mailto:cstephan@copesan.com
www.copesan.com http://www.copesan.com/
“Servicing North America with Local Care”

Landon_Stewart1 · March 24, 2015, 7:57pm

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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Joseph_Mays · March 24, 2015, 9:04pm

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

bbaker · March 24, 2015, 9:10pm

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

Landon_Stewart1 · March 24, 2015, 11:34pm

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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