Custom fields

Does rt support custom fields? I would like to create a custom field that holds
the customers “maintenance number” (my RT installation is intended for customer
support calls mostly). Also, I have come across the term “SelfService” while
browsing the archives and docs, I am looking for a way to allow the users to
view theirs open tickets (restricted view obviously) through the web, comment on
them through the web etc…

Any **pointers (please excuse an old C programmer on a Perl oriented list) will
be appreciated.

Best Regards,
Ron Gidron.
Customer Support Manager - SHUNRA Ltd.
ron.gidron@shunra.com

Also, I have come across the term “SelfService” while browsing the archives and docs, I am looking for a way to > allow the users to view theirs open tickets (restricted view obviously) through the web, comment on them through > the web etc…

A “privileged” user can go to http://servername/SelfService to see what non-privileged users see.

-Ray

Ron Gidron wrote:

Does rt support custom fields? I would like to create a custom field that
holds
the customers “maintenance number”

“keywords” in RT 2.0, “Custom Fields” in 2.1/3.x. Keywords
can only take predefined values; custom fields can be either
predefined selections or freeform inputs.
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

Ron Gidron wrote:

Does rt support custom fields? I would like to create a custom field that
holds
the customers “maintenance number”

“keywords” in RT 2.0, “Custom Fields” in 2.1/3.x. Keywords
can only take predefined values; custom fields can be either
predefined selections or freeform inputs.

With a patch, Refers-To can be nicely corralled into a custom field
in 2.0. I’m doing so to link to our local Bugzilla, with URIs like
"bugzilla:300" for bug 300. The magic of %URI2HTTP (or something like
that) in config.pm converts that to a Bugzilla link, and there is
then goodness and light.

The patch is to remove a couple of assumptions about what makes
for legal URIs. Lemme know if you (the original poster, or, I suppose,
anyone else!) want it and I’ll post it tomorrow when I’m at the
office.

-Rich

Rich Lafferty --------------±----------------------------------------------
Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus!
http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html
rich@lafferty.ca -----------±----------------------------------------------

Hi everyone,

Thanks all for the previous posting. Please, I need assitance regarding creating custom fields. I’ve created it and I need to have email addresses of admin cc’s of a queue populated into it in working on a timed notification. but i really don’t know how to go about this. I’ve created a cronjob. Thanks for any assistance.

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Hi everyone,

Thanks all for the previous posting. Please, I need assitance regarding
creating custom fields. I’ve created it and I need to have email addresses
of admin cc’s of a queue populated into it in working on a timed
notification. but i really don’t know how to go about this. I’ve created a
cronjob. Thanks for any assistance.

This is a Bad Idea™. A custom field is a column of type varchar
(255) (iirc) and can only hold a small amount, where you can have any
number of people on the watch list.

Please explain the problem you’re trying to solve more broadly and we
can probably assist.

Andy Harrison

Hi everyone,

Thanks all for the previous posting. Please, I need assitance regarding
creating custom fields. I’ve created it and I need to have email addresses
of admin cc’s of a queue populated into it in working on a timed
notification. but i really don’t know how to go about this. I’ve created a
cronjob. Thanks for any assistance.

This is a Bad Idea™. A custom field is a column of type varchar
(255) (iirc) and can only hold a small amount, where you can have any
number of people on the watch list.

Without commenting on the problem being worked on, it’s worth mentioning
that you could use a FreeformMultiple CF to include many, many values.
:wink:

Please where does the values for the custom fields come from? I have created the custom field from the web-interface and it is displayed when i want to create a new ticket but with no values. I want the custom field to display these values: east, north and west but i don’t know how to get the values in and also, i want the user to be able to select only one value at a time.
please any form of assitance would be highly appreciated.
Thanks everyone.

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You should create CF with Type “Select one value”. To do this go to
Configuration->CustofFields->new. After you’ve done you’ll see page
where you can add new values to the field. Or you can go to
Configuration->CustomFields->SelectYourFieldFromList-> you’ll page that
allow you to add new values.

Oluwatomisin Ilori wrote:

Dear All,

I’m using RT 3.4.x installed on Fedora Core 3.

I installed RT3 not a long time ago and I would like to customize it so it
can fit for our company’s requirements.

When users nowadays raise a request to our department, they have to fill up
a change request form and at least 3 levels of approval have to be present
on this form before the actual implementation. I tried to imagine how can I
realize using RT and get rid of the papers. My idea is completely based on
the approval-ticket creation process.

The problem is that for different cases there will be different approvers.
Everybody knows his next-level approval. Only the 3rd level approver is one
pre-defined person.

Because of this I added a custom field (single selection field) where all
the possible approvers are listed. When the user creates the ticket (from
the web interface) he should select his 1st level approver.

The queue which holds all requests of this type is named
"Approval-Requests". In this queue I have one template and one scrip.

In the following template how can I assign the value of “Queue” with the
value of the single selection field?

===Create-Ticket: apprreq
Depended-On-By: TOP
Queue: ???
Type: approval
Owner: username-of-owner #note this is so that notifications work properly
Content: Someone has created a ticket which needs approval. Please review
and approve it, so it can be resolved.
ENDOFCONTENT

The scrip which will fire-up the approval-ticket creation:

Description: Create approval
Condition: On Create
Action: Create Tickets
Template: Create Approval
Stage: TransactionCreate

Now things get complicated because when the first level approver checks the
approval-ticket, he should be able do the following things:

  1. Approve/Deny the ticket - this is there by default
  2. Select the 2nd level approver or the 3rd level approver

Any ideas how can this be done? I was thinking all day and I really don’t
see clearly trough the realization of the problem.

Any help would be greatly appreciated.

Thanks,

/Lorand.

We are in the process of adding the use of custom fields to our application.
The issue we are having is that anyone without admin privileges is not
seeing the custom fields when they are creating tickets, we have gone thru a
number of iterations tweaking permissions to get these fields to appear but
are having no success. What are we missing?
View this message in context: http://old.nabble.com/Custom-fields-tp32822127p32822127.html

Zoedog,

Without seeing how you set up your permissions it would be hard to tell
just what is wrong.

When I create a Custom Field, I do NOT grant rights to the CF via
Queue/Group rights. I only grant the right via Group rights while in the
Custom Field pages. If someone needs to see a CF, make sure he is in the
right group and that should do it, as long as they also have rights to see
the Queue and SeeTicket.

Hope this helps.

KennOn Thu, Nov 10, 2011 at 1:37 PM, Zoedog dstrobel@flexstar.com wrote:

We are in the process of adding the use of custom fields to our
application.
The issue we are having is that anyone without admin privileges is not
seeing the custom fields when they are creating tickets, we have gone thru
a
number of iterations tweaking permissions to get these fields to appear but
are having no success. What are we missing?

View this message in context:
http://old.nabble.com/Custom-fields-tp32822127p32822127.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


RT Training Sessions (http://bestpractical.com/services/training.html)

  • Barcelona, Spain November 28 & 29, 2011

Is there a recommended defaut set up that I can use as a model to help us get
to a working point, we like the the system, its learning how to navigate
that becomes an issue.

Thanks

Zoedog wrote:

We are in the process of adding the use of custom fields to our
application. The issue we are having is that anyone without admin
privileges is not seeing the custom fields when they are creating tickets,
we have gone thru a number of iterations tweaking permissions to get these
fields to appear but are having no success. What are we missing?

View this message in context: http://old.nabble.com/Custom-fields-tp32822127p32823818.html

I think it’s hard to recommend a default setup regarding CF’s, it entirely
depends on the situation.

Though it’s a good policy to only set rights regarding to CF’s in the CF
rights page via group rights. Thus, don’t set any rights on the queue for a
group regarding CF’s.

Other then that it’s mostly getting to know the system and evaluate on how
you want to setup the permissions of various components. (making a
permission matrix helps making things clear)

– Bart2011/11/11 Zoedog dstrobel@flexstar.com

Is there a recommended defaut set up that I can use as a model to help us
get
to a working point, we like the the system, its learning how to navigate
that becomes an issue.

Thanks

Zoedog wrote:

We are in the process of adding the use of custom fields to our
application. The issue we are having is that anyone without admin
privileges is not seeing the custom fields when they are creating
tickets,
we have gone thru a number of iterations tweaking permissions to get
these
fields to appear but are having no success. What are we missing?


View this message in context:
http://old.nabble.com/Custom-fields-tp32822127p32823818.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


RT Training Sessions (http://bestpractical.com/services/training.html)

  • Barcelona, Spain November 28 & 29, 2011

Hello,

I’ve created some custom fields for the the ‘ticket creation’ form, and I
would like for certain users to be able to fill in theses custom fields
when creating a new ticket so I have given them the right to see and modify
CF, but also I don’t want them to be able to modify the values for the
custom fields after submitting the ticket;

Please someone tell me how to achieve that.

Thanks in advance.