Custum Fields in Incident queue

Hi RT-IR teams,

we are currently evaluating RT-IR to fit our work flow management in
place. To do so, we need to apply “Custom Fields” to some queues. While
this worked well for “Incident Reports”, I am not able to access the
custom fields in the queue “Incidents”. I can search for them, so I know
they are there, but they are neither “Displayed” nor "Edit"able…

How can I display/edit the custom fields of this queue?

BTW: “Investigations” seem to have the same problem…

Best regards,

Rï¿œdiger Riediger

Dr. Ruediger Riediger Sun Microsystems GmbH
NSG - SunCERT Komturstr. 18a
mailto:Ruediger.Riediger@Sun.com D-12099 Berlin
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Hi RT-IR teams,

we are currently evaluating RT-IR to fit our work flow management in
place. To do so, we need to apply “Custom Fields” to some queues. While
this worked well for “Incident Reports”, I am not able to access the
custom fields in the queue “Incidents”. I can search for them, so I know
they are there, but they are neither “Displayed” nor "Edit"able…

How can I display/edit the custom fields of this queue?

Hmm - not yet tested with the incident Q.

BTW: “Investigations” seem to have the same problem…

but it works in the Investigations Q, as in Incident Reports

- Peter

Best regards,

Rüdiger Riediger


Dr. Ruediger Riediger Sun Microsystems GmbH
NSG - SunCERT Komturstr. 18a
mailto:Ruediger.Riediger@Sun.com D-12099 Berlin

NOTICE: This email message is for the sole use of the intended
recipient(s) and may contain confidential and privileged information.
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If you are not the intended recipient, please contact the sender by
reply email and destroy all copies of the original message.

PGP 2048RSA/0x2C5020E9 964C E189 0FF0 8882 2BAB 65E2 6912 1FF2

_______ SWITCH - The Swiss Education and Research Network ______
Peter Haag, Security Engineer, Member of SWITCH CERT
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SWITCH, Limmatquai 138, CH-8001 Zurich, Switzerland
E-mail: peter.haag@switch.ch Web: http://www.switch.ch/

Hi RT-IR teams,

we are currently evaluating RT-IR to fit our work flow management in
place. To do so, we need to apply “Custom Fields” to some queues. While
this worked well for “Incident Reports”, I am not able to access the
custom fields in the queue “Incidents”. I can search for them, so I know
they are there, but they are neither “Displayed” nor "Edit"able…

How can I display/edit the custom fields of this queue?

BTW: “Investigations” seem to have the same problem…

Hi,
I guess this is because Incidents have a lots of customised html
to show the children. Both in RTIR/Incident/Display.html and Edit.html.
They therefore do without showing all custom fields, and call each
one by name.

Doesn’t look too hard to add your own custom fields to this html, for
the fields you wish to display, although the neater would be to display
all the custom fields with a call to ShowCustomFields, although
this may produce duplicates.

Not sure why Investigations has the same problem, looks the same as
Incident Reports from what I can see.

John
JANET-CERT

we are currently evaluating RT-IR to fit our work flow management in
place. To do so, we need to apply “Custom Fields” to some queues. While
this worked well for “Incident Reports”, I am not able to access the
custom fields in the queue “Incidents”. I can search for them, so I know
they are there, but they are neither “Displayed” nor "Edit"able…

How can I display/edit the custom fields of this queue?

BTW: “Investigations” seem to have the same problem…

This sounds like a bug, and I’ll look into getting it resolved for
RTIR 1.0.1.

If you see any problems RTIR, please report them to
rtir-bugs@bestpractical.com, and we’ll look into them.

Linda

Hello Linda,

julien@bestpractical.com wrote:

we are currently evaluating RT-IR to fit our work flow management in
place. To do so, we need to apply “Custom Fields” to some queues. While
this worked well for “Incident Reports”, I am not able to access the
custom fields in the queue “Incidents”. I can search for them, so I know
they are there, but they are neither “Displayed” nor "Edit"able…

How can I display/edit the custom fields of this queue?

BTW: “Investigations” seem to have the same problem…

This sounds like a bug, and I’ll look into getting it resolved for
RTIR 1.0.1.

Thanks, will do!

Best regards,

Ruediger Riediger

Dr. Ruediger Riediger Sun Microsystems GmbH
NSG - SunCERT Komturstr. 18a
mailto:Ruediger.Riediger@Sun.com D-12099 Berlin
NOTICE: This email message is for the sole use of the intended
recipient(s) and may contain confidential and privileged information.
Any unauthorized review, use, disclosure or distribution is prohibited.
If you are not the intended recipient, please contact the sender by
reply email and destroy all copies of the original message.
PGP 2048RSA/0x2C5020E9 964C E189 0FF0 8882 2BAB 65E2 6912 1FF2