Display custom fields in a ticket

I am a novice at RT. I was given an instance of RT 3.8.4 to upgrade a while ago.
I upgraded it into RT 4.2.10. Seemed to be OK. At least it ran.
Today, months later, I was informed the tickets are not displaying the custom fields that used to be there.
I have confirmed that the field definitions appear to have been copied over.
However, the fields are not showing in the display.

Can someone post stuff for me to check?
I suspect it is something as simple as adding the field to the list of things to show on the display page.
However, I don’t know how to do that.

Any help appreciated.

/jeff

The information contained in this e-mail is for the exclusive use of the
intended recipient(s) and may be confidential, proprietary, and/or
legally privileged. Inadvertent disclosure of this message does not
constitute a waiver of any privilege. If you receive this message in
error, please do not directly or indirectly use, print, copy, forward,
or disclose any part of this message. Please also delete this e-mail
and all copies and notify the sender. Thank you.

For alternate languages please go to http://bayerdisclaimer.bayerweb.com

I am a novice at RT. I was given an instance of RT 3.8.4 to upgrade a
while ago.

I upgraded it into RT 4.2.10. Seemed to be OK. At least it ran.

Today, months later, I was informed the tickets are not displaying the
custom fields that used to be there.

I have confirmed that the field definitions appear to have been copied
over.

However, the fields are not showing in the display.

Can someone post stuff for me to check?

Use the Admin part to check if those CF are still ‘applied to’ your queues.
Another thing: it could be rights related

I suspect it is something as simple as adding the field to the list of
things to show on the display page.

However, I don�t know how to do that.

Its possible some custom code/callbacks did some wonderful things but
without an idea how it looked like and how its looking now its hard to
guess as to why it doesn’t work.
Do you happen to have a file backup of the RT install tree?
That way you can try to find out if any customization has been done.

Regards,

Joop

Joop wrote:>On 22-3-2016 18:56, Jeffrey Pilant wrote:

I am a novice at RT. I was given an instance of RT 3.8.4 to upgrade a
while ago.

I upgraded it into RT 4.2.10. Seemed to be OK. At least it ran.

Today, months later, I was informed the tickets are not displaying the
custom fields that used to be there.

I have confirmed that the field definitions appear to have been copied
over.

However, the fields are not showing in the display.

Can someone post stuff for me to check?

Use the Admin part to check if those CF are still ‘applied to’ your queues.
Another thing: it could be rights related

I suspect it is something as simple as adding the field to the list of
things to show on the display page.

However, I don’t know how to do that.

Its possible some custom code/callbacks did some wonderful things but
without an idea how it looked like and how its looking now its hard to
guess as to why it doesn’t work.
Do you happen to have a file backup of the RT install tree?
That way you can try to find out if any customization has been done.

When I check for the custom fields for the queue, I see no fields listed under selected and no fields listed under unselected.

Just checked my user rights:
My login is a member of the admin group. The admin group has all but:
Modify ticket owner on owned tickets [ReassignTicket]
*Show Articles menu [ShowArticlesMenu]
Show global templates [ShowGlobalTemplates]
Show history of public user properties [ShowUserHistory]
Allow writing Perl code in templates, scrips, etc [ExecuteCode]
Create, modify and delete custom fields values [AdminCustomFieldValues]
The two with asterisks (
), I pick up via other groups. So basically, I have every right I probably need.

Looking at the right of the custom field, it seems to have none.
I think it should have:
View custom fields [SeeCustomField]
But when I check it and save it, nothing changes on the ticket display.

I have a local VM with the old install in working condition, so I have all the files and data.
Not sure where to look.

/jeff

The information contained in this e-mail is for the exclusive use of the
intended recipient(s) and may be confidential, proprietary, and/or
legally privileged. Inadvertent disclosure of this message does not
constitute a waiver of any privilege. If you receive this message in
error, please do not directly or indirectly use, print, copy, forward,
or disclose any part of this message. Please also delete this e-mail
and all copies and notify the sender. Thank you.

For alternate languages please go to http://bayerdisclaimer.bayerweb.com

I have a local VM with the old install in working condition, so I have
all the files and data.

Not sure where to look.

Could you post screenshots of the working display vs the non working one
and post them to some pics sharing site and share the URLs with us?

Joop

Joop wrote:

I have a local VM with the old install in working condition, so I have
all the files and data.

Not sure where to look.

Could you post screenshots of the working display vs the non working one
and post them to some pics sharing site and share the URLs with us?

Since it is html & I wanted to sanitize the data, I copied it to text.
Below are the old and new screens. Just format in a fixed font like
courier, and each line is 87 chars long, in case of wrapping.

The new entry has some additional transactions, since it is live.

/jeff

Old:
|—Ticket metadata-------------------------------------------------------------------|
| |—The Basics----------------| |—Reminders-------------------------------------| |
| | Id: 184 | | New reminder: | |
| | Status: new | | Subject: | |
| | Priority: 0/ | | Owner: | |
| | Queue: XXXXX | | Due: Calendar | |
| |-----------------------------| |-------------------------------------------------| |
| |
| |—Custom Fields-------------| |—Dates-----------------------------------------| |
| | CustomField_01: XXXXX | | Created: Wed Jun 10 13:45:23 2015 | |
| | CustomField_02: XXXXX | | Starts: Not set | |
| | CustomField_03: (no value) | | Started: Not set | |
| | CustomField_04: XXXXX | | Last Contact: Not set | |
| | CustomField_05: XXXXX | | Due: Not set | |
| | CustomField_06: (no value) | | Closed: Not set | |
| | CustomField_07: Unknown | | Updated: Wed Jun 10 13:45:23 2015 by XXXXX | |
| | CustomField_08: (no value) | |-------------------------------------------------| |
| | CustomField_09: (no value) | |
| | CustomField_10: (no value) | |—Links Graph-----------------------------------| |
| | CustomField_11: XXXXX | | Depends on: (Create) | |
| | CustomField_12: (no value) | | Depended on by: (Create) | |
| | CustomField_13: (no value) | | Parents: (Create) | |
| | CustomField_14: Unknown | | Children: (Create) | |
| | CustomField_15: (no value) | | Refers to: (Create) | |
| | CustomField_16: (no value) | | Referred to by: (Create) | |
| | CustomField_17: (no value) | |-------------------------------------------------| |
| | CustomField_18: (no value) | |
| |-----------------------------| |
| |
| |—People--------------------| |
| | Owner: Nobody | |
| | Requestors: XXXXX | |
| | Cc: | |
| | AdminCc: | |
| |-----------------------------| |
|-------------------------------------------------------------------------------------|
|—History---------------------------------------------------------------------------|
| # Wed Jun 10 13:45:23 2015 USERNAME - Ticket created [Reply] [Comment][Forward] |
| Subject: XXXXX |
| ZZZZZZZZZZZZZZZZZZZZZZZ |

# Wed Jun 10 13:45:23 2015 RT_System - Outgoing email recorded [Show]
                    >|< RT 3.8.4 Copyright 1996-2009 Best Practical Solutions, LLC.

New:
|—Ticket metadata-------------------------------------------------------------------|
| |—The Basics----------------| |—Reminders-------------------------------------| |
| | Id: 184 | | New reminder: | |
| | Status: Resolved | | Subject: | |
| | Priority: 0/ | | Owner: | |
| | Queue: XXXXX | | Due: | |
| |-----------------------------| |-------------------------------------------------| |
| |
| |—People--------------------| |—Dates-----------------------------------------| |
| | Owner: XXXXX | | Created: Wed Jun 10 13:45:23 2015 | |
| | Requestors: | | Starts: Not set | |
| | Cc: | | Started: Tue Jul 21 14:33:02 2015 | |
| | AdminCc: | | Last Contact: Not set | |
| |-----------------------------| | Due: Not set | |
| | Closed: Tue Aug 04 14:20:31 2015 | |
| | Updated: Tue Aug 04 14:20:31 2015 by XXXXX | |
| |-------------------------------------------------| |
| |
| |—Links Graph-----------------------------------| |
| | Depends on: (Create) | |
| | Depended on by: (Create) | |
| | Parents: (Create) | |
| | Children: (Create) | |
| | Refers to: (Create) | |
| | Referred to by: (Create) | |
| |-------------------------------------------------| |
|-------------------------------------------------------------------------------------|
|—History---------------------------------------------------------------------------|
| # Wed Jun 10 13:45:23 2015 USERNAME - Ticket created [Reply] [Comment] [Forward] |
| Subject: XXXXX |
| ZZZZZZZZZZZZZZZZZZZZ |
| # Wed Jun 10 13:45:23 2015 The RT System itself - Outgoing email recorded [Show] |
| # Tue Jul 21 14:32:18 2015 XXXXX - Taken |
| # Tue Jul 21 14:33:02 2015 XXXXX - Status changed from ‘new’ to ‘open’ |
| # Tue Aug 04 14:20:31 2015 XXXXX - Comments added [Reply] [Comment] [Forward] |
| Closed per meeting 7/21/2015 |
| # Tue Aug 04 14:20:31 2015 XXXXX - Status changed from ‘open’ to ‘resolved’ |

# Tue Aug 04 14:20:31 2015 The RT System itself - Outgoing email recorded [Show]
                   >|< RT 4.2.10 Copyright 1996-2015 Best Practical Solutions, LLC.

The information contained in this e-mail is for the exclusive use of the
intended recipient(s) and may be confidential, proprietary, and/or
legally privileged. Inadvertent disclosure of this message does not
constitute a waiver of any privilege. If you receive this message in
error, please do not directly or indirectly use, print, copy, forward,
or disclose any part of this message. Please also delete this e-mail
and all copies and notify the sender. Thank you.

For alternate languages please go to http://bayerdisclaimer.bayerweb.com

Joop wrote:

I am a novice at RT. I was given an instance of RT 3.8.4 to upgrade a

while ago.

I upgraded it into RT 4.2.10. Seemed to be OK. At least it ran.

Today, months later, I was informed the tickets are not displaying the

custom fields that used to be there.

I have confirmed that the field definitions appear to have been copied

over.

However, the fields are not showing in the display.

Can someone post stuff for me to check?

Use the Admin part to check if those CF are still ‘applied to’ your queues.

Another thing: it could be rights related

I suspect it is something as simple as adding the field to the list of

things to show on the display page.

However, I don’t know how to do that.

Its possible some custom code/callbacks did some wonderful things but

without an idea how it looked like and how its looking now its hard to

guess as to why it doesn’t work.

Do you happen to have a file backup of the RT install tree?

That way you can try to find out if any customization has been done.

When I check for the custom fields for the queue, I see no fields
listed under selected and no fields listed under unselected.

I just logged into our RT instance to make sure I use the correct terms.
Goto the top menu: Admin/CustomFields/Select
Make sure you have ticket CFs displayed (Only show custom fields for Field)
Select one that is visible in the old system.
Now select ‘Applies to’ from the top right menu
There it should show you whether that CF is globally visible or only for
selected queues and a list of unselected queues.

Another route would be to select Admin/Queues/Select, select the queue
where your CFs aren’t visible anymore and then Select 'Custom Fields’
from the top right menu. That should give you a list of all CFs that are
applicable to that queue.

Just checked my user rights:

My login is a member of the admin group. The admin group has all but:

  Modify ticket owner on owned tickets [ReassignTicket]

  *Show Articles menu [ShowArticlesMenu]

  Show global templates [ShowGlobalTemplates]

  Show history of public user properties [ShowUserHistory]

  *Allow writing Perl code in templates, scrips, etc [ExecuteCode]

  Create, modify and delete custom fields values

[AdminCustomFieldValues]

The two with asterisks (*), I pick up via other groups. So basically,
I have every right I probably need.

Looking at the right of the custom field, it seems to have none.

I think it should have:

  View custom fields [SeeCustomField]

But when I check it and save it, nothing changes on the ticket display.

You could add a new group add yourself to it and give that group all
rights possible. If the CFs show up than its a rights problem, if they
don’t than you have a problem in the database, you can check with
rt-validator.

If you create a new CF does it show up?

Joop

Joop wrote:

I just logged into our RT instance to make sure I use the correct terms.
Goto the top menu: Admin/CustomFields/Select
Make sure you have ticket CFs displayed (Only show custom fields for Field)
Select one that is visible in the old system.
Now select ‘Applies to’ from the top right menu
There it should show you whether that CF is globally visible or only for
selected queues and a list of unselected queues.

Under this menu path, I get:
| Apply Globally
| [ ] check this box to apply this Custom Field to all objects.
| Selected objects
| # Name Description Address Priority DefaultDueIn Lifecycle SubjectTag Status
| 4 XXXXX Queue for XXXXX Issues -/- 0-0 0 default Enabled
| Unselected objects

Another route would be to select Admin/Queues/Select, select the queue
where your CFs aren’t visible anymore and then Select 'Custom Fields’
from the top right menu. That should give you a list of all CFs that are
applicable to that queue.

Under this menu path, I get:
| Selected Custom Fields
| [ ] # Name Added Type Pattern Status Move
| Unselected Custom Fields
| [ ] # Name Added Type Pattern Status

You could add a new group add yourself to it and give that group all
rights possible. If the CFs show up than its a rights problem, if they
don’t than you have a problem in the database, you can check with
rt-validator.

In my last email, I mentioned the few rights I did not have. None looked like they would be controlling this. I will skip creating an uber group for the moment.

Logging in as administrator on the server, then invoking su to run as root, I get:
| InformaticsRT:/opt/rt4/sbin # ./rt-validator -c
| [26637] [Mon Mar 28 17:48:58 2016] [info]: Using internal Perl HTML -> text conversion (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:1818)
| Record #7 in ObjectCustomFieldValues references a nonexistent record in Articles
| ObjectId => ‘1’ => id
|
| Record #3 in Links. Value of Base column most probably is an incorrect link
| Record #245 in Transactions. Value of NewValue column most probably is an incorrect link
| Record #2611 in Transactions. Value of NewValue column most probably is an incorrect link
| Record #4 in Links. Value of Target column most probably is an incorrect link
| Record #5 in Links. Value of Target column most probably is an incorrect link
| Record #3 in Links. Value of Target column most probably is an incorrect link
| Record #4 in Links. Value of Base column most probably is an incorrect link
| Record #5 in Links. Value of Base column most probably is an incorrect link
|
| InformaticsRT:/opt/rt4/sbin #

While there are some minor issues, this does not show the level of errors I would expect from a corrupted DB not showing custom fields.

If you create a new CF does it show up?

I tried creating a new object.
It does not show up.

Joop

I truly appreciate your assistance.

Could this be a customization of the old system? If so, what files would exist to hold the customization? [I know there is an overload mechanism, and maybe some config stuff, but I don’t recall the details.] If I could locate the old file set and look at those files, maybe it will give me an idea to try.

/jeff

The information contained in this e-mail is for the exclusive use of the
intended recipient(s) and may be confidential, proprietary, and/or
legally privileged. Inadvertent disclosure of this message does not
constitute a waiver of any privilege. If you receive this message in
error, please do not directly or indirectly use, print, copy, forward,
or disclose any part of this message. Please also delete this e-mail
and all copies and notify the sender. Thank you.

For alternate languages please go to http://bayerdisclaimer.bayerweb.com

Joop wrote:

I just logged into our RT instance to make sure I use the correct terms.
Goto the top menu: Admin/CustomFields/Select
Make sure you have ticket CFs displayed (Only show custom fields for Field)
Select one that is visible in the old system.
Now select ‘Applies to’ from the top right menu
There it should show you whether that CF is globally visible or only for
selected queues and a list of unselected queues.
Under this menu path, I get:
| Apply Globally
| [ ] check this box to apply this Custom Field to all objects.
| Selected objects
| # Name Description Address Priority DefaultDueIn Lifecycle SubjectTag Status
| 4 XXXXX Queue for XXXXX Issues -/- 0-0 0 default Enabled
| Unselected objects
So there is atleast one CF that should be visible.

Another route would be to select Admin/Queues/Select, select the queue
where your CFs aren’t visible anymore and then Select 'Custom Fields’
from the top right menu. That should give you a list of all CFs that are
applicable to that queue.
Under this menu path, I get:
| Selected Custom Fields
| [ ] # Name Added Type Pattern Status Move
| Unselected Custom Fields
| [ ] # Name Added Type Pattern Status
This should show some fields if I’m correct but doesn’t which if true I
think is odd.

You could add a new group add yourself to it and give that group all
rights possible. If the CFs show up than its a rights problem, if they
don’t than you have a problem in the database, you can check with
rt-validator.
In my last email, I mentioned the few rights I did not have. None looked like they would be controlling this. I will skip creating an uber group for the moment.

Logging in as administrator on the server, then invoking su to run as root, I get:
| InformaticsRT:/opt/rt4/sbin # ./rt-validator -c
| [26637] [Mon Mar 28 17:48:58 2016] [info]: Using internal Perl HTML -> text conversion (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:1818)
| Record #7 in ObjectCustomFieldValues references a nonexistent record in Articles
| ObjectId => ‘1’ => id
|
| Record #3 in Links. Value of Base column most probably is an incorrect link
| Record #245 in Transactions. Value of NewValue column most probably is an incorrect link
| Record #2611 in Transactions. Value of NewValue column most probably is an incorrect link
| Record #4 in Links. Value of Target column most probably is an incorrect link
| Record #5 in Links. Value of Target column most probably is an incorrect link
| Record #3 in Links. Value of Target column most probably is an incorrect link
| Record #4 in Links. Value of Base column most probably is an incorrect link
| Record #5 in Links. Value of Base column most probably is an incorrect link
|
| InformaticsRT:/opt/rt4/sbin #

While there are some minor issues, this does not show the level of errors I would expect from a corrupted DB not showing custom fields.
You could trace the records mentioned back to the various tables in the
database but I agree with you that it shouldn’t be the cause of the
problems you’re having.

If you create a new CF does it show up?
I tried creating a new object.
It does not show up.

Joop
I truly appreciate your assistance.

Could this be a customization of the old system? If so, what files would exist to hold the customization? [I know there is an overload mechanism, and maybe some config stuff, but I don’t recall the details.] If I could locate the old file set and look at those files, maybe it will give me an idea to try.

Possible but it could be hidden or it could be obvious.
If its done well than the customisation should be done in the
/opt/rt4/local/ tree and it would survive updates. Now its probably not
a plugin so you could skip looking at the plugins folder but you never
know. Do you run plugins?
Anything in the ‘lib’ or ‘html’ folder may overrule the same file from
/opt/rt4/{lib|html} and anything in the callback folder can add/overrule
parts or anything using the callback mechanism built into RT
So is anything in it in the old system?
If it isn’t done nicely then things get tricky. Source files can be
altered directly and finding them could involve getting a diff between
whats installed now and how a pristine installed tree looks like.
Looking at modified dates might also be a way to find diffs.

Lets see how far we get this time :slight_smile:

Joop

Joop wrote:

Jeffrey Pilant wrote:

Could this be a customization of the old system? If so, what files would exist
to hold the customization? [I know there is an overload mechanism, and maybe some config stuff, but I don’t recall the details.] If I could locate the old file set
and look at those files, maybe it will give me an idea to try.

Possible but it could be hidden or it could be obvious.
If its done well than the customisation should be done in the
/opt/rt4/local/ tree and it would survive updates. Now its probably not
a plugin so you could skip looking at the plugins folder but you never
know. Do you run plugins?
Anything in the ‘lib’ or ‘html’ folder may overrule the same file from
/opt/rt4/{lib|html} and anything in the callback folder can add/overrule
parts or anything using the callback mechanism built into RT
So is anything in it in the old system?
If it isn’t done nicely then things get tricky. Source files can be
altered directly and finding them could involve getting a diff between
whats installed now and how a pristine installed tree looks like.
Looking at modified dates might also be a way to find diffs.

Lets see how far we get this time :slight_smile:

Joop

I think I have some customized old system files. I don’t have any …/local file
Overrides in the 3.8.4 system. But based on your info, I found the file
Ticket/Elements/ShowSummary
Which looked to be customized (or at least it shows the text “Custom Fields”.

Comparing the two, it is clear that the 4.2.10 version does not have these Fields as part of the file. Below is a DOS diff, showing the differences of between the files. Can you tell me what file(s) I need to create to make a local override in the new system, and what you suggest for the contents? The new system is a clean install, so the files should be default values. Also, what other files do I need to look at for these custom fields? I.e., ticked edit, self-service, others…

Thanks

/jeff

Files:
/usr/share/request-tracker3.8/html/Ticket/Elements/ShowSummary
/opt/rt4/share/html/Ticket/Elements/ShowSummary

Comparing files ShowSummary-3.8.4.txt and SHOWSUMMARY-4.2.10.TXT
***** ShowSummary-3.8.4.txt


<&| /Widgets/TitleBox, title => loc(‘The Basics’),
title_href => RT->Config->Get(‘WebPath’)."/Ticket/Modify.html?id=".$Ticket->Id,
class => ‘ticket-info-basics’ &>
<& /Ticket/Elements/ShowBasics, Ticket => $Ticket &>
</&>
% if ($Ticket->CustomFields->First) {
<&| /Widgets/TitleBox, title => loc(‘Custom Fields’),
title_href => RT->Config->Get(‘WebPath’)."/Ticket/Modify.html?id=".$Ticket->Id,
class => ‘ticket-info-cfs’ &>
<& /Ticket/Elements/ShowCustomFields, Ticket => $Ticket &>
</&>
% }
<&| /Widgets/TitleBox, title => loc(‘People’),
title_href => RT->Config->Get(‘WebPath’)."/Ticket/ModifyPeople.html?id=".$Ticket->Id,
class => ‘ticket-info-people’ &>
<& /Ticket/Elements/ShowPeople, Ticket => $Ticket &>
</&>
<& /Ticket/Elements/ShowAttachments, Ticket => $Ticket, Attachments => $Attachments &>
<& /Ticket/Elements/ShowRequestor, Ticket => $Ticket &>
***** SHOWSUMMARY-4.2.10.TXT % $m->callback( %ARGS, CallbackName => 'LeftColumnTop' ); <&| /Widgets/TitleBox, title => loc('The Basics'), (($can_modify || $can_modify_cf) ? (title_href => RT->Config->Get('WebPath')."/Ticket/Modify.html?id=".$Ticket->Id) : ( )), class => 'ticket-info-basics', &><& /Ticket/Elements/ShowBasics, Ticket => $Ticket &> <& /Elements/ShowCustomFieldCustomGroupings, Object => $Ticket, title_href => ($can_modify || $can_modify_cf) ? RT->Config->Get('WebPath')."/Ticket/Modify.html" : "", &> <&| /Widgets/TitleBox, title => loc('People'), (($can_modify || $can_modify_owner || $can_modify_people) ? (title_href => RT->Config->Get('WebPath')."/Ticket/ModifyPe ople.html?id=".$Ticket->Id) : ()), class => 'ticket-info-people', &><& /Ticket/Elements/ShowPeople, Ticket => $Ticket &> <& /Ticket/Elements/ShowAttachments, Ticket => $Ticket, Attachments => $Attachments &> % $m->callback( %ARGS, CallbackName => 'AfterAttachments' ); <& /Ticket/Elements/ShowRequestor, Ticket => $Ticket &>

***** ShowSummary-3.8.4.txt


% if ( RT->Config->Get(‘EnableReminders’) ) {
***** SHOWSUMMARY-4.2.10.TXT % $m->callback( %ARGS, CallbackName => 'RightColumnTop' ); % if ( RT->Config->Get('EnableReminders') ) {

***** ShowSummary-3.8.4.txt
title_href => RT->Config->Get(‘WebPath’)."/Ticket/Reminders.html?id=".$Ticket->Id,
class => ‘ticket-info-reminders’ &>







<& /Ticket/Elements/Reminders, Ticket => $Ticket, ShowCompleted => 0 &>



</&>
***** SHOWSUMMARY-4.2.10.TXT
title_href => RT->Config->Get(‘WebPath’)."/Ticket/Reminders.html?id=".$Ticket->Id,
class => ‘ticket-info-reminders’,
&>


<& /Ticket/Elements/Reminders, Ticket => $Ticket, ShowCompleted => 0 &>


</&>

***** ShowSummary-3.8.4.txt
<&| /Widgets/TitleBox, title => loc(“Dates”),
title_href => RT->Config->Get(‘WebPath’)."/Ticket/ModifyDates.html?id=".$Ticket->Id,
class => ‘ticket-info-dates’ &>
<& /Ticket/Elements/ShowDates, Ticket => $Ticket &>
</&>
% my (@extra);
***** SHOWSUMMARY-4.2.10.TXT
<&| /Widgets/TitleBox, title => loc(“Dates”),
($can_modify ? (title_href => RT->Config->Get(‘WebPath’)."/Ticket/ModifyDates.html?id=".$Ticket->Id) : ()),
class => ‘ticket-info-dates’,
&><& /Ticket/Elements/ShowDates, Ticket => $Ticket &></&>
% my (@extra);

***** ShowSummary-3.8.4.txt
’Graph’).’’ unless RT->Config->Get(‘DisableGraphViz’);
<&| /Widgets/TitleBox, title => loc(‘Links’),
title_href => RT->Config->Get(‘WebPath’)."/Ticket/ModifyLinks.html?id=".$Ticket->Id,
class => ‘ticket-info-links’, @extra &>
<& /Elements/ShowLinks, Ticket => $Ticket &>
</&>
% $m->callback( %ARGS, CallbackName => ‘RightColumn’ );
***** SHOWSUMMARY-4.2.10.TXT
’Graph’).’’ unless RT->Config->Get(‘DisableGraphViz’);
% $m->callback( %ARGS, CallbackName => ‘LinksExtra’, extra => @extra );
<&| /Widgets/TitleBox, title => loc(‘Links’),
($can_modify ? (title_href => RT->Config->Get(‘WebPath’)."/Ticket/ModifyLinks.html?id=".$Ticket->Id) : ()),
class => ‘ticket-info-links’,
@extra,
&><& /Elements/ShowLinks, Object => $Ticket &></&>
% $m->callback( %ARGS, CallbackName => ‘RightColumn’ );

***** ShowSummary-3.8.4.txt
***** SHOWSUMMARY-4.2.10.TXT
<%INIT>
my $can_modify = $Ticket->CurrentUserHasRight(‘ModifyTicket’);
my $can_modify_cf = $Ticket->CurrentUserHasRight(‘ModifyCustomField’);
my $can_modify_owner = $Ticket->CurrentUserCanSetOwner();
my $can_modify_people = $Ticket->CurrentUserHasRight(‘Watch’)
|| $Ticket->CurrentUserHasRight(‘WatchAsAdminCc’);
</%INIT>

The information contained in this e-mail is for the exclusive use of the
intended recipient(s) and may be confidential, proprietary, and/or
legally privileged. Inadvertent disclosure of this message does not
constitute a waiver of any privilege. If you receive this message in
error, please do not directly or indirectly use, print, copy, forward,
or disclose any part of this message. Please also delete this e-mail
and all copies and notify the sender. Thank you.

For alternate languages please go to http://bayerdisclaimer.bayerweb.com

Joop wrote:

Jeffrey Pilant wrote:

/Could this be a customization of the old system? If so, what files
would exist /

/> > to hold the customization? [I know there is an overload
mechanism, and maybe some /

/> > config stuff, but I don’t recall the details.] If I could locate
the old file set /

/> > and look at those files, maybe it will give me an idea to try./

/ /

Possible but it could be hidden or it could be obvious.

If its done well than the customisation should be done in the

/opt/rt4/local/ tree and it would survive updates. Now its probably not

a plugin so you could skip looking at the plugins folder but you never

know. Do you run plugins?

Anything in the ‘lib’ or ‘html’ folder may overrule the same file from

/opt/rt4/{lib|html} and anything in the callback folder can add/overrule

parts or anything using the callback mechanism built into RT

So is anything in it in the old system?

If it isn’t done nicely then things get tricky. Source files can be

altered directly and finding them could involve getting a diff between

whats installed now and how a pristine installed tree looks like.

Looking at modified dates might also be a way to find diffs.

Lets see how far we get this time :slight_smile:

Joop

I think I have some customized old system files. I don�t have any
…/local file

Overrides in the 3.8.4 system. But based on your info, I found the file

    Ticket/Elements/ShowSummary

Which looked to be customized (or at least it shows the text �Custom
Fields�.

I also run an old RT install (3.8) and that is how the ShowSummary
should look.

Comparing the two, it is clear that the 4.2.10 version does not have
these Fields as part of the file. Below is a DOS diff, showing the
differences of between the files. Can you tell me what file(s) I need
to create to make a local override in the new system, and what you
suggest for the contents? The new system is a clean install, so the
files should be default values. Also, what other files do I need to
look at for these custom fields? I.e., ticked edit, self-service,
others…

In 4.2 BP introduced the concept of CustomFieldGrouping where you can
add CFs to other metadata blocks like Dates or People thats why
ShowSummary is different.
Could it be that the configuration variable todo wiht CF-Grouping has
been modified (incorrectly)??

Joop

Joop wrote:

In 4.2 BP introduced the concept of CustomFieldGrouping where you can

add CFs to other metadata blocks like Dates or People thats why

ShowSummary is different.

Could it be that the configuration variable todo wiht CF-Grouping has

been modified (incorrectly)??

Joop

That probably explains it. Here is the substance of my RT_SiteConfig.pm file:
Set($rtname, ‘XXXXX.COM’);
Set($WebDomain, ‘XXXXX’);
Set(@ReferrerWhitelist, qw(AAA.BBB.CCC.DDD:80 XXXXX:80 xxxxx:80));
Set($WebPath, “/rt”);

We don’t use the email side at all (the server cannot even send mail), only the web side.

Can you give me the CustomFieldGrouping I need? We have CF’s of the following patterns:
LookupType # Name Added Type Pattern Status
Articles # CF XX ZZZZZ Enabled
Articles # CF XX, YY ZZZZZ Enabled
Tickets # CF XX ZZZZZ [WWW] Enabled
Tickets # CF XX ZZZZZ Enabled
Tickets # CF Global ZZZZZ [WWW] Enabled
Tickets # CF Global ZZZZZ Enabled
With a total of 5 article and 20 ticket CFs. Two of the latter are test entries.

The RT_Config.pm suggests something of the form:
Set(%CustomFieldGroupings,
‘RT::Ticket’ => [
‘Grouping Name’ => [‘CF Name’, ‘Another CF’],
‘Another Grouping’ => [‘Some CF’],
‘Dates’ => [‘Shipped date’],
],
‘RT::User’ => [
‘Phones’ => [‘Fax number’],
],
);

If I have to add to a predefined group, I would like to add to “Basics”.

After adding to RT_SiteConfig.pm, I will bounce the web server to verify.

Thanks for your assistance.

/jeff

The information contained in this e-mail is for the exclusive use of the
intended recipient(s) and may be confidential, proprietary, and/or
legally privileged. Inadvertent disclosure of this message does not
constitute a waiver of any privilege. If you receive this message in
error, please do not directly or indirectly use, print, copy, forward,
or disclose any part of this message. Please also delete this e-mail
and all copies and notify the sender. Thank you.

For alternate languages please go to http://bayerdisclaimer.bayerweb.com

Joop wrote:

In 4.2 BP introduced the concept of CustomFieldGrouping where you can
add CFs to other metadata blocks like Dates or People thats why
ShowSummary is different.
Could it be that the configuration variable todo wiht CF-Grouping has
been modified (incorrectly)??

Joop

That probably explains it. Here is the substance of my
RT_SiteConfig.pm file:

Set($rtname, ‘XXXXX.COM’);

Set($WebDomain, ‘XXXXX’);

Set(@ReferrerWhitelist, qw(AAA.BBB.CCC.DDD:80 XXXXX:80 xxxxx:80));

Set($WebPath, “/rt”);

We don�t use the email side at all (the server cannot even send mail),
only the web side.

Can you give me the CustomFieldGrouping I need? We have CF�s of the
following patterns:

LookupType # Name Added Type Pattern Status

Articles # CF XX ZZZZZ Enabled

Articles # CF XX, YY ZZZZZ Enabled

Tickets # CF XX ZZZZZ [WWW] Enabled

Tickets # CF XX ZZZZZ Enabled

Tickets # CF Global ZZZZZ [WWW] Enabled

Tickets # CF Global ZZZZZ Enabled

With a total of 5 article and 20 ticket CFs. Two of the latter are
test entries.

The RT_Config.pm suggests something of the form:

Set(%CustomFieldGroupings,

  'RT::Ticket' => [

      'Grouping Name'     => ['CF Name', 'Another CF'],

      'Another Grouping'  => ['Some CF'],

      'Dates'             => ['Shipped date'],

  ],

  'RT::User' => [

      'Phones' => ['Fax number'],

  ],

);

If I have to add to a predefined group, I would like to add to “Basics”.

After adding to RT_SiteConfig.pm, I will bounce the web server to verify.

Anything that isn’t in RT_SiteConfig.pm has a default that should give
you a working RT.
You didn’t change anything in RT_Config.pm?

I’m at the end of my wits. Can’t think of anything that would cause this
without having access to the systems.

Joop

Joop wrote:

Anything that isn’t in RT_SiteConfig.pm has a default that should give
you a working RT.
You didn’t change anything in RT_Config.pm?

I’m at the end of my wits. Can’t think of anything that would cause this
without having access to the systems.

RT_Config.pm is untouched. While it suggests a value for CustomFieldGrouping in the comments, it does not actually set it.

As you saw, this is a strait up upgrade of a working system. I only customized it enough to add in the ID and web info. It does work, just not with custom fields.

/jeff

The information contained in this e-mail is for the exclusive use of the
intended recipient(s) and may be confidential, proprietary, and/or
legally privileged. Inadvertent disclosure of this message does not
constitute a waiver of any privilege. If you receive this message in
error, please do not directly or indirectly use, print, copy, forward,
or disclose any part of this message. Please also delete this e-mail
and all copies and notify the sender. Thank you.

For alternate languages please go to http://bayerdisclaimer.bayerweb.com

That’s odd.

I added the following to RT_SiteConfig.pm:
Set(%CustomFieldGroupings,
‘RT::Ticket’ => [
‘Custom Fields’ => [‘AAAAA’, ‘BBBBB’,
‘CCCCC’, ‘DDDDD’, ‘EEEEE’,
‘FFFFF’, ‘GGGGG’, ‘HHHHH’,
‘IIIII’, ‘JJJJJ’,
‘KKKKK’, ‘LLLLL’, ‘MMMMM’, ‘NNNNN’,
‘OOOOO’, ‘PPPPP’, ‘QQQQQ’,
‘RRRRR’],
],
);

This gave me the error when logged in on the server to RT:
An internal RT error has occurred. Your administrator can find more details in RT’s log files.
Logging in via an external site failed to do anything.

Not wanting to leave it broken, I edited the RT_SiteConfig.pm and places pound (#) signs in front of the lines above. I then rebooted.

Now it is working.

Huh?

Since it seems to be working now, I am not going to touch it for a while.

/jeff

The information contained in this e-mail is for the exclusive use of the
intended recipient(s) and may be confidential, proprietary, and/or
legally privileged. Inadvertent disclosure of this message does not
constitute a waiver of any privilege. If you receive this message in
error, please do not directly or indirectly use, print, copy, forward,
or disclose any part of this message. Please also delete this e-mail
and all copies and notify the sender. Thank you.

For alternate languages please go to http://bayerdisclaimer.bayerweb.com