Making a field mandatory for ticket resolution

RT Users
1

Hi,

My apologies if this belongs on rt-devel.

I am currently using RT 3.6.3 in production and have had a request from
management to force users to update the ‘Time Worked’ field when resolving a
ticket.

I could not spot anywhere in the UI to make a built-in field mandatory so I
guess I need to write a scrip to do this.
My questions are:

  1. Can I do this from the UI?
  2. If not can someone point me in the right direction, I am happy to write a
    scrip that runs OnResolve and checks that there is a value in the timeworked
    field but I am unsure how to warn the user that they have not filled in a
    value (or does RT take care of that for me?)

Thanks in advance

Huw

s2s company email disclaimer : http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf
s2s company registration number : 3952958
s2s VAT registration number : GB763132055
Business premises : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA
Registered address : 29 High Street, Crawley, West Sussex, RH10 1BQ
Place of registration : England

2

My boss wanted the same from me. As a sledgehammer fix, I set it so
that any action taken on a ticket defaults to 10 min by editing
local/html/Ticket/Update.html

I’m sure there would be a way to add something to the UI (i.e. a
javascript snippet) but I’ve been pulled off onto other projects for the
moment.

Huw Selley wrote:

3

It sounds like http://wiki.bestpractical.com/view/MandatorySubject could
be modified to do the checks that Huw is looking for. Unfortunately, my
JavaScript-fu is weak, so I wouldn’t be able to quickly/easily suggest a
way to do the needed modifications, but it sounds like it would be able
to provide a base/starting point.

Jacob Helwig
PC Technician
Busch’s Help Desk
Desk: x35221
Direct: 734-214-8221From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Drew
Barnes
Sent: Tuesday, October 23, 2007 8:30 AM
To: Huw Selley
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Making a field mandatory for ticket resolution.

My boss wanted the same from me. As a sledgehammer fix, I set it so
that any action taken on a ticket defaults to 10 min by editing
local/html/Ticket/Update.html

I’m sure there would be a way to add something to the UI (i.e. a
javascript snippet) but I’ve been pulled off onto other projects for the
moment.

Huw Selley wrote:

Hi,

My apologies if this belongs on rt-devel.

I am currently using RT 3.6.3 in production and have had a request
from
management to force users to update the ‘Time Worked’ field when
resolving a
ticket.

I could not spot anywhere in the UI to make a built-in field mandatory
so I
guess I need to write a scrip to do this.
My questions are:

  1. Can I do this from the UI?
  2. If not can someone point me in the right direction, I am happy to
    write a
    scrip that runs OnResolve and checks that there is a value in the
    timeworked
    field but I am unsure how to warn the user that they have not filled
    in a
    value (or does RT take care of that for me?)

Thanks in advance

Huw

s2s company email disclaimer :
http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf
s2s company registration number : 3952958
s2s VAT registration number : GB763132055
Business premises : Ground Floor, Overline House,
Crawley, West Sussex, RH10 1JA
Registered address : 29 High Street, Crawley, West
Sussex, RH10 1BQ
Place of registration : England

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4

Have a look at MandatorySubject - Request Tracker Wiki . I
just added it today to our RT. It works great for the subject and it
shouldn’t be too hard to add it to other built-in fields like timeworked
too (there’s a short description on the page).

Huw Selley wrote:

5

Have a look at http://wiki.bestpractical.com/view/MandatorySubject . I
just added it today to our RT. It works great for the subject and it
shouldn’t be too hard to add it to other built-in fields like timeworked
too (there’s a short description on the page).

Ahhh I didn’t spot that when I looked earlier, looks like it will do the job
perfectly :slight_smile:

Many thanks.

Huw

s2s company email disclaimer : http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf
s2s company registration number : 3952958
s2s VAT registration number : GB763132055
Business premises : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA
Registered address : 29 High Street, Crawley, West Sussex, RH10 1BQ
Place of registration : England

6

So has anyone modified this to make time worked mandatory? Running RT 3.6.4 and would love to implement this, but like the previous poster, my JavaScript-fu is weak :slight_smile:

Are there plans to make time worked mandatory in other versions (maybe it already is in 3.6.5 or 3.6.6?)

Thanks.From: Jacob Helwig Jacob@buschs.com
To: RT-Users@lists.bestpractical.com
Sent: Tuesday, October 23, 2007 7:41:19 AM
Subject: RE: [rt-users] Making a field mandatory for ticket resolution.

It sounds like http://wiki.bestpractical.com/view/MandatorySubject could
be modified to do the checks that Huw is looking for. Unfortunately, my
JavaScript-fu is weak, so I wouldn’t be able to quickly/easily suggest a
way to do the needed modifications, but it sounds like it would be able
to provide a base/starting point.

Jacob Helwig
PC Technician
Busch’s Help Desk
Desk: x35221
Direct: 734-214-8221

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Drew
Barnes
Sent: Tuesday, October 23, 2007 8:30 AM
To: Huw Selley
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Making a field mandatory for ticket resolution.

My boss wanted the same from me. As a sledgehammer fix, I set it so
that any action taken on a ticket defaults to 10 min by editing
local/html/Ticket/Update.html

I’m sure there would be a way to add something to the UI (i.e. a
javascript snippet) but I’ve been pulled off onto other projects for the
moment.

Huw Selley wrote:

Hi,

My apologies if this belongs on rt-devel.

I am currently using RT 3.6.3 in production and have had a request
from
management to force users to update the ‘Time Worked’ field when
resolving a
ticket.

I could not spot anywhere in the UI to make a built-in field mandatory
so I
guess I need to write a scrip to do this.
My questions are:

  1. Can I do this from the UI?
  2. If not can someone point me in the right direction, I am happy to
    write a
    scrip that runs OnResolve and checks that there is a value in the
    timeworked
    field but I am unsure how to warn the user that they have not filled
    in a
    value (or does RT take care of that for me?)

Thanks in advance

Huw

s2s company email disclaimer :
http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf
s2s company registration number : 3952958
s2s VAT registration number : GB763132055
Business premises : Ground Floor, Overline House,
Crawley, West Sussex, RH10 1JA
Registered address : 29 High Street, Crawley, West
Sussex, RH10 1BQ
Place of registration : England

The rt-users Archives

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we’ll
take
up to 20 percent off the price. This sale won’t last long, so get in
touch today.
Email us at sales@bestpractical.com or call us at +1 617 812 0745.

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we’ll
take
up to 20 percent off the price. This sale won’t last long, so get in
touch today.
Email us at sales@bestpractical.com or call us at +1 617 812 0745.

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we’ll take
up to 20 percent off the price. This sale won’t last long, so get in touch today.
Email us at sales@bestpractical.com or call us at +1 617 812 0745.

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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

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