Mandatory/Required custom field

Hello,

With RT 3.6.4:

I am trying to make a ‘Select one value’ type custom field mandatory.
Selecting the (?#Mandatory). value for Validation does not seem to
work like I was expecting. The user is still able to submit the ticket
and the custom field value is ‘(no value)’.

I tried (?#Mandatory).+ without success.

What am I missing?

Thanks,
Thierry

Hi Thierry,
Did you got any response to this problem? I stepped into the same today…

Torsten

Ham, Thierry,

I think that a mandatory CF for a ticket is not enforced by 

self-service. I think the CF has to be for a ticket transaction. I don’t
use them but that difference may be the problem.

Kenn
LBNLOn 2/1/2008 1:23 AM, Ham MI-ID, Torsten Brumm wrote:

Hi Thierry,
Did you got any response to this problem? I stepped into the same today…

Torsten

K�hne + Nagel (AG & Co.) KG, Gesch�ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers�nlich haftende Gesellschaft: K�hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch�ftsf�hrender Verwaltungsrat: Klaus-Michael K�hne

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Von: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] Im Auftrag
von Thierry Thelliez
Gesendet: Freitag, 7. September 2007 03:44
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] Mandatory/Required custom field

Hello,

With RT 3.6.4:

I am trying to make a ‘Select one value’ type custom field mandatory.
Selecting the (?#Mandatory). value for Validation does not
seem to work like I was expecting. The user is still able to
submit the ticket and the custom field value is ‘(no value)’.

I tried (?#Mandatory).+ without success.

What am I missing?

Thanks,
Thierry


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Hi Thierry, RT Users,
today i played around a lot with the CF Type Select One Value set to
mandatory. The Result lokos as follows:

  1. Ticket created via web ui, you have to select a value if you have the
    rights to modify the CF - Thats OK
  2. Ticket is created via mail. OK, you can reply, you can also close the
    Ticket without select a value for the CF - Thats not mandatory - its bad
  3. Ticket moved from a queue into the queue with the mandatory CF, you can
    work with the ticket like under 2.
  4. Ticket created via mail, you choose a values for the cf - it works, if
    you go and change it back to no values, it gives a error message, that you
    have to select a value - its also ok.

So, from my point of view, it works partially but not 100%.

BPS, any Ideas??? Is this fixed under 3.6.6? Any suggestions form other
Users already using 3.6.6?
Torsten2007/9/7, Thierry Thelliez thierry.thelliez.tech@gmail.com:

Hello,

With RT 3.6.4:

I am trying to make a ‘Select one value’ type custom field mandatory.
Selecting the (?#Mandatory). value for Validation does not seem to
work like I was expecting. The user is still able to submit the ticket
and the custom field value is ‘(no value)’.

I tried (?#Mandatory).+ without success.

What am I missing?

Thanks,
Thierry


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

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

MFG

Torsten Brumm

http://www.torsten-brumm.de

Torsten,

Like I said before, I don't think that "Mandatory" CF's can be enforced 

when creating a ticket via email. You may have to create a “ticket
transaction” CF for that. Have you looked inth that?

Kenn
LBNLOn 2/1/2008 11:19 AM, Torsten Brumm wrote:

Hi Thierry, RT Users,
today i played around a lot with the CF Type Select One Value set to
mandatory. The Result lokos as follows:

  1. Ticket created via web ui, you have to select a value if you have the
    rights to modify the CF - Thats OK
  2. Ticket is created via mail. OK, you can reply, you can also close the
    Ticket without select a value for the CF - Thats not mandatory - its bad
  3. Ticket moved from a queue into the queue with the mandatory CF, you
    can work with the ticket like under 2.
  4. Ticket created via mail, you choose a values for the cf - it works,
    if you go and change it back to no values, it gives a error message,
    that you have to select a value - its also ok.

So, from my point of view, it works partially but not 100%.

BPS, any Ideas??? Is this fixed under 3.6.6? Any suggestions form other
Users already using 3.6.6?
Torsten

2007/9/7, Thierry Thelliez <thierry.thelliez.tech@gmail.com
mailto:thierry.thelliez.tech@gmail.com>:

Hello,

With RT 3.6.4:

I am trying to make a 'Select one value' type custom field mandatory.
Selecting the (?#Mandatory). value for Validation does not seem to
work like I was expecting. The user is still able to submit the ticket
and the custom field value is '(no value)'.

I tried (?#Mandatory).+ without success.

What am I missing?

Thanks,
Thierry
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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


MFG

Torsten Brumm

http://www.torsten-brumm.de



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

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

Hi Kenneth, Thierry, RT Users,
its fine for me, that a ticket created via mail has the mandatory fields not
set, thats correct, what i mean (sorry for my bad english) is, after the
ticket is created, if you reply to it from the web ui, or you resolve the
ticket via the web ui, you can close the ticket without setting the CF.

Torsten2008/2/1, Kenneth Crocker KFCrocker@lbl.gov:

Torsten,

    Like I said before, I don't think that "Mandatory" CF's can be

enforced
when creating a ticket via email. You may have to create a “ticket
transaction” CF for that. Have you looked inth that?

Kenn
LBNL

On 2/1/2008 11:19 AM, Torsten Brumm wrote:

Hi Thierry, RT Users,
today i played around a lot with the CF Type Select One Value set to
mandatory. The Result lokos as follows:

  1. Ticket created via web ui, you have to select a value if you have the
    rights to modify the CF - Thats OK
  2. Ticket is created via mail. OK, you can reply, you can also close the
    Ticket without select a value for the CF - Thats not mandatory - its bad
  3. Ticket moved from a queue into the queue with the mandatory CF, you
    can work with the ticket like under 2.
  4. Ticket created via mail, you choose a values for the cf - it works,
    if you go and change it back to no values, it gives a error message,
    that you have to select a value - its also ok.

So, from my point of view, it works partially but not 100%.

BPS, any Ideas??? Is this fixed under 3.6.6? Any suggestions form other
Users already using 3.6.6?
Torsten

2007/9/7, Thierry Thelliez <thierry.thelliez.tech@gmail.com
mailto:thierry.thelliez.tech@gmail.com>:

Hello,

With RT 3.6.4:

I am trying to make a 'Select one value' type custom field

mandatory.

Selecting the (?#Mandatory). value for Validation does not seem to
work like I was expecting. The user is still able to submit the

ticket

and the custom field value is '(no value)'.

I tried (?#Mandatory).+ without success.

What am I missing?

Thanks,
Thierry
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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


MFG

Torsten Brumm

http://www.torsten-brumm.de



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

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

MFG

Torsten Brumm

http://www.torsten-brumm.de

Torsten,

I believe that the enforcement should happen during a "Modify" episode. 

I do not think that reply/correspondence is a “modify” episode, it
merely adds attachments to the ticket on the DataBase, not modify the
ticket record content. However, resolve probably “should” check to be
sure the CF has data.

Kenn
LBNLOn 2/1/2008 11:29 AM, Torsten Brumm wrote:

Hi Kenneth, Thierry, RT Users,
its fine for me, that a ticket created via mail has the mandatory fields
not set, thats correct, what i mean (sorry for my bad english) is, after
the ticket is created, if you reply to it from the web ui, or you
resolve the ticket via the web ui, you can close the ticket without
setting the CF.

Torsten

2008/2/1, Kenneth Crocker <KFCrocker@lbl.gov mailto:KFCrocker@lbl.gov>:

Torsten,


        Like I said before, I don't think that "Mandatory" CF's can
be enforced
when creating a ticket via email. You may have to create a "ticket
transaction" CF for that. Have you looked inth that?


Kenn
LBNL

On 2/1/2008 11:19 AM, Torsten Brumm wrote:
 > Hi Thierry, RT Users,
 > today i played around a lot with the CF Type Select One Value set to
 > mandatory. The Result lokos as follows:
 >
 > 1. Ticket created via web ui, you have to select a value if you
have the
 > rights to modify the CF - Thats OK
 > 2. Ticket is created via mail. OK, you can reply, you can also
close the
 > Ticket without select a value for the CF - Thats not mandatory -
its bad
 > 3. Ticket moved from a queue into the queue with the mandatory
CF, you
 > can work with the ticket like under 2.
 > 4. Ticket created via mail, you choose a values for the cf - it
works,
 > if you go and change it back to no values, it gives a error message,
 > that you have to select a value - its also ok.
 >
 > So, from my point of view,  it works partially but not 100%.
 >
 > BPS, any Ideas??? Is this fixed under 3.6.6? Any suggestions form
other
 > Users already using 3.6.6?
 > Torsten
 >
 > 2007/9/7, Thierry Thelliez <thierry.thelliez.tech@gmail.com
<mailto:thierry.thelliez.tech@gmail.com>
 > <mailto:thierry.thelliez.tech@gmail.com
<mailto:thierry.thelliez.tech@gmail.com>>>:
 >
 >     Hello,
 >
 >     With RT 3.6.4:
 >
 >     I am trying to make a 'Select one value' type custom field
mandatory.
 >     Selecting the (?#Mandatory). value for Validation does not
seem to
 >     work like I was expecting. The user is still able to submit
the ticket
 >     and the custom field value is '(no value)'.
 >
 >     I tried (?#Mandatory).+ without success.
 >
 >     What am I missing?
 >
 >     Thanks,
 >     Thierry
 >     _______________________________________________
 >     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
 >
 >     Community help: http://wiki.bestpractical.com
 >     Commercial support: sales@bestpractical.com
<mailto:sales@bestpractical.com>
 >     <mailto:sales@bestpractical.com <mailto:sales@bestpractical.com>>
 >
 >
 >     Discover RT's hidden secrets with RT Essentials from O'Reilly
Media.
 >     Buy a copy at http://rtbook.bestpractical.com
 >
 >
 >
 >
 > --
 > MFG
 >
 > Torsten Brumm
 >
 > http://www.torsten-brumm.de
 >
 >
 >
------------------------------------------------------------------------
 >
 > _______________________________________________
 > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
 >
 > Community help: http://wiki.bestpractical.com
 > Commercial support: sales@bestpractical.com
<mailto:sales@bestpractical.com>
 >
 >
 > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 > Buy a copy at http://rtbook.bestpractical.com


MFG

Torsten Brumm

http://www.torsten-brumm.de

Hi Kenneth,

thats true, i forgot i added someting from the wiki, the ability to change
the cf’s during each reply, comment. Without this, a user wouldn’t touch the
cf during this, thats correct.

OK, so last open issue should be the resolve part, here rt must check if the
field is set or not.

lets see what jesse says :wink:

Torsten2008/2/1, Kenneth Crocker KFCrocker@lbl.gov:

Torsten,

    I believe that the enforcement should happen during a "Modify"

episode.
I do not think that reply/correspondence is a “modify” episode, it
merely adds attachments to the ticket on the DataBase, not modify the
ticket record content. However, resolve probably “should” check to be
sure the CF has data.

Kenn
LBNL

On 2/1/2008 11:29 AM, Torsten Brumm wrote:

Hi Kenneth, Thierry, RT Users,
its fine for me, that a ticket created via mail has the mandatory fields
not set, thats correct, what i mean (sorry for my bad english) is, after
the ticket is created, if you reply to it from the web ui, or you
resolve the ticket via the web ui, you can close the ticket without
setting the CF.

Torsten

2008/2/1, Kenneth Crocker <KFCrocker@lbl.gov <mailto:KFCrocker@lbl.gov

:

Torsten,


        Like I said before, I don't think that "Mandatory" CF's can
be enforced
when creating a ticket via email. You may have to create a "ticket
transaction" CF for that. Have you looked inth that?


Kenn
LBNL

On 2/1/2008 11:19 AM, Torsten Brumm wrote:
 > Hi Thierry, RT Users,
 > today i played around a lot with the CF Type Select One Value set

to

 > mandatory. The Result lokos as follows:
 >
 > 1. Ticket created via web ui, you have to select a value if you
have the
 > rights to modify the CF - Thats OK
 > 2. Ticket is created via mail. OK, you can reply, you can also
close the
 > Ticket without select a value for the CF - Thats not mandatory -
its bad
 > 3. Ticket moved from a queue into the queue with the mandatory
CF, you
 > can work with the ticket like under 2.
 > 4. Ticket created via mail, you choose a values for the cf - it
works,
 > if you go and change it back to no values, it gives a error

message,

 > that you have to select a value - its also ok.
 >
 > So, from my point of view,  it works partially but not 100%.
 >
 > BPS, any Ideas??? Is this fixed under 3.6.6? Any suggestions form
other
 > Users already using 3.6.6?
 > Torsten
 >
 > 2007/9/7, Thierry Thelliez <thierry.thelliez.tech@gmail.com
<mailto:thierry.thelliez.tech@gmail.com>
 > <mailto:thierry.thelliez.tech@gmail.com
<mailto:thierry.thelliez.tech@gmail.com>>>:
 >
 >     Hello,
 >
 >     With RT 3.6.4:
 >
 >     I am trying to make a 'Select one value' type custom field
mandatory.
 >     Selecting the (?#Mandatory). value for Validation does not
seem to
 >     work like I was expecting. The user is still able to submit
the ticket
 >     and the custom field value is '(no value)'.
 >
 >     I tried (?#Mandatory).+ without success.
 >
 >     What am I missing?
 >
 >     Thanks,
 >     Thierry
 >     _______________________________________________
 >

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

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

sales@bestpractical.com>>

 >
 >
 >     Discover RT's hidden secrets with RT Essentials from O'Reilly
Media.
 >     Buy a copy at http://rtbook.bestpractical.com
 >
 >
 >
 >
 > --
 > MFG
 >
 > Torsten Brumm
 >
 > http://www.torsten-brumm.de
 >
 >
 >

 >
 > _______________________________________________
 > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
 >
 > Community help: http://wiki.bestpractical.com
 > Commercial support: sales@bestpractical.com
<mailto:sales@bestpractical.com>
 >
 >
 > Discover RT's hidden secrets with RT Essentials from O'Reilly

Media.

 > Buy a copy at http://rtbook.bestpractical.com


MFG

Torsten Brumm

http://www.torsten-brumm.de

MFG

Torsten Brumm

http://www.torsten-brumm.de

Torsten Brumm wrote:

Hi Kenneth,

thats true, i forgot i added someting from the wiki, the ability to
change the cf’s during each reply, comment. Without this, a user
wouldn’t touch the cf during this, thats correct.

OK, so last open issue should be the resolve part, here rt must check if
the field is set or not.

The situation with this is a little confusing, but I still have
unexplainable behaviour with custom field mandating.

Privileged users are not allowed to create a ticket via the web ui
without specifying a value for the mandatory ticket custom fields.

UNprivileged users ARE allowed to create a ticket without
selecting/specifying a value!

I have no idea why!

Any ideas?

I would help by showing my rights matrix, but I cant get RT-RightsMatrix
installed and I can’t get any help installing it :confused:

Kind Regards,

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com