Need to make CF mandatory at resolve time

folks,

In RT 3.8.x. I have several different queues, each of which have their own work categories as CFs. When a call comes in from a user to the help desk the help desk people select the queue and fill in the mandatory CF.

however, if a user emails in a ticket, there is nothing the enforces the mandatory fields, and I can’t always determine it from the contents of the email.

So, my question is, is there a way to enforce mandatory fields to be filled in at resolve time? The ticket owner is the best one to know which category a ticket belongs in anyways. So, resolve time is really the right time for this selection for us, anyways.

Thanks.
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin@hearstsc.com) immediately by email and delete the original message.

folks,

In RT 3.8.x. I have several different queues, each of which have their own work categories as CFs. When a call comes in from a user to the help desk the help desk people select the queue and fill in the mandatory CF.

however, if a user emails in a ticket, there is nothing the enforces the mandatory fields, and I can’t always determine it from the contents of the email.

So, my question is, is there a way to enforce mandatory fields to be filled in at resolve time? The ticket owner is the best one to know which category a ticket belongs in anyways. So, resolve time is really the right time for this selection for us, anyways.

First you should modify your customfield and set “Validation” to
"Mandatory".

Then you can use
http://wiki.bestpractical.com/view/DisplayCustomFieldsOnTicketUpdatePage
to add CustomField on Resolve page (and other Respond/Comment pages).

But you will have to modify a bit of code in
share/html/Ticket/Update.html (for comment/resolve/respond) and
share/html/Ticket/Modify.html (for Edit basics (change ticket status))
to enforce this check as by default it’s only done in
share/html/Ticket/Create.html.

And if this CF as to be enforced only on resolve, you needs to modify
previous pages and share/html/Ticket/Create.html to avoid enforcing it
on ticket creation …

It is set to mandatory - but, that only affects tickets entered via the web interface, not tickets which come in via email.
And, it also only acts at create time, not at resolve time…

So, I am hoping to have a final check done at resolve time, and not allow the ticket to be resolved unless the required fields are completed.

If I am missing something obvious, please let me know.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Emmanuel Lacour
Sent: Tuesday, January 12, 2010 2:52 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Need to make CF mandatory at resolve time

On Fri, Jan 08, 2010 at 03:24:22PM -0500, Lander, Scott wrote:

folks,

In RT 3.8.x. I have several different queues, each of which have their own work categories as CFs. When a call comes in from a user to the help desk the help desk people select the queue and fill in the mandatory CF.

however, if a user emails in a ticket, there is nothing the enforces the mandatory fields, and I can’t always determine it from the contents of the email.

So, my question is, is there a way to enforce mandatory fields to be filled in at resolve time? The ticket owner is the best one to know which category a ticket belongs in anyways. So, resolve time is really the right time for this selection for us, anyways.

First you should modify your customfield and set “Validation” to
"Mandatory".

Then you can use
http://wiki.bestpractical.com/view/DisplayCustomFieldsOnTicketUpdatePage
to add CustomField on Resolve page (and other Respond/Comment pages).

But you will have to modify a bit of code in
share/html/Ticket/Update.html (for comment/resolve/respond) and
share/html/Ticket/Modify.html (for Edit basics (change ticket status))
to enforce this check as by default it’s only done in
share/html/Ticket/Create.html.

And if this CF as to be enforced only on resolve, you needs to modify
previous pages and share/html/Ticket/Create.html to avoid enforcing it
on ticket creation …
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
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin@hearstsc.com) immediately by email and delete the original message.

It is set to mandatory - but, that only affects tickets entered via the web interface, not tickets which come in via email.
And, it also only acts at create time, not at resolve time…

So, I am hoping to have a final check done at resolve time, and not allow the ticket to be resolved unless the required fields are completed.

Re-read my answer, to do that you will need to modify RT. If you don’t
have perl/Mason knowledge, you should try to find some company that may
help you.

Sorry - my bad. Will go study what you said more closely.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Emmanuel Lacour
Sent: Tuesday, January 12, 2010 9:15 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Need to make CF mandatory at resolve time

On Tue, Jan 12, 2010 at 09:02:52AM -0500, Lander, Scott wrote:

It is set to mandatory - but, that only affects tickets entered via the web interface, not tickets which come in via email.
And, it also only acts at create time, not at resolve time…

So, I am hoping to have a final check done at resolve time, and not allow the ticket to be resolved unless the required fields are completed.

Re-read my answer, to do that you will need to modify RT. If you don’t
have perl/Mason knowledge, you should try to find some company that may
help you.

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
This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin@hearstsc.com) immediately by email and delete the original message.