Query Builder - Custom Fields

RT Users
1

After my last post, and a response, I have setup a few custom fields to
use. However I’m unable to see them in the Query Builder so that I can
search on them.

I have attached the custom fields to Ticket Transactions, applied them
to all objects and I have create a ticket update and entered data into
the fields. However, I simply can’t see how to search on them.

A Google revealed that if I simply added a queue with tickets that the
field was in they would appear in the list … well, they don’t as most
of you won’t be surprised to know.

I have noticed in the wiki that there are a few bits of code for
allowing searches with custom fields to be used, but they are all for
older version of RT. I am using 3.8.8.

Any pointers appreciated.

Kind regards,

Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

Blue Ivy Limited is a limited company registered in Scotland.
Registered company number: SC 221649.
Registered VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD

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{Blue Ivy Ltd - ICT For Small Businesses}

2

Paul,

In Query Builder, Custom Fields are not available until you have selected a
Queue. Remember, Custom Fields are applied to Queues, soooooo until you tell
RT what Queue(s) you want to select from, it won’t know what CF’s to offer.

Kenn
LBNLOn Mon, Aug 2, 2010 at 2:29 PM, Paul Broadwith <paul.broadwith@blueivy.co.uk wrote:

After my last post, and a response, I have setup a few custom fields to
use. However I’m unable to see them in the Query Builder so that I can
search on them.

I have attached the custom fields to Ticket Transactions, applied them
to all objects and I have create a ticket update and entered data into
the fields. However, I simply can’t see how to search on them.

A Google revealed that if I simply added a queue with tickets that the
field was in they would appear in the list … well, they don’t as most
of you won’t be surprised to know.

I have noticed in the wiki that there are a few bits of code for
allowing searches with custom fields to be used, but they are all for
older version of RT. I am using 3.8.8.

Any pointers appreciated.

Kind regards,

Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

Blue Ivy Limited is a limited company registered in Scotland.
Registered company number: SC 221649.
Registered VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD

This email and its attachments may be confidential and are intended solely
for the use of the individual to whom it is addressed. Any views or opinions
expressed are solely those of the author and do not necessarily represent
those of ?Blue Ivy Ltd?.

If you are not the intended recipient of this email and its attachments,
you must take no action based upon them, nor must you copy or show them to
anyone.

Please contact the sender if you believe you have received this email in
error.

{Blue Ivy Ltd - ICT For Small Businesses}

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

3

Kenn,

I think I’m further forward.

I have three CF’s - one attached to Tickets and 2 attached to Ticket
Transactions.

When I go into Query Builder, the CF attached to tickets is shown at the
bottom of the ‘Add Criteria’ list without me doing anything. However, I
can’t see the CF’s attached to Ticket Transactions. How do I get them to
show?

When you also say ‘selected a queue’ - do you mean, select Queue
‘QUEUE NAME’ and THEN they appear or do I have to click the ‘Add these
terms’ button and THEN they appear? Or have I missed something?

Kind regards,

Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

Tel.: 0845 862 0292

Web: http://www.blueivy.co.ukFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 03 August 2010 16:26
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Query Builder - Custom Fields

Paul,

In Query Builder, Custom Fields are not available until you have
selected a Queue. Remember, Custom Fields are applied to Queues, soooooo
until you tell RT what Queue(s) you want to select from, it won’t know
what CF’s to offer.

Kenn
LBNL

4

Paul,

You have to “click” either of the “add these items” options. That will
then tell Query Builder what Queues you are using and it will then find the
CF’s that are applied to the Queue(s) you listed.

I don’t use Transaction Custom Fields so I’m not much use for advise there.
Sorry.

Hope this helps.

Kenn
LBNLOn Tue, Aug 3, 2010 at 9:51 AM, Paul Broadwith <paul.broadwith@blueivy.co.uk wrote:

Kenn,

I think I’m further forward.

I have three CF’s – one attached to Tickets and 2 attached to Ticket
Transactions.

When I go into Query Builder, the CF attached to tickets is shown at the
bottom of the ‘Add Criteria’ list without me doing anything. However, I
can’t see the CF’s attached to Ticket Transactions. How do I get them to
show?

When you also say ‘selected a queue’ – do you mean, select Queue
‘QUEUE NAME’ and THEN they appear or do I have to click the ‘Add these
terms’ button and THEN they appear? Or have I missed something?

Kind regards,

Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

[image: Description: blueivy_logo_emailsig.jpg]

Tel.: 0845 862 0292

Web: http://www.blueivy.co.uk

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
Sent: 03 August 2010 16:26
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Query Builder - Custom Fields

Paul,

In Query Builder, Custom Fields are not available until you have selected a
Queue. Remember, Custom Fields are applied to Queues, soooooo until you tell
RT what Queue(s) you want to select from, it won’t know what CF’s to offer.

Kenn
LBNL

On Mon, Aug 2, 2010 at 2:29 PM, Paul Broadwith < paul.broadwith@blueivy.co.uk> wrote:

After my last post, and a response, I have setup a few custom fields to
use. However I’m unable to see them in the Query Builder so that I can
search on them.

I have attached the custom fields to Ticket Transactions, applied them
to all objects and I have create a ticket update and entered data into
the fields. However, I simply can’t see how to search on them.

A Google revealed that if I simply added a queue with tickets that the
field was in they would appear in the list … well, they don’t as most
of you won’t be surprised to know.

I have noticed in the wiki that there are a few bits of code for
allowing searches with custom fields to be used, but they are all for
older version of RT. I am using 3.8.8.

Any pointers appreciated.

Kind regards,

Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

Blue Ivy Limited is a limited company registered in Scotland.
Registered company number: SC 221649.
Registered VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD

This email and its attachments may be confidential and are intended solely
for the use of the individual to whom it is addressed. Any views or opinions
expressed are solely those of the author and do not necessarily represent
those of ?Blue Ivy Ltd?.

If you are not the intended recipient of this email and its attachments,
you must take no action based upon them, nor must you copy or show them to
anyone.

Please contact the sender if you believe you have received this email in
error.

{Blue Ivy Ltd - ICT For Small Businesses}

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

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

5

Kenn,

Thanks for that. Unfortunately they are not showing up so I assume (or
does that make an ass … etc) it doesn’t work the same for CF’s
attached to Ticket Transactions. The one that is attached to Tickets is
showing up though.

Does anybody use these type of CF’s and get them to work in Query
Builder (or do I need to use another method to search these).

Kind regards,

Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

Tel.: 0845 862 0292

Web: http://www.blueivy.co.ukFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 03 August 2010 18:21
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Query Builder - Custom Fields

Paul,

You have to “click” either of the “add these items” options. That will
then tell Query Builder what Queues you are using and it will then find
the CF’s that are applied to the Queue(s) you listed.

I don’t use Transaction Custom Fields so I’m not much use for advise
there. Sorry.

Hope this helps.

Kenn
LBNL

6

You can only search for tickets with the query builder.
So you can only search for ticket customfields and not for transaction
customfields.

-chrisAm 04.08.2010 12:30, schrieb Paul Broadwith:

Kenn,

Thanks for that. Unfortunately they are not showing up so I assume (or
does that make an ass � etc) it doesn�t work the same for CF�s attached
to Ticket Transactions. The one that is attached to Tickets is showing
up though.

Does anybody use these type of CF�s and get them to work in Query
Builder (or do I need to use another method to search these).

7

AHHHHH … (sound of penny dropping). So it does!

Next question then is how do I search for ticket transactions with a
custom field?

Kind regards,

Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

Tel.: 0845 862 0292
Web: http://www.blueivy.co.ukFrom: Christian Loos [mailto:cloos@netcologne.de]
Sent: 04 August 2010 11:59
To: Paul Broadwith
Cc: rt-users@lists.bestpractical.com
Subject: Re: Query Builder - Custom Fields

You can only search for tickets with the query builder.
So you can only search for ticket customfields and not for transaction
customfields.

-chris

8

As far as I know the only way searching for transactions with a
customfield is within the database.

I think the use of transaction customfields is only to do something
within scrips depending an a transaction customfield value.Am 04.08.2010 13:18, schrieb Paul Broadwith:

AHHHHH … (sound of penny dropping). So it does!

Next question then is how do I search for ticket transactions with a
custom field?

9

Paul,

When you were in the page that defines Custom Fields, did you go to Group
Rights and set those?

Kenn
LBNLOn Wed, Aug 4, 2010 at 3:30 AM, Paul Broadwith <paul.broadwith@blueivy.co.uk wrote:

Kenn,

Thanks for that. Unfortunately they are not showing up so I assume (or does
that make an ass … etc) it doesn’t work the same for CF’s attached to Ticket
Transactions. The one that is attached to Tickets is showing up though.

Does anybody use these type of CF’s and get them to work in Query Builder
(or do I need to use another method to search these).

Kind regards,

Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

[image: Description: blueivy_logo_emailsig.jpg]

Tel.: 0845 862 0292

Web: http://www.blueivy.co.uk

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
Sent: 03 August 2010 18:21

To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Query Builder - Custom Fields

Paul,

You have to “click” either of the “add these items” options. That will
then tell Query Builder what Queues you are using and it will then find the
CF’s that are applied to the Queue(s) you listed.

I don’t use Transaction Custom Fields so I’m not much use for advise there.
Sorry.

Hope this helps.

Kenn
LBNL

On Tue, Aug 3, 2010 at 9:51 AM, Paul Broadwith < paul.broadwith@blueivy.co.uk> wrote:

Kenn,

I think I’m further forward.

I have three CF’s – one attached to Tickets and 2 attached to Ticket
Transactions.

When I go into Query Builder, the CF attached to tickets is shown at the
bottom of the ‘Add Criteria’ list without me doing anything. However, I
can’t see the CF’s attached to Ticket Transactions. How do I get them to
show?

When you also say ‘selected a queue’ – do you mean, select Queue
‘QUEUE NAME’ and THEN they appear or do I have to click the ‘Add these
terms’ button and THEN they appear? Or have I missed something?

Kind regards,

Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

Tel.: 0845 862 0292

Web: http://www.blueivy.co.uk

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
Sent: 03 August 2010 16:26
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Query Builder - Custom Fields

Paul,

In Query Builder, Custom Fields are not available until you have selected a
Queue. Remember, Custom Fields are applied to Queues, soooooo until you tell
RT what Queue(s) you want to select from, it won’t know what CF’s to offer.

Kenn
LBNL

On Mon, Aug 2, 2010 at 2:29 PM, Paul Broadwith < paul.broadwith@blueivy.co.uk> wrote:

After my last post, and a response, I have setup a few custom fields to
use. However I’m unable to see them in the Query Builder so that I can
search on them.

I have attached the custom fields to Ticket Transactions, applied them
to all objects and I have create a ticket update and entered data into
the fields. However, I simply can’t see how to search on them.

A Google revealed that if I simply added a queue with tickets that the
field was in they would appear in the list … well, they don’t as most
of you won’t be surprised to know.

I have noticed in the wiki that there are a few bits of code for
allowing searches with custom fields to be used, but they are all for
older version of RT. I am using 3.8.8.

Any pointers appreciated.

Kind regards,

Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

Blue Ivy Limited is a limited company registered in Scotland.
Registered company number: SC 221649.
Registered VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD

This email and its attachments may be confidential and are intended solely
for the use of the individual to whom it is addressed. Any views or opinions
expressed are solely those of the author and do not necessarily represent
those of ?Blue Ivy Ltd?.

If you are not the intended recipient of this email and its attachments,
you must take no action based upon them, nor must you copy or show them to
anyone.

Please contact the sender if you believe you have received this email in
error.

{Blue Ivy Ltd - ICT For Small Businesses}

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

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

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