Question about RT CLI custom field / web-interface

We’re planning to build our own webinterface to use when creating
tickets. We need to use custom fields, what I can see RT CLI are not
supporting CF, have I understand this correct?

What’s the best way to do this, create a perl script that make the job
or send the data as mail and let the mail-gate do the job?

// Jens

Jens,
RT-3.5.8 supports CF.

Jens Andersson wrote:

Can you elaborate on this. I can’t seem to figure out how to display my
custom fields via the cli. I am using rt 0.02 which came with rt-3.6.1

Carl

Jens,
RT-3.5.8 supports CF.

Jens Andersson wrote:

We’re planning to build our own webinterface to use when creating
tickets. We need to use custom fields, what I can see RT CLI are not
supporting CF, have I understand this correct?

What’s the best way to do this, create a perl script that make the job
or send the data as mail and let the mail-gate do the job?

// Jens


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

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media at
http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html

Can you elaborate on this. I can’t seem to figure out how to display my
custom fields via the cli. I am using rt 0.02 which came with rt-3.6.1

Carl

Assuming you have a custom field called ‘Training’ associated with
ticket number 45367, you could do the following:

user@host:> rt show -f CF-Training,Subject,Priority ticket/45367
id: ticket/45367
CF-Training: Yes
Priority: 10

The confusing thing about the rt CLI tool in regard to custom fields is
that searching requires a syntax like ‘CF.{Training}’ and showing uses
the ‘CF-Training’ form.

HTH

Joshua Colson jcolson@voidgate.org

Can you elaborate on this. I can’t seem to figure out how to display my
custom fields via the cli. I am using rt 0.02 which came with rt-3.6.1

Carl

Assuming you have a custom field called ‘Training’ associated with
ticket number 45367, you could do the following:

user@host:> rt show -f CF-Training,Subject,Priority ticket/45367
id: ticket/45367
CF-Training: Yes
Subject: Whatever the subject is currently set to
Priority: 10

The confusing thing about the rt CLI tool in regard to custom fields is
that searching requires a syntax like ‘CF.{Training}’ and showing uses
the ‘CF-Training’ form.

HTH

Thanks for the info.

What if I have a custom filed that has a white space in it?

Carl

Can you elaborate on this. I can’t seem to figure out how to display my
custom fields via the cli. I am using rt 0.02 which came with rt-3.6.1

Carl

Assuming you have a custom field called ‘Training’ associated with
ticket number 45367, you could do the following:

user@host:> rt show -f CF-Training,Subject,Priority ticket/45367
id: ticket/45367
CF-Training: Yes
Subject: Whatever the subject is currently set to
Priority: 10

The confusing thing about the rt CLI tool in regard to custom fields is
that searching requires a syntax like ‘CF.{Training}’ and showing uses
the ‘CF-Training’ form.

HTH

I must still be doing something wrong. Here is what I have for custom fields:

Custom Fields for Tickets

* Address: Address
* Billmax_Account_Number:
* City:
* Contact_Phone: Contact Phone Number

Custom Fields for Ticket Transactions

* Inventory_Used: Inventory Used
* Unlisted_Inventory_Used:

And I only have one ticket so far as I am still playing with things.

[cdavis@localhost ~]$ rt show ticket/1 -f CF-Address,CF-City,subject
id: ticket/1
:
:

The custom fields are populated when looking at the ticket on the web interface.

Carl

Can you elaborate on this. I can’t seem to figure out how to display my
custom fields via the cli. I am using rt 0.02 which came with rt-3.6.1

Carl

Assuming you have a custom field called ‘Training’ associated with
ticket number 45367, you could do the following:

user@host:> rt show -f CF-Training,Subject,Priority ticket/45367
id: ticket/45367
CF-Training: Yes
Subject: Whatever the subject is currently set to
Priority: 10

The confusing thing about the rt CLI tool in regard to custom fields is
that searching requires a syntax like ‘CF.{Training}’ and showing uses
the ‘CF-Training’ form.

HTH

I must still be doing something wrong. Here is what I have for custom fields:

Custom Fields for Tickets

* Address: Address
* Billmax_Account_Number:
* City:
* Contact_Phone: Contact Phone Number

Custom Fields for Ticket Transactions

* Inventory_Used: Inventory Used
* Unlisted_Inventory_Used:

And I only have one ticket so far as I am still playing with things.

[cdavis@localhost ~]$ rt show ticket/1 -f CF-Address,CF-City,subject
id: ticket/1
:
:

The custom fields are populated when looking at the ticket on the web interface.

Carl

Can you elaborate on this. I can’t seem to figure out how to display my
custom fields via the cli. I am using rt 0.02 which came with rt-3.6.1

Carl

Assuming you have a custom field called ‘Training’ associated with
ticket number 45367, you could do the following:

user@host:> rt show -f CF-Training,Subject,Priority ticket/45367
id: ticket/45367
CF-Training: Yes
Subject: Whatever the subject is currently set to
Priority: 10

I’m not certain why that isn’t working. The equivalent query on my
system works. Have you modified the code base at all?

Thanks for the info.

What if I have a custom filed that has a white space in it?

I’m not certain what you would have to do, but one thing I’m pretty sure
of is that you’ll need to modify the CustomField modules to accept white
space in the name (and then escape/quote the white space in your shell).

HTH

Joshua Colson jcolson@voidgate.org

Can you elaborate on this. I can’t seem to figure out how to display my
custom fields via the cli. I am using rt 0.02 which came with rt-3.6.1

Carl

Assuming you have a custom field called ‘Training’ associated with
ticket number 45367, you could do the following:

user@host:> rt show -f CF-Training,Subject,Priority ticket/45367
id: ticket/45367
CF-Training: Yes
Subject: Whatever the subject is currently set to
Priority: 10

I’m not certain why that isn’t working. The equivalent query on my
system works. Have you modified the code base at all?

No I haven’t touched anything, I wouldn’t even know how if I wanted to.