RT Query not allowing any Custom Field selection

To List,

I’m getting a wierd result when trying to create a search looking for a
certain value in a Custom Field that is applied to a couple Queues.
I check the Queues and add them, no problem. I check the Custom Field and
add it and I am immediately thrown into “Advanced”. Every change I make
after that cannot be applied. I just end up back in the “Advanced” screen.
It acts like there is no such Custom FIeld. I tried “Like” and “is” and no
joy.

I’ve checked the Custom Field and it IS applied to those Queues.
The Values ARE available for “Select One"
I am a SuperUser so I should have rights to it, but I went ahead and added
"AdminCustomField”, “ModifyCustomField” and “SeeCustomField” to the group
I’m in anyway. Still no joy.

When I run an SQL in SQL Navigator against the OBJECTCUSTOMFIELDVALUES Table
with this code:

select *
from OBJECTCUSTOMFIELDVALUES
where CustomField = 50111
and (Content = ‘Ledger’ or Content = ‘Expense’);

I got 12 records. None are disabled.

I’m in 3.8.7 and Queries *without *Custom Fields are working fine.

Has anyone noticed this?

Was it mentioned awhile back and I missed it?

Thanks in advance.

Kenn
LBNL

Hi Ken:

It usually throw you into the Advanced tab when the sql generated is not properly formatted into FromSQL …
Can you share what you get in the advanced Query ? it may also be a problem in the displayed fields listed in Format.

Regards;
RoyFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: 15 October 2010 00:40
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT Query not allowing any Custom Field selection

To List,

I’m getting a wierd result when trying to create a search looking for a certain value in a Custom Field that is applied to a couple Queues.
I check the Queues and add them, no problem. I check the Custom Field and add it and I am immediately thrown into “Advanced”. Every change I make after that cannot be applied. I just end up back in the “Advanced” screen. It acts like there is no such Custom FIeld. I tried “Like” and “is” and no joy.

I’ve checked the Custom Field and it IS applied to those Queues.
The Values ARE available for "Select One"
I am a SuperUser so I should have rights to it, but I went ahead and added “AdminCustomField”, “ModifyCustomField” and “SeeCustomField” to the group I’m in anyway. Still no joy.

When I run an SQL in SQL Navigator against the OBJECTCUSTOMFIELDVALUES Table with this code:

select *
from OBJECTCUSTOMFIELDVALUES
where CustomField = 50111
and (Content = ‘Ledger’ or Content = ‘Expense’);

I got 12 records. None are disabled.

I’m in 3.8.7 and Queries without Custom Fields are working fine.

Has anyone noticed this?

Was it mentioned awhile back and I missed it?

Thanks in advance.

Kenn
LBNL

Raed,

Just keep it up guy, and I’m gonna end up owing you an entire brewery. ;-).

This is what is in “Advance”:

( Queue = ‘DS-BRS’ OR Queue = ‘DS-Development’ ) AND CF.{DS-SubjectArea} =
‘Expense’

and it won’t let me get out of it. If I hit “ShowResults”, it just shows ALL
tickets in those two Queues, regardless of the CF value.

The funny thing is, I checked the DB records and the values are there, the
OBJECTCUSTOMFIELDVALUES records are there (not disabled) for several
tickets, the Tickets show the values in Display, Privileges are correct
for the group I’m in (plus I’m a SuperUser), CF is applied to these Queues
(duh, wouldn’t see them in Display otherwise), etc. All data in the DB seems
quite correct. RT is being VERY STUBBORN about this.

Any ideas?

Kenn
LBNLOn Fri, Oct 15, 2010 at 2:25 AM, Raed El-Hames Raed.El-Hames@vialtus.comwrote:

Hi Ken:

It usually throw you into the Advanced tab when the sql generated is not
properly formatted into FromSQL …

Can you share what you get in the advanced Query ? it may also be a problem
in the displayed fields listed in Format.

Regards;

Roy

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
Sent: 15 October 2010 00:40
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT Query not allowing any Custom Field selection

To List,

I’m getting a wierd result when trying to create a search looking for a
certain value in a Custom Field that is applied to a couple Queues.
I check the Queues and add them, no problem. I check the Custom Field and
add it and I am immediately thrown into “Advanced”. Every change I make
after that cannot be applied. I just end up back in the *“Advanced”*screen. It acts like there is no such Custom FIeld. I tried “Like” and "is"
and no joy.

I’ve checked the Custom Field and it IS applied to those Queues.
The Values ARE available for "Select One"
I am a SuperUser so I should have rights to it, but I went ahead and
added “AdminCustomField”, “ModifyCustomField” and “SeeCustomField” to the
group I’m in anyway. Still no joy.

When I run an SQL in SQL Navigator against the OBJECTCUSTOMFIELDVALUES
Table with this code:

select *
from OBJECTCUSTOMFIELDVALUES
where CustomField = 50111
and (Content = ‘Ledger’ or Content = ‘Expense’);

I got 12 records. None are disabled.

I’m in 3.8.7 and Queries *without *Custom Fields are working fine.

Has anyone noticed this?

Was it mentioned awhile back and I missed it?

Thanks in advance.

Kenn
LBNL

Ken:

Can’t see much wrong , the only thing I noticed CF.{DS-SubjectArea} should be 'CF.{DS-SubjectArea}'
Not sure if it makes any difference
As a first step, I would suggest as you are directed to the Advanced page, add the ’ around the CF name and hit apply, then see what happens and if you can search, if it works, then the next step is finding out why its not adding ’ in the first place.

Regards;
RoyFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: 15 October 2010 17:15
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT Query not allowing any Custom Field selection

Raed,

Just keep it up guy, and I’m gonna end up owing you an entire brewery. ;-).

This is what is in “Advance”:

( Queue = ‘DS-BRS’ OR Queue = ‘DS-Development’ ) AND CF.{DS-SubjectArea} = ‘Expense’

and it won’t let me get out of it. If I hit “ShowResults”, it just shows ALL tickets in those two Queues, regardless of the CF value.

The funny thing is, I checked the DB records and the values are there, the OBJECTCUSTOMFIELDVALUES records are there (not disabled) for several tickets, the Tickets show the values in Display, Privileges are correct for the group I’m in (plus I’m a SuperUser), CF is applied to these Queues (duh, wouldn’t see them in Display otherwise), etc. All data in the DB seems quite correct. RT is being VERY STUBBORN about this.

Any ideas?

Kenn
LBNL

Raed,

That did it. Where did you find that? I don’t remember any instructions on
having to use quotes around a CF name. Did I miss that or did you come by
that info via trail & error?

Now, again, I owe you MORE beer. ;-).

Thanks.

Kenn
LBNLOn Fri, Oct 15, 2010 at 9:44 AM, Raed El-Hames Raed.El-Hames@vialtus.comwrote:

Ken:

Can’t see much wrong , the only thing I noticed CF.{DS-SubjectArea} should
be ‘CF.{DS-SubjectArea}’

Not sure if it makes any difference

As a first step, I would suggest as you are directed to the Advanced page,
add the ‘ around the CF name and hit apply, then see what happens and if you
can search, if it works, then the next step is finding out why its not
adding ‘ in the first place.

Regards;

Roy

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
Sent: 15 October 2010 17:15

To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT Query not allowing any Custom Field selection

Raed,

Just keep it up guy, and I’m gonna end up owing you an entire brewery. ;-).

This is what is in “Advance”:

( Queue = ‘DS-BRS’ OR Queue = ‘DS-Development’ ) AND CF.{DS-SubjectArea} =
‘Expense’

and it won’t let me get out of it. If I hit “ShowResults”, it just shows
ALL tickets in those two Queues, regardless of the CF value.

The funny thing is, I checked the DB records and the values are there, the
OBJECTCUSTOMFIELDVALUES records are there (not disabled) for several
tickets, the Tickets show the values in Display, Privileges are correct
for the group I’m in (plus I’m a SuperUser), CF is applied to these Queues
(duh, wouldn’t see them in Display otherwise), etc. All data in the DB seems
quite correct. RT is being VERY STUBBORN about this.

Any ideas?

Kenn
LBNL

On Fri, Oct 15, 2010 at 2:25 AM, Raed El-Hames Raed.El-Hames@vialtus.com wrote:

Hi Ken:

It usually throw you into the Advanced tab when the sql generated is not
properly formatted into FromSQL …

Can you share what you get in the advanced Query ? it may also be a problem
in the displayed fields listed in Format.

Regards;

Roy

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
Sent: 15 October 2010 00:40
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT Query not allowing any Custom Field selection

To List,

I’m getting a wierd result when trying to create a search looking for a
certain value in a Custom Field that is applied to a couple Queues.
I check the Queues and add them, no problem. I check the Custom Field and
add it and I am immediately thrown into “Advanced”. Every change I make
after that cannot be applied. I just end up back in the *“Advanced”*screen. It acts like there is no such Custom FIeld. I tried “Like” and "is"
and no joy.

I’ve checked the Custom Field and it IS applied to those Queues.
The Values ARE available for "Select One"
I am a SuperUser so I should have rights to it, but I went ahead and
added “AdminCustomField”, “ModifyCustomField” and “SeeCustomField” to the
group I’m in anyway. Still no joy.

When I run an SQL in SQL Navigator against the OBJECTCUSTOMFIELDVALUES
Table with this code:

select *
from OBJECTCUSTOMFIELDVALUES
where CustomField = 50111
and (Content = ‘Ledger’ or Content = ‘Expense’);

I got 12 records. None are disabled.

I’m in 3.8.7 and Queries *without *Custom Fields are working fine.

Has anyone noticed this?

Was it mentioned awhile back and I missed it?

Thanks in advance.

Kenn
LBNL

Ø Where did you find that? I don’t remember any instructions on having to use quotes around a CF name. Did I miss that or did you come by that info via trail & error?

Working with RT for 8 years, you come across all sorts :¬)
RoyFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: 15 October 2010 20:59
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT Query not allowing any Custom Field selection

Raed,

That did it. Where did you find that? I don’t remember any instructions on having to use quotes around a CF name. Did I miss that or did you come by that info via trail & error?

Now, again, I owe you MORE beer. ;-).

Thanks.

Kenn
LBNL