Searching on Custom Fields

RT Users
1

Hi all, I looked through the archives as best I could and didn’t see
anything specifically about this issue.

RT 3.8.8

I’ve got a queue with 2 custom fields associated with it (they’re not
global custom fields).

Click on Tickets, then New Search.

Select the queue, and hit Add These Terms, and one of the two custom
fields shows up in the Add Criteria section, but not both.

Smells like a bug. Anyone know if this works right in a later 3.x
release? Or is this happening only to me?

Thanks in advance!

Jason Marshall
IT Manager
Kelman Data Management

2

Hi,

A few screenshots would be helpful to better understand situation and
try to reproduce.On Sat, Feb 18, 2012 at 03:06, Jason Marshall jasonm@kelman.com wrote:

Hi all, I looked through the archives as best I could and didn’t see
anything specifically about this issue.

RT 3.8.8

I’ve got a queue with 2 custom fields associated with it (they’re not global
custom fields).

Click on Tickets, then New Search.

Select the queue, and hit Add These Terms, and one of the two custom fields
shows up in the Add Criteria section, but not both.

Smells like a bug. Anyone know if this works right in a later 3.x release?
Or is this happening only to me?

Thanks in advance!

Jason Marshall
IT Manager
Kelman Data Management

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5 & 6, 2012

Best regards, Ruslan.

3

Can I post those to the list without getting yelled at?

A few screenshots would be helpful to better understand situation and
try to reproduce.

Hi all, I looked through the archives as best I could and didn’t see
anything specifically about this issue.

RT 3.8.8

I’ve got a queue with 2 custom fields associated with it (they’re not global
custom fields).

Click on Tickets, then New Search.

Select the queue, and hit Add These Terms, and one of the two custom fields
shows up in the Add Criteria section, but not both.

Smells like a bug. Anyone know if this works right in a later 3.x release?
Or is this happening only to me?

Thanks in advance!

Jason Marshall
IT Manager
Kelman Data Management

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5 & 6, 2012

–
Best regards, Ruslan.

Jason Marshall
IT Manager
Kelman Data Management
403.294.7557

4

Can I post those to the list without getting yelled at?

As long as they’re small. Otherwise you could host them somewhere and
post a link.

In particular, seeing the Query Builder and the configuration of the
Custom Field in question would be helpful.

-kevin

5

  1. http://scrambling.ca/crap/rt-users_1_list-of-cfs.png shows the list of
    cf’s associated with this queue (Systems).

  2. http://scrambling.ca/crap/rt-users_2_show-two-cfs.png shows a random
    ticket’s CF’s (ticket is in Systems queue).

  3. http://scrambling.ca/crap/rt-users_3_query-builder.png shows the query
    builder after specifying the Queue=‘Systems’. Note that IT Category shows
    up, but Center does not.

  4. http://scrambling.ca/crap/rt-users_4_it-category-config.png IT
    Category config.

  5. http://scrambling.ca/crap/rt-users_5_it-category-appliesto.png IT
    Category applies-to list.

  6. http://scrambling.ca/crap/rt-users_6_center-config.png Center config.

  7. http://scrambling.ca/crap/rt-users_7_center-applies-to.png Center
    applies-to.

Let me know if it would be helpful to see any other stuff! Thanks all!

A few screenshots would be helpful to better understand situation and
try to reproduce.

Hi all, I looked through the archives as best I could and didn’t see
anything specifically about this issue.

RT 3.8.8

I’ve got a queue with 2 custom fields associated with it (they’re not global
custom fields).

Click on Tickets, then New Search.

Select the queue, and hit Add These Terms, and one of the two custom fields
shows up in the Add Criteria section, but not both.

Smells like a bug. Anyone know if this works right in a later 3.x release?
Or is this happening only to me?

Thanks in advance!

Jason Marshall
IT Manager
Kelman Data Management

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5 & 6, 2012

–
Best regards, Ruslan.

Jason Marshall
IT Manager
Kelman Data Management
403.294.7557

6

Hi,

Do you test query builder as root or jasonm?On Tue, Feb 21, 2012 at 20:36, Jason Marshall jasonm@kelman.com wrote:

  1. http://scrambling.ca/crap/rt-users_1_list-of-cfs.png shows the list of
    cf’s associated with this queue (Systems).

  2. http://scrambling.ca/crap/rt-users_2_show-two-cfs.png shows a random
    ticket’s CF’s (ticket is in Systems queue).

  3. http://scrambling.ca/crap/rt-users_3_query-builder.png shows the query
    builder after specifying the Queue=‘Systems’. Note that IT Category shows
    up, but Center does not.

  4. http://scrambling.ca/crap/rt-users_4_it-category-config.png IT Category
    config.

  5. http://scrambling.ca/crap/rt-users_5_it-category-appliesto.png IT
    Category applies-to list.

  6. http://scrambling.ca/crap/rt-users_6_center-config.png Center config.

  7. http://scrambling.ca/crap/rt-users_7_center-applies-to.png Center
    applies-to.

Let me know if it would be helpful to see any other stuff! Thanks all!

A few screenshots would be helpful to better understand situation and
try to reproduce.

On Sat, Feb 18, 2012 at 03:06, Jason Marshall jasonm@kelman.com wrote:

Hi all, I looked through the archives as best I could and didn’t see
anything specifically about this issue.

RT 3.8.8

I’ve got a queue with 2 custom fields associated with it (they’re not
global
custom fields).

Click on Tickets, then New Search.

Select the queue, and hit Add These Terms, and one of the two custom
fields
shows up in the Add Criteria section, but not both.

Smells like a bug. Anyone know if this works right in a later 3.x
release?
Or is this happening only to me?

Thanks in advance!

Jason Marshall
IT Manager
Kelman Data Management

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5 & 6, 2012

–
Best regards, Ruslan.

Jason Marshall
IT Manager
Kelman Data Management
403.294.7557

Best regards, Ruslan.

7

I did all my testing as jasonm and one other non-root user. Shall I try
it as root?

Do you test query builder as root or jasonm?

  1. http://scrambling.ca/crap/rt-users_1_list-of-cfs.png shows the list of
    cf’s associated with this queue (Systems).

  2. http://scrambling.ca/crap/rt-users_2_show-two-cfs.png shows a random
    ticket’s CF’s (ticket is in Systems queue).

  3. http://scrambling.ca/crap/rt-users_3_query-builder.png shows the query
    builder after specifying the Queue=‘Systems’. Note that IT Category shows
    up, but Center does not.

  4. http://scrambling.ca/crap/rt-users_4_it-category-config.png IT Category
    config.

  5. http://scrambling.ca/crap/rt-users_5_it-category-appliesto.png IT
    Category applies-to list.

  6. http://scrambling.ca/crap/rt-users_6_center-config.png Center config.

  7. http://scrambling.ca/crap/rt-users_7_center-applies-to.png Center
    applies-to.

Let me know if it would be helpful to see any other stuff! Thanks all!

A few screenshots would be helpful to better understand situation and
try to reproduce.

Hi all, I looked through the archives as best I could and didn’t see
anything specifically about this issue.

RT 3.8.8

I’ve got a queue with 2 custom fields associated with it (they’re not
global
custom fields).

Click on Tickets, then New Search.

Select the queue, and hit Add These Terms, and one of the two custom
fields
shows up in the Add Criteria section, but not both.

Smells like a bug. Anyone know if this works right in a later 3.x
release?
Or is this happening only to me?

Thanks in advance!

Jason Marshall
IT Manager
Kelman Data Management

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5 & 6, 2012

–
Best regards, Ruslan.

Jason Marshall
IT Manager
Kelman Data Management
403.294.7557

–
Best regards, Ruslan.

Jason Marshall
IT Manager
Kelman Data Management
403.294.7557

8

Hey! It works like it should as root!

Do you test query builder as root or jasonm?

  1. http://scrambling.ca/crap/rt-users_1_list-of-cfs.png shows the list of
    cf’s associated with this queue (Systems).

  2. http://scrambling.ca/crap/rt-users_2_show-two-cfs.png shows a random
    ticket’s CF’s (ticket is in Systems queue).

  3. http://scrambling.ca/crap/rt-users_3_query-builder.png shows the query
    builder after specifying the Queue=‘Systems’. Note that IT Category shows
    up, but Center does not.

  4. http://scrambling.ca/crap/rt-users_4_it-category-config.png IT Category
    config.

  5. http://scrambling.ca/crap/rt-users_5_it-category-appliesto.png IT
    Category applies-to list.

  6. http://scrambling.ca/crap/rt-users_6_center-config.png Center config.

  7. http://scrambling.ca/crap/rt-users_7_center-applies-to.png Center
    applies-to.

Let me know if it would be helpful to see any other stuff! Thanks all!

A few screenshots would be helpful to better understand situation and
try to reproduce.

Hi all, I looked through the archives as best I could and didn’t see
anything specifically about this issue.

RT 3.8.8

I’ve got a queue with 2 custom fields associated with it (they’re not
global
custom fields).

Click on Tickets, then New Search.

Select the queue, and hit Add These Terms, and one of the two custom
fields
shows up in the Add Criteria section, but not both.

Smells like a bug. Anyone know if this works right in a later 3.x
release?
Or is this happening only to me?

Thanks in advance!

Jason Marshall
IT Manager
Kelman Data Management

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5 & 6, 2012

–
Best regards, Ruslan.

Jason Marshall
IT Manager
Kelman Data Management
403.294.7557

–
Best regards, Ruslan.

Jason Marshall
IT Manager
Kelman Data Management
403.294.7557