SelfService Custom Fields

Erik_Spigle · November 20, 2003, 2:00pm

Hi

We’re fairly close to being set on making RT and RTFM our help-desk / knowledge base solution for IT related issues. There is one possibly trivial but very important (at least for what we’re doing) detail that may hold us back, though.

We want to use RT as our epicenter of tech help with our company (<100 people). We want to have the users to use the SelfService area of RT to file their own tickets and track them, etc. It would GREATLY benefit our needs and efficiency to allow Custom Fields for Queues to be implemented for the SelfService area much in the same way it is for the Privileged area. This way a user can first select the Queue, then depending on the Queue the Create Ticket page is displaced with the relevant Custom Fields. We would run a couple Queues which would thus require some funcionality similar to the privileged area so only the Custom Fields relevant to the Queue are being used.

Now, I did do some list searching and I see that this is obviously not part of the package right now and that it is ‘being looked into possibly.’ I think this was back in September from a mail archive. What is the update on this? I would like to know if and how soon something like this will make it’s way to the SelfService area. If it will not, we may look further to see if some other package allows more flexibility in this realm.

Other than this minor shortcoming, RT seems to be a very solid product. Hopefully we will find ourselves using it soon.

Thanks

Erik Spigle
Desktop Support Technician

Paul_Barmaksezian · February 26, 2004, 3:45pm

I’ve been searching the archives, but can’t seem to find anything on this.
I have tried to modify SelfService/Create.html to allow non-privileged users to submit CustomFields. I can get the fields to show up on the page, but on submit, they do not make it into the ticket. Am I missing something? How can I get CustomFields to work with SelfService?
Eventually, I’d like to create custom Scrips based on these CustomFields …

Paul

Karl_Pietri · February 26, 2004, 4:04pm

SelfService Custom FieldsI had the same problem.

I have tar.gz’ed the whole self service directory of mine that i modified (i dont remember what i did to it all) and i have no idea how to use diff or make patches Let me know if you have any questions.
http://ww2.nvps.net/~karl/SelfService.tar.gz

-Karl Pietri----- Original Message -----
From: Paul Barmaksezian
To: rt-users@lists.bestpractical.com
Sent: Thursday, February 26, 2004 10:45 AM
Subject: [rt-users] SelfService Custom Fields

I’ve been searching the archives, but can’t seem to find anything on this.
I have tried to modify SelfService/Create.html to allow non-privileged users to submit CustomFields. I can get the fields to show up on the page, but on submit, they do not make it into the ticket. Am I missing something? How can I get CustomFields to work with SelfService?

Eventually, I’d like to create custom Scrips based on these CustomFields …

Paul

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Paul_Barmaksezian · February 26, 2004, 5:28pm

Doesn’t seem like this worked (I copied the whole thing to my web/html/SelfService and although it changed the look/feel, it still doesn’t submit the custom fields in the ticket).

One additional note that may help - these custom fields are queue-specific - I have a link that opens a particular queue as a ticket (which brings in the custom fields).

Any other suggestions?

Paul-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Karl Pietri
Sent: Thursday, February 26, 2004 8:04 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SelfService Custom Fields

I had the same problem.

I have tar.gz’ed the whole self service directory of mine that i modified (i dont remember what i did to it all) and i have no idea how to use diff or make patches Let me know if you have any questions.
http://ww2.nvps.net/~karl/SelfService.tar.gz

-Karl Pietri

----- Original Message -----
From: Paul Barmaksezian mailto:Paul.Barmaksezian@Overture.com
To: rt-users@lists.bestpractical.com
Sent: Thursday, February 26, 2004 10:45 AM
Subject: [rt-users] SelfService Custom Fields

I’ve been searching the archives, but can’t seem to find anything on this.
I have tried to modify SelfService/Create.html to allow non-privileged users to submit CustomFields. I can get the fields to show up on the page, but on submit, they do not make it into the ticket. Am I missing something? How can I get CustomFields to work with SelfService?

Eventually, I’d like to create custom Scrips based on these CustomFields …

Paul

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Karl_Pietri · February 26, 2004, 6:48pm

SelfService Custom FieldsThis was for rt 3.0.8 mabey you are using version 2?

-Karl Pietri----- Original Message -----
From: Paul Barmaksezian
To: rt-users@lists.bestpractical.com
Sent: Thursday, February 26, 2004 12:28 PM
Subject: RE: [rt-users] SelfService Custom Fields

Doesn’t seem like this worked (I copied the whole thing to my web/html/SelfService and although it changed the look/feel, it still doesn’t submit the custom fields in the ticket).

One additional note that may help - these custom fields are queue-specific - I have a link that opens a particular queue as a ticket (which brings in the custom fields).

Any other suggestions?

Paul

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Karl Pietri
Sent: Thursday, February 26, 2004 8:04 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SelfService Custom Fields

I had the same problem.

I have tar.gz'ed the whole self service directory of mine that i modified (i dont remember what i did to it all) and i have no idea how to use diff or make patches :-)  Let me know if you have any questions.
http://ww2.nvps.net/~karl/SelfService.tar.gz

-Karl Pietri
  ----- Original Message ----- 
  From: Paul Barmaksezian 
  To: rt-users@lists.bestpractical.com 
  Sent: Thursday, February 26, 2004 10:45 AM
  Subject: [rt-users] SelfService Custom Fields

  I've been searching the archives, but can't seem to find anything on this. 
  I have tried to modify SelfService/Create.html to allow non-privileged users to submit CustomFields. I can get the fields to show up on the page, but on submit, they do not make it into the ticket. Am I missing something? How can I get CustomFields to work with SelfService?

  Eventually, I'd like to create custom Scrips based on these CustomFields ... 

  Paul 

  rt-users mailing list
  rt-users@lists.bestpractical.com
  http://lists.bestpractical.com/mailman/listinfo/rt-users

  Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Paul_Barmaksezian · February 26, 2004, 9:11pm

We’re actually also on 3.0.8. Again, everything else works on the code you sent, but submitting does not put the custom fields into the ticket. Is there anything else I need to change?

Paul-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Karl Pietri
Sent: Thursday, February 26, 2004 10:49 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SelfService Custom Fields

This was for rt 3.0.8 mabey you are using version 2?

-Karl Pietri

----- Original Message -----
From: Paul Barmaksezian mailto:Paul.Barmaksezian@Overture.com
To: rt-users@lists.bestpractical.com
Sent: Thursday, February 26, 2004 12:28 PM
Subject: RE: [rt-users] SelfService Custom Fields

Doesn’t seem like this worked (I copied the whole thing to my web/html/SelfService and although it changed the look/feel, it still doesn’t submit the custom fields in the ticket).

One additional note that may help - these custom fields are queue-specific - I have a link that opens a particular queue as a ticket (which brings in the custom fields).

Any other suggestions?

Paul

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Karl Pietri
Sent: Thursday, February 26, 2004 8:04 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SelfService Custom Fields

I had the same problem.

I have tar.gz’ed the whole self service directory of mine that i modified (i dont remember what i did to it all) and i have no idea how to use diff or make patches Let me know if you have any questions.
http://ww2.nvps.net/~karl/SelfService.tar.gz

-Karl Pietri

----- Original Message -----
From: Paul Barmaksezian mailto:Paul.Barmaksezian@Overture.com
To: rt-users@lists.bestpractical.com
Sent: Thursday, February 26, 2004 10:45 AM
Subject: [rt-users] SelfService Custom Fields

I’ve been searching the archives, but can’t seem to find anything on this.
I have tried to modify SelfService/Create.html to allow non-privileged users to submit CustomFields. I can get the fields to show up on the page, but on submit, they do not make it into the ticket. Am I missing something? How can I get CustomFields to work with SelfService?

Eventually, I’d like to create custom Scrips based on these CustomFields …

Paul

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Patrick_Hurley · February 26, 2004, 9:58pm

I decided to check this out since I’m attempting to do the same thing, and I’m encountering a similar (same?) problem. With Karl’s SelfService, I’m able to select the queue, fill in the custom fields, submit a ticket just fine.

However:

a) Through SelfService the custom fields don’t show up (which isn’t a big deal – add one or two lines to Display.html)

and, more importantly:

b) When I view the ticket as a privileged user, all of the custom fields show “(no value)”.

So, Karl’s SelfService matches where I’m at in my own customization – can select, submit, view, etc. but haven’t been able to actually update the custom field values appropriately. These are, btw, queue-specific custom fields.

ph.From: rt-users-bounces@lists.bestpractical.com on behalf of Paul Barmaksezian
Sent: Thu 2/26/2004 3:11 PM
To: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] SelfService Custom Fields

We’re actually also on 3.0.8. Again, everything else works on the code you sent, but submitting does not put the custom fields into the ticket. Is there anything else I need to change?

Paul

Karl_Pietri · February 27, 2004, 12:59pm

LOL ok i feel dumb i guess i never finished editing them. Ill let you know
when ive finished this.

-Karl Pietri----- Original Message -----
From: “Patrick Hurley” phurley@tacc.utexas.edu
To: rt-users@lists.bestpractical.com
Sent: Thursday, February 26, 2004 4:58 PM
Subject: RE: [rt-users] SelfService Custom Fields

I decided to check this out since I’m attempting to do the same thing, and
I’m encountering a similar (same?) problem. With Karl’s SelfService, I’m
able to select the queue, fill in the custom fields, submit a ticket just
fine.

However:

a) Through SelfService the custom fields don’t show up (which isn’t a big
deal – add one or two lines to Display.html)

and, more importantly:

b) When I view the ticket as a privileged user, all of the custom fields
show “(no value)”.

So, Karl’s SelfService matches where I’m at in my own customization – can
select, submit, view, etc. but haven’t been able to actually update the
custom field values appropriately. These are, btw, queue-specific custom
fields.

ph.

From: rt-users-bounces@lists.bestpractical.com on behalf of Paul
Barmaksezian
Sent: Thu 2/26/2004 3:11 PM
To: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] SelfService Custom Fields

We’re actually also on 3.0.8. Again, everything else works on the code you
sent, but submitting does not put the custom fields into the ticket. Is
there anything else I need to change?

Paul

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Karl Pietri
Sent: Thursday, February 26, 2004 10:49 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SelfService Custom Fields

This was for rt 3.0.8 mabey you are using version 2?

-Karl Pietri

----- Original Message -----
From: Paul Barmaksezian mailto:Paul.Barmaksezian@Overture.com
To: rt-users@lists.bestpractical.com
Sent: Thursday, February 26, 2004 12:28 PM
Subject: RE: [rt-users] SelfService Custom Fields

Doesn’t seem like this worked (I copied the whole thing to my
web/html/SelfService and although it changed the look/feel, it still doesn’t
submit the custom fields in the ticket).

One additional note that may help - these custom fields are queue-specific -
I have a link that opens a particular queue as a ticket (which brings in the
custom fields).

Any other suggestions?

Paul

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Karl Pietri
Sent: Thursday, February 26, 2004 8:04 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SelfService Custom Fields

I had the same problem.

I have tar.gz’ed the whole self service directory of mine that i modified (i
dont remember what i did to it all) and i have no idea how to use diff or
make patches Let me know if you have any questions.
http://ww2.nvps.net/~karl/SelfService.tar.gz

-Karl Pietri

----- Original Message -----
From: Paul Barmaksezian mailto:Paul.Barmaksezian@Overture.com
To: rt-users@lists.bestpractical.com
Sent: Thursday, February 26, 2004 10:45 AM
Subject: [rt-users] SelfService Custom Fields

I’ve been searching the archives, but can’t seem to find anything on this.
I have tried to modify SelfService/Create.html to allow non-privileged users
to submit CustomFields. I can get the fields to show up on the page, but on
submit, they do not make it into the ticket. Am I missing something? How can
I get CustomFields to work with SelfService?

Eventually, I’d like to create custom Scrips based on these CustomFields …

Paul

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Karl_Pietri · February 27, 2004, 2:58pm

Ok heres the problem. In SelfService/Display.html

my ( $id, $Trans, $ErrMsg ) = $Ticket->Create( Queue     =>

$ARGS{Queue},
Requestor =>
@Requestors,
Cc => @Cc,
Subject =>
$ARGS{Subject},
MIMEObj => $MIMEObj );

In the post data there will be fields such as CustomField--value(s)
It needs to be added as args in the $Ticket->Create
CustomField- – a scalar or array of values for the customfield with the
id

Unfortunatly i have no perl skills and wouldnt be able to write a dynamic
solution to this. For now on mine i just added in a line for each of the
custom fields i have. Mabey one of the more perl fluent people on the list
would be willing to bash out a few lines for us?

-Karl Pietri----- Original Message -----
From: “Patrick Hurley” phurley@tacc.utexas.edu
To: rt-users@lists.bestpractical.com
Sent: Thursday, February 26, 2004 4:58 PM
Subject: RE: [rt-users] SelfService Custom Fields

I decided to check this out since I’m attempting to do the same thing, and
I’m encountering a similar (same?) problem. With Karl’s SelfService, I’m
able to select the queue, fill in the custom fields, submit a ticket just
fine.

However:

a) Through SelfService the custom fields don’t show up (which isn’t a big
deal – add one or two lines to Display.html)

and, more importantly:

b) When I view the ticket as a privileged user, all of the custom fields
show “(no value)”.

So, Karl’s SelfService matches where I’m at in my own customization – can
select, submit, view, etc. but haven’t been able to actually update the
custom field values appropriately. These are, btw, queue-specific custom
fields.

ph.

From: rt-users-bounces@lists.bestpractical.com on behalf of Paul
Barmaksezian
Sent: Thu 2/26/2004 3:11 PM
To: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] SelfService Custom Fields

We’re actually also on 3.0.8. Again, everything else works on the code you
sent, but submitting does not put the custom fields into the ticket. Is
there anything else I need to change?

Paul

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Karl Pietri
Sent: Thursday, February 26, 2004 10:49 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SelfService Custom Fields

This was for rt 3.0.8 mabey you are using version 2?

-Karl Pietri

----- Original Message -----
From: Paul Barmaksezian mailto:Paul.Barmaksezian@Overture.com
To: rt-users@lists.bestpractical.com
Sent: Thursday, February 26, 2004 12:28 PM
Subject: RE: [rt-users] SelfService Custom Fields

Doesn’t seem like this worked (I copied the whole thing to my
web/html/SelfService and although it changed the look/feel, it still doesn’t
submit the custom fields in the ticket).

One additional note that may help - these custom fields are queue-specific -
I have a link that opens a particular queue as a ticket (which brings in the
custom fields).

Any other suggestions?

Paul

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Karl Pietri
Sent: Thursday, February 26, 2004 8:04 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SelfService Custom Fields

I had the same problem.

I have tar.gz’ed the whole self service directory of mine that i modified (i
dont remember what i did to it all) and i have no idea how to use diff or
make patches Let me know if you have any questions.
http://ww2.nvps.net/~karl/SelfService.tar.gz

-Karl Pietri

----- Original Message -----
From: Paul Barmaksezian mailto:Paul.Barmaksezian@Overture.com
To: rt-users@lists.bestpractical.com
Sent: Thursday, February 26, 2004 10:45 AM
Subject: [rt-users] SelfService Custom Fields

I’ve been searching the archives, but can’t seem to find anything on this.
I have tried to modify SelfService/Create.html to allow non-privileged users
to submit CustomFields. I can get the fields to show up on the page, but on
submit, they do not make it into the ticket. Am I missing something? How can
I get CustomFields to work with SelfService?

Eventually, I’d like to create custom Scrips based on these CustomFields …

Paul

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Paul_Barmaksezian · February 27, 2004, 3:37pm

can you send an example of the line?

Paul-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Karl
Pietri
Sent: Friday, February 27, 2004 6:58 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SelfService Custom Fields

Ok heres the problem. In SelfService/Display.html

my ( $id, $Trans, $ErrMsg ) = $Ticket->Create( Queue     =>

$ARGS{Queue},
Requestor =>
@Requestors,
Cc => @Cc,
Subject =>
$ARGS{Subject},
MIMEObj => $MIMEObj );

In the post data there will be fields such as CustomField--value(s)
It needs to be added as args in the $Ticket->Create
CustomField- – a scalar or array of values for the customfield with the
id

Unfortunatly i have no perl skills and wouldnt be able to write a dynamic
solution to this. For now on mine i just added in a line for each of the
custom fields i have. Mabey one of the more perl fluent people on the list
would be willing to bash out a few lines for us?

-Karl Pietri
----- Original Message -----
From: “Patrick Hurley” phurley@tacc.utexas.edu
To: rt-users@lists.bestpractical.com
Sent: Thursday, February 26, 2004 4:58 PM
Subject: RE: [rt-users] SelfService Custom Fields

I decided to check this out since I’m attempting to do the same thing, and
I’m encountering a similar (same?) problem. With Karl’s SelfService, I’m
able to select the queue, fill in the custom fields, submit a ticket just
fine.

However:

a) Through SelfService the custom fields don’t show up (which isn’t a big
deal – add one or two lines to Display.html)

and, more importantly:

b) When I view the ticket as a privileged user, all of the custom fields
show “(no value)”.

So, Karl’s SelfService matches where I’m at in my own customization – can
select, submit, view, etc. but haven’t been able to actually update the
custom field values appropriately. These are, btw, queue-specific custom
fields.

ph.

From: rt-users-bounces@lists.bestpractical.com on behalf of Paul
Barmaksezian
Sent: Thu 2/26/2004 3:11 PM
To: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] SelfService Custom Fields

We’re actually also on 3.0.8. Again, everything else works on the code you
sent, but submitting does not put the custom fields into the ticket. Is
there anything else I need to change?

Paul

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Karl Pietri
Sent: Thursday, February 26, 2004 10:49 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SelfService Custom Fields

This was for rt 3.0.8 mabey you are using version 2?

-Karl Pietri

----- Original Message -----
From: Paul Barmaksezian mailto:Paul.Barmaksezian@Overture.com
To: rt-users@lists.bestpractical.com
Sent: Thursday, February 26, 2004 12:28 PM
Subject: RE: [rt-users] SelfService Custom Fields

Doesn’t seem like this worked (I copied the whole thing to my
web/html/SelfService and although it changed the look/feel, it still doesn’t
submit the custom fields in the ticket).

One additional note that may help - these custom fields are queue-specific -
I have a link that opens a particular queue as a ticket (which brings in the
custom fields).

Any other suggestions?

Paul

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Karl Pietri
Sent: Thursday, February 26, 2004 8:04 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SelfService Custom Fields

I had the same problem.

I have tar.gz’ed the whole self service directory of mine that i modified (i
dont remember what i did to it all) and i have no idea how to use diff or
make patches Let me know if you have any questions.
http://ww2.nvps.net/~karl/SelfService.tar.gz

-Karl Pietri

----- Original Message -----
From: Paul Barmaksezian mailto:Paul.Barmaksezian@Overture.com
To: rt-users@lists.bestpractical.com
Sent: Thursday, February 26, 2004 10:45 AM
Subject: [rt-users] SelfService Custom Fields

I’ve been searching the archives, but can’t seem to find anything on this.
I have tried to modify SelfService/Create.html to allow non-privileged users
to submit CustomFields. I can get the fields to show up on the page, but on
submit, they do not make it into the ticket. Am I missing something? How can
I get CustomFields to work with SelfService?

Eventually, I’d like to create custom Scrips based on these CustomFields …

Paul

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Karl_Pietri · February 27, 2004, 5:47pm

my ( $id, $Trans, $ErrMsg ) = $Ticket->Create( Queue =>
$ARGS{Queue},
Requestor =>
@Requestors,
Cc => @Cc,
Subject =>
$ARGS{Subject},
MIMEObj => $MIMEObj,
‘CustomField-1’ =>
$ARGS{‘CustomField-1-Values’},
‘CustomField-2’ =>
$ARGS{‘CustomField-2-Values’},
‘CustomField-4’ =>
$ARGS{‘CustomField-4-Value’},
‘CustomField-5’ =>
$ARGS{‘CustomField-5-Value’});

this is what my new one looks like.
You may notice that some are …-Values and some are …-Value It depends on
what type of field it is. I suggest view source on the modified Create page
(in the browser window) to make sure you get the right ones down.

-Karl Pietri----- Original Message -----
From: “Paul Barmaksezian” Paul.Barmaksezian@Overture.com
To: rt-users@lists.bestpractical.com
Sent: Friday, February 27, 2004 10:37 AM
Subject: RE: [rt-users] SelfService Custom Fields

can you send an example of the line?

Paul

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Karl
Pietri
Sent: Friday, February 27, 2004 6:58 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SelfService Custom Fields

Ok heres the problem. In SelfService/Display.html

my ( $id, $Trans, $ErrMsg ) = $Ticket->Create( Queue     =>

$ARGS{Queue},
Requestor =>
@Requestors,
Cc => @Cc,
Subject =>
$ARGS{Subject},
MIMEObj => $MIMEObj );

In the post data there will be fields such as CustomField--value(s)
It needs to be added as args in the $Ticket->Create
CustomField- – a scalar or array of values for the customfield with the
id

Unfortunatly i have no perl skills and wouldnt be able to write a dynamic
solution to this. For now on mine i just added in a line for each of the
custom fields i have. Mabey one of the more perl fluent people on the list
would be willing to bash out a few lines for us?

-Karl Pietri
----- Original Message -----
From: “Patrick Hurley” phurley@tacc.utexas.edu
To: rt-users@lists.bestpractical.com
Sent: Thursday, February 26, 2004 4:58 PM
Subject: RE: [rt-users] SelfService Custom Fields

I decided to check this out since I’m attempting to do the same thing, and
I’m encountering a similar (same?) problem. With Karl’s SelfService, I’m
able to select the queue, fill in the custom fields, submit a ticket just
fine.

However:

a) Through SelfService the custom fields don’t show up (which isn’t a big
deal – add one or two lines to Display.html)

and, more importantly:

b) When I view the ticket as a privileged user, all of the custom fields
show “(no value)”.

So, Karl’s SelfService matches where I’m at in my own customization – can
select, submit, view, etc. but haven’t been able to actually update the
custom field values appropriately. These are, btw, queue-specific custom
fields.

ph.

From: rt-users-bounces@lists.bestpractical.com on behalf of Paul
Barmaksezian
Sent: Thu 2/26/2004 3:11 PM
To: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] SelfService Custom Fields

We’re actually also on 3.0.8. Again, everything else works on the code you
sent, but submitting does not put the custom fields into the ticket. Is
there anything else I need to change?

Paul

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Karl Pietri
Sent: Thursday, February 26, 2004 10:49 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SelfService Custom Fields

This was for rt 3.0.8 mabey you are using version 2?

-Karl Pietri

----- Original Message -----
From: Paul Barmaksezian mailto:Paul.Barmaksezian@Overture.com
To: rt-users@lists.bestpractical.com
Sent: Thursday, February 26, 2004 12:28 PM
Subject: RE: [rt-users] SelfService Custom Fields

Doesn’t seem like this worked (I copied the whole thing to my
web/html/SelfService and although it changed the look/feel, it still doesn’t
submit the custom fields in the ticket).

One additional note that may help - these custom fields are queue-specific -
I have a link that opens a particular queue as a ticket (which brings in the
custom fields).

Any other suggestions?

Paul

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Karl Pietri
Sent: Thursday, February 26, 2004 8:04 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SelfService Custom Fields

I had the same problem.

I have tar.gz’ed the whole self service directory of mine that i modified (i
dont remember what i did to it all) and i have no idea how to use diff or
make patches Let me know if you have any questions.
http://ww2.nvps.net/~karl/SelfService.tar.gz

-Karl Pietri

----- Original Message -----
From: Paul Barmaksezian mailto:Paul.Barmaksezian@Overture.com
To: rt-users@lists.bestpractical.com
Sent: Thursday, February 26, 2004 10:45 AM
Subject: [rt-users] SelfService Custom Fields

I’ve been searching the archives, but can’t seem to find anything on this.
I have tried to modify SelfService/Create.html to allow non-privileged users
to submit CustomFields. I can get the fields to show up on the page, but on
submit, they do not make it into the ticket. Am I missing something? How can
I get CustomFields to work with SelfService?

Eventually, I’d like to create custom Scrips based on these CustomFields …

Paul

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Ruslan_U_Zakirov · February 27, 2004, 5:56pm

Karl Pietri wrote:

my ( $id, $Trans, $ErrMsg ) = $Ticket->Create( Queue     =>
$ARGS{Queue},
Requestor =>
@Requestors,
Cc => @Cc,
Subject =>
$ARGS{Subject},
MIMEObj => $MIMEObj,
‘CustomField-1’ =>
$ARGS{‘CustomField-1-Values’},
‘CustomField-2’ =>
$ARGS{‘CustomField-2-Values’},
‘CustomField-4’ =>
$ARGS{‘CustomField-4-Value’},
‘CustomField-5’ =>
$ARGS{‘CustomField-5-Value’});
I think it should be something like this:

my ( $id, $Trans, $ErrMsg ) = $Ticket->Create(
Queue => $ARGS{Queue},
Requestor => @Requestors,
Cc => @Cc,
Subject => $ARGS{Subject},
MIMEObj => $MIMEObj,
);
my @cf_results = ProcessTicketCustomFieldUpdates(
TicketObj => $Ticket,
ARGSRef => %ARGS
);

push (@results, @cf_results);

	Good luck. Ruslan.

Ruslan_U_Zakirov · February 27, 2004, 5:59pm

Just for your info.

I saw patch for SelfService which add full CF functionality. Patch was
on this or devel list.

Karl Pietri wrote:

[snip]

Ruslan_U_Zakirov · February 27, 2004, 6:16pm

Ruslan U. Zakirov wrote:

Just for your info.

I saw patch for SelfService which add full CF functionality. Patch was
on this or devel list.
http://lists.fsck.com/pipermail/rt-users/2003-October/017919.html

I think it’s not full patch. User forgot -N arg to diff, but you could
request full ‘diff -Nru’ from sender

Best regards. Ruslan.