Showing Custom Field in Queue view


#1

Hi there,

I want to display a custom field in the queue view. Has anyone done this?/can give me some pointers on how best to go about doing this?

Best,
-AL.


#2

Hi there,

I want to display a custom field in the queue view. Has anyone done
this?/can give me some pointers on how best to go about doing this?

I don’t fully understand what you means by “queue view”. But if you talk
about the ticket list in a queue, you can modify the corresponding
search to add the CFs you wan’t to display.


#3

I don’t fully understand what you means by “queue view”.

What you see if you click the name of a queue in “Quick search”

But if you talk about the ticket list in a queue, you can modify the corresponding
search to add the CFs you wan’t to display.

How? :slight_smile:

I see now that I can go to [Queue Name] -> Advanced.

And that there are display elements I can change like:
OwnerName’,
Priority’,

In the second text box. How do I reference my custom field in here?

Also funnily enough this box is coming up contentless for me now, but I do have a window open in which it was populated.

Best,
-AL.


#4

I don’t fully understand what you means by “queue view”.

What you see if you click the name of a queue in “Quick search”

But if you talk about the ticket list in a queue, you can modify the corresponding
search to add the CFs you wan’t to display.

How? :slight_smile:

I see now that I can go to [Queue Name] -> Advanced.

No got to the “Tickets” -> “Edit search” tab, at the bottom you will
find a box “Display columns” which allow you to choose the field
displayed.

And that there are display elements I can change like:
OwnerName’,
Priority’,

‘_CustomField.{cf_name}__’

(replace cf_name par your cf name)


#5

‘_CustomField.{cf_name}__’

Great, got it working, thanks. :slight_smile:

Is there a way I can make this persistent though?

-AL.


#6

Andrew,

Your description of what you want as a "queue-view" makes me think you 

might have an incomplete understanding of how a custom field can be
seen, used, modified. When a Custom Field is created and then "applied"
to a queue, view/use of it can still be manipulated thru rights. I can
create a CF, apply it to a queue and set the rights so that no one
except members of a certain group can see it and/or modify it. It is
there. It is part of every ticket, but no one else will see it, let
alone modify it (including AdminCc’s, owners, etc). So, understanding
that, what is it exactly you want to accomplish with these Custom
Fields? Who do you want to see it and who do you want to modify the
values in a ticket? Hope this helps.

Kenn
LBNLOn 5/28/2008 2:55 AM, Andrew Lewis wrote:

‘_CustomField.{cf_name}__’

Great, got it working, thanks. :slight_smile:

Is there a way I can make this persistent though?

-AL.



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#7

Kenneth,

I just want to display the value of this field for each ticket in the queue when I click on the name of queue under ‘Quick Search’, like I’ve already achieved with your help (thanks), but I don’t want to have to add this field each time (as it is, these changes seem to only be good for a single view).

Best,
-AL.From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Wed 28/05/2008 19:48
To: Andrew Lewis
Cc: Emmanuel Lacour; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Showing Custom Field in Queue view

Andrew,

Your description of what you want as a "queue-view" makes me think you 

might have an incomplete understanding of how a custom field can be
seen, used, modified. When a Custom Field is created and then "applied"
to a queue, view/use of it can still be manipulated thru rights. I can
create a CF, apply it to a queue and set the rights so that no one
except members of a certain group can see it and/or modify it. It is
there. It is part of every ticket, but no one else will see it, let
alone modify it (including AdminCc’s, owners, etc). So, understanding
that, what is it exactly you want to accomplish with these Custom
Fields? Who do you want to see it and who do you want to modify the
values in a ticket? Hope this helps.

Kenn
LBNL


#8

Andrew,

AAAHHH! I see. I thought you were talking about when you were "IN" a 

ticket. You mean the query that shows all the tickets in a queue. You’re
right, any changes are temporary. I wonder if later versions (perhaps
3.8?) will allow each user to save their own version of that query when
they edit it. That would be a nice feature, but could be problematic as
well. Who knows? The newer versions are just getting better and better.
I’d just sit and wait a bit to see what’s coming down the pipe. Sorry I
couldn’t help more.

Kenn
LBNLOn 5/29/2008 5:29 AM, Andrew Lewis wrote:

Kenneth,

I just want to display the value of this field for each ticket in the
queue when I click on the name of queue under ‘Quick Search’, like I’ve
already achieved with your help (thanks), but I don’t want to have to
add this field each time (as it is, these changes seem to only be good
for a single view).

Best,
-AL.

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Wed 28/05/2008 19:48
To: Andrew Lewis
Cc: Emmanuel Lacour; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Showing Custom Field in Queue view

Andrew,

    Your description of what you want as a "queue-view" makes me 

think you
might have an incomplete understanding of how a custom field can be
seen, used, modified. When a Custom Field is created and then "applied"
to a queue, view/use of it can still be manipulated thru rights. I can
create a CF, apply it to a queue and set the rights so that no one
except members of a certain group can see it and/or modify it. It is
there. It is part of every ticket, but no one else will see it, let
alone modify it (including AdminCc’s, owners, etc). So, understanding
that, what is it exactly you want to accomplish with these Custom
Fields? Who do you want to see it and who do you want to modify the
values in a ticket? Hope this helps.

Kenn
LBNL

On 5/28/2008 2:55 AM, Andrew Lewis wrote:

‘_CustomField.{cf_name}__’

Great, got it working, thanks. :slight_smile:

Is there a way I can make this persistent though?

-AL.



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#9

RT has a default search format in the config file. Just modify it.On Wed, May 28, 2008 at 5:55 AM, Andrew Lewis alewis@systemsfusion.com wrote:

‘_CustomField.{cf_name}__’

Great, got it working, thanks. :slight_smile:

Is there a way I can make this persistent though?

-AL.


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#10

Todd,

I want to modify the default status list for the "My Tickets" query 

that comes with RT to include a few new status values that I’ve added.
Where do I find that file? Thanks.

Kenn
LBNLOn 5/29/2008 9:08 AM, Todd Chapman wrote:

RT has a default search format in the config file. Just modify it.

On Wed, May 28, 2008 at 5:55 AM, Andrew Lewis <alewis@systemsfusion.com mailto:alewis@systemsfusion.com> wrote:

 > '_CustomField.{cf_name}__'

Great, got it working, thanks. :)

Is there a way I can make this persistent though?

-AL.


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<mailto:sales@bestpractical.com>


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#11

RT 3.6.1

Additional statuses are created in RT_config.pm
at the section:

@ActiveStatus = qw(new open testing stalled) unless @ActiveStatus;
@InactiveStatus = qw(resolved closed rejected deleted) unless
@InactiveStatus;

  • testing and closed are the additional statuses

To make them appear in the web interface check out the files:
“path_to_RT/html/Elements/” Quicksearch and QueueSummary

When looking inside you’ll see the sections concerning the ticket
status.

Quicksearch:

<& /Elements/QueueSummary,
cache => ‘quick_search_queues’,
queue_filter => sub { $->CurrentUserHasRight(‘ShowTicket’) &&
!exists $unwanted->{$
->Name} },
conditions => [ {cond => “Status = ‘new’”, name => loc (‘new’) },
{cond => “Status = ‘open’”, name => loc (‘open’) },
{cond => “Status = ‘stalled’”, name => loc (‘stalled’) },
{cond => “Status = ‘testing’”, name => loc (‘testing’) }] &>
</&>

QueueSummary:

</tr>
% my $i;
% for my $queue (@queues) {
% $i++;
% my $queue_cond = "Queue = '$queue->{Name}' AND ";
% my $all_q = $queue_cond . "(Status = 'open' OR Status = 'new' OR

Status = ‘stalled’ OR Status = ‘testing’)";


<%$queue->{Name}%>

The part with testing is an additional status to display

Now you have to change RT at a glance.
- Login as RT administrator.
- At the right of the bar just below “RT at a glance” is a link
"Edit".
- Click on it. A new screen appears.
- Click now on “Current search” at the left just below “RT at a
glance”.
- You arrive at “Customize Current Search”.
- Click on: You can also edit the predefined search itself: Search -
Current search.
- You will see now the Query Builder. Add the status to the query
and save it at “RT System’s saved searches”.
It is possible you need to try out this. I had problems getting
it right but suddenly it worked.

Changing the “10 highest priority tickets I own” and “10 newest unowned
tickets” views is similar to the way described here above.

To activate the made changes restart the apache server.
(/etc/init.d/apache2 restart) (Might not be necessary)

These changes are for all queues.

For the closed status no additional changes are made since changing a
ticket to this status will make it invisible anyway.
This status is used with custom scrips to send mail.
In the example below a Global approach is used.

Create first a Global Template:
- Name: StatusChangedToClosed
- Description: Status Changed To Closed
- Content:
RT-Attach-Message: yes

    The status of this ticked has changed to closed.
    Meaning no more action will be taken on this ticket.

    This ticket won't be visible anymore.

    {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

Create then the Global scrip:
- Description: StatusChangedToClosed
- Condition: User Defined
- Action: User Defined
- Template: Global template: StatusChangedToClosed
- Custom condition: return(0) unless (
lc($self->TransactionObj->NewValue) eq “closed” );
- Custom action preparation code:
# Now magically turn myself into a Requestor Notify object…
require RT::Action::Notify; bless($self, ‘RT::Action::Notify’);
$self->{Argument} = ‘Owner, Requestor, Cc, AdminCc’;
$self->Prepare;
return 1;
- Custom action cleanup code: “never needed”

To make them active restart the Apache server (/etc/init.d/apache2
restart) (Might not be necessary)

To compile this mini “How to” several Internet sources have been
consulted,
Emmanuel Lacour pointed me in the direction of changing "RT at a glance"
and others, which I should mention but I can’t retrieve them anymore.

Thank’s to everyone and good luck.