[rt-users] can't update custom fields and ticket comments at the same time.

[Khai Lam]

Hi Kenn,

I wasn't able to find what I needed from RT Essentials book, but I  
did ultimately find the solution.  So I thought I'd reply for the  
mailing list's sake.

The answer lies in here:
http://wiki.bestpractical.com/view/EditCustomFieldsOnUpdate

Apparently there was a change in how Display.html worked from 3.6.0  
onwards and a "slight error" in the ProcessObjectCustomFieldUpdates  
function.  As I was upgrading from 3.2 to 3.6, I needed to update the  
following CallBack and html code:
rt//local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay
rt/share/html/Ticket/Display.html

... see above link for the details of the necessary changes.

Applying the patches and restarting apache fixed my problem with  
being unable to make my customfield changes "stick".

Thanks!
-Khai


On Jun 22, 2007, at 11:17 AM, Khai Lam wrote:

> Hi Kenn,
>
> Sorry, but I should have clarified what I meant by "upgrade  
> scripts".  I meant running the /opt/rt3/sbin/rt-setup-database  
> script against the directories in etc/upgrade (per the upgrade  
> instructions that came along with rt3.6.3 source package).
>
> So there weren't any changes to any of RT's stock scrips.
>
> But you might have provided a needed clue.  Where can I find these  
> TransactionBatch settings/options/function-calls?
>
> Thanks!
> -Khai
>
>
> On Jun 22, 2007, at 9:31 AM, Kenneth Crocker wrote:
>
>> Khai,
>>
>>
>> 	It sounds like the difference between "TransactionBatch" and  
>> "TransactionCreate". When you upgraded the stock scrips, was there  
>> any parameter or setting that enabled "TransactionBatch"? We do  
>> not use that   at our location for our custom scrips, but perhaps  
>> RT stock scrips need it and it wasn't set. Just a thought.
>>
>> Kenn
>> LBNL
>>
>> Khai Lam wrote:
>>> Hi,
>>> I've recently upgraded from RT3.2.3 to 3.6.3.  I ran all the  
>>> upgrade scripts too, and all seemed fine.  I've granted my group  
>>> full rights to assign/modify/see custom fields.  And I can see  
>>> the fields and modify them using the "Comments Field" sub-window  
>>> link just fine.   But if I use either the REPLY or COMMENTS link,  
>>> and make any changes to any of the other fields (in addition to  
>>> the custom fields), the other fields would update, but not the  
>>> custom field.  If I just limit my changes to just the custom  
>>> fields, then the changes will stick.
>>> Is there something I'm missing?  I would like to set values into  
>>> the custom fields at the same time as updates to the other fields  
>>> - it just makes sense to.  No other problems in the archives  
>>> seemed to match this one.
>>> Thanks!
>>> -Khai
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>