[rt-users] rt-users Digest, Vol 124, Issue 19

Anji Allepu anjiallepu5 at gmail.com
Thu Jul 17 12:45:28 EDT 2014


Sir
Send me your number i call you
0096898973423   0096896337356
On Jul 17, 2014 4:00 PM, <rt-users-request at lists.bestpractical.com> wrote:

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> Today's Topics:
>
>    1. Re: Status '' isn't valid status for tickets in this      queue
>       Error (Alex Peters)
>    2. [rt-announce] RT 4.0.21 released (Alex Vandiver)
>    3. [rt-announce] RT 4.2.6 released (Alex Vandiver)
>    4. using RT to run complex queries (Boris Epstein)
>    5. Optional Modules (Hef)
>    6. Re: Optional Modules (Alex Vandiver)
>    7. Re: Triggering an API call to external application (pj loh)
>    8. how to migrate request-tracker database from sqlite3 to   mysql
>       (Ajay Kumar)
>    9. Adding Template content to the reply box (AJ)
>   10. Re: Adding Template content to the reply box (Alex Peters)
>   11. How can you use requestor info in custom field (AdamThomas)
>   12. Daily report time worked (AdamThomas)
>   13. Custom Field values driving the contents of other custom
>       fields (Mike Johnson)
>
>
> ----------------------------------------------------------------------
>
> Message: 1
> Date: Thu, 17 Jul 2014 02:01:12 +1000
> From: Alex Peters <alex at peters.net>
> To: "Wendi M." <wendi413 at gmail.com>
> Cc: "rt-users at lists.bestpractical.com"
>         <rt-users at lists.bestpractical.com>
> Subject: Re: [rt-users] Status '' isn't valid status for tickets in
>         this    queue Error
> Message-ID:
>         <
> CAFdkmpuCaRS6oGm-T05k9fXa58vohxhfGBcEXSSmwEUi0+Cqmg at mail.gmail.com>
> Content-Type: text/plain; charset="utf-8"
>
> Have you enabled debug logging?  The output of the log during the attempted
> ticket creation could be of great assistance.
>
> Is the problem specific to this user?  Can you confirm that she's
> attempting to create the ticket via email and not via the web?  If she has
> web access, do you know whether the problem exists there also?
>
>
> On 17 July 2014 01:51, Wendi M. <wendi413 at gmail.com> wrote:
>
> > I am learning all of this as I go, but I got RT up and running some time
> ago. We have been going for about a year now and just tweaking small things
> as we need. I recently had a user start getting this email
> >
> > Sub: Ticket creation failed: ticket ####
> >
> > Status '' isn't a valid status for tickets in this queue.
> >
> > She had made a ticket in a queue as usual and tried to change the status
> and received this error. I'm confused on where to even start looking for
> what the problem might be? It did allow her to change the status, but no
> idea why she is getting this message?
> >
> > We are running RT 4.0.4 with some custom lifecycles. I have double
> checked for typos in the lifecycles, but can't find anything. I'd love to
> upgrade, but I am pretty lost on that process.
> >
> > Thanks in advance!
> >
> >
> > --
> > RT Training - Boston, September 9-10
> > http://bestpractical.com/training
> >
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> ------------------------------
>
> Message: 2
> Date: Wed, 16 Jul 2014 13:24:49 -0400
> From: Alex Vandiver <alexmv at bestpractical.com>
> To: rt-announce at lists.bestpractical.com
> Subject: [rt-users] [rt-announce] RT 4.0.21 released
> Message-ID: <53C6B561.9080305 at bestpractical.com>
> Content-Type: text/plain; charset="us-ascii"
>
> RT 4.0.21 -- 2014-07-16
> -----------------------
>
> We are pleased to announce that RT 4.0.21 is now available.
>
> http://download.bestpractical.com/pub/rt/release/rt-4.0.21.tar.gz
> http://download.bestpractical.com/pub/rt/release/rt-4.0.21.tar.gz.sig
>
> SHA1 sums
>
> 17ed0ac4aca9772223597f8df54745ad85a86bc5  rt-4.0.21.tar.gz
> f3e76559f2f5fd5b7e925b2cfb51011f5b297856  rt-4.0.21.tar.gz.sig
>
> This release is primarily a bugfix release; changes of note include:
>
> General user UI
>  * Granting rights to new groups no longer requires clicking in textbox
>    twice in firefox (#29911)
>  * Canonicalize CF values (including dates, IP addresses, and IP ranges)
>    before comparing to the database value; this prevents spurious
>    "changed from a to a" messages.
>  * Quick Create now defaults to the lifecycle's default create status,
>    instead of hardcoding "new"
>
> Admin
>  * DBD::Pg 3.3.0 conflicts with RT's UTF-8 handling; for this release,
>    it has been blacklisted.  If you are using PostgreSQL as your
>    database and have DBD::Pg 3.3.0 installed, you will need to download
>    and install DBD::Pg 3.2.1 from CPAN.
>  * rt-fulltext-indexer now locks, to prevent more than one instance from
>    running at once (#17423)
>  * Quiet a warning in the logo auto-color-detection.
>  * Bump CGI dependency (under perl 5.20 and above, only) to quash
>    warnings about CGI.pm's deprecation in core (#29053)
>  * For compatibility with RT::Extension::MergeUsers, ensure that
>    Shredder checks that a user (possibly resolved from a merged user) is
>    valid before attempting to shred them
>  * Correctly detect presence of graphviz binary (`dot`), instead of
>    libgraph.so, for perl dependency calculation
>
> Developer
>  * Tests now pass again using RT_TEST_WEB_HANDLER=inline
>  * ->AddCustomFieldValues no longer allows adding repeated values
>    (#4553)
>
> Documentation
>  * Updated example plugins used in documentation
>  * Documentation for ColumnMap
>  * Correct a reference to max_allowed_packet in backup documentation
>  * Document explicit steps for adding a new status to a lifecycle
>
>
> A complete changelog is available from git by running:
>     git log rt-4.0.20..rt-4.0.21
> or visiting
>     https://github.com/bestpractical/rt/compare/rt-4.0.20...rt-4.0.21
> _______________________________________________
> rt-announce mailing list
> rt-announce at lists.bestpractical.com
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce
>
>
> ------------------------------
>
> Message: 3
> Date: Wed, 16 Jul 2014 13:26:23 -0400
> From: Alex Vandiver <alexmv at bestpractical.com>
> To: rt-announce at lists.bestpractical.com
> Subject: [rt-users] [rt-announce] RT 4.2.6 released
> Message-ID: <53C6B5BF.6010607 at bestpractical.com>
> Content-Type: text/plain; charset="us-ascii"
>
> RT 4.2.6 -- 2014-07-16
> ----------------------
>
> We are pleased to announce that RT 4.2.6 is now available.
>
> http://download.bestpractical.com/pub/rt/release/rt-4.2.6.tar.gz
> http://download.bestpractical.com/pub/rt/release/rt-4.2.6.tar.gz.asc
>
> SHA1 sums
>
> 3a876015da1330ed58719997979c1346dca2df75  rt-4.2.6.tar.gz
> 527ad4a5a5918ea29c8fa128c59312239faf35d0  rt-4.2.6.tar.gz.asc
>
> This release is primarily a bugfix release; of particular note is that
> it contains schema changes for MySQL.  Though the changes are quite
> limited, it is especially important to take, and verify you can recover
> from, a database backup prior to upgrading.
>
> Also of note, it fixes a regression in 4.2.5 regarding unsetting core
> date fields, and now allows HTML tables in ticket history if the
> optional HTML::Gumbo module is installed.
>
>
> General web UI
>  * Fix a regression introduced in 4.2.4, which caused lack of formatting
>    of plain text when responding via the rich text editor.
>  * Allow tables in HTML mail if the optional HTML::Gumbo dependency is
>    installed
>  * Fix a regression in 4.2.5 which prevented core date fields (Due,
>    Starts, etc) from being unset (#30180)
>  * Hide empty transaction custom fields when they have no value; this
>    fixes a regression in 4.2.1 where transaction custom fields began
>    displaying on all transactions. (#29757)
>  * Allow searching on requestor city, state, zip, and country in query
>    builder (#26960)
>  * Don't attempt to parse IP/Date(time) CFs if the value is NULL; this
>    prevents warnings.
>  * Remove border-radius: 0 to allow Firefox to use native text entry
>    widgets (#28233)
>  * Allow Firefox to reflow the data table below the chart on rudder
>  * Whitelist user search from CSRF restrictions
>  * Only include closing paren in MakeClicky link if it included an open
>    paren (#29064)
>  * Canonicalize CF values (including dates, IP addresses, and IP ranges)
>    before comparing to the database value; this prevents spurious
>    "changed from a to a" messages.
>  * Allow downloading 0-length files if they have a filename (#9050)
>  * Quick Create now defaults to the lifecycle's default create status,
>    instead of hardcoding "new"
>  * Show Wikitext CFs in bulk update
>  * Add autocompletion to link boxes on bulk update
>
> Internationalization
>  * Add localization strings for Articles admin pages
>  * Add localization strings for user "Create Ticket" user summary
>    portlet
>  * Add new #loc{key} form, to allow for more concise Lifecyles in config
>  * Updated German translation
>
> Web administration
>  * Provide a default Category on External custom fields, for performance
>  * Provide a new "Notify Owner or AdminCCs" action
>  * Move search widgets for custom field admin interface to the top of
>    the page, to match other admin pages
>  * Use "LIKE" as the default search operator in the queue admin
>    interface
>  * Enable searching by Lifecycle and SubjectTag in the queue admin
>    interface
>  * Add SubjectTag to the default AdminSearchResultFormat for queues
>  * Move Disabled to the last column of the default Queue admin search
>    result format, to match Scrips
>  * Add Disabled column to AdminSearchResultFormat for Classes,
>    CustomFields, Groups, and Users
>  * Add Disabled ColumnMap entry for Classes, Groups, and Users
>  * Prevent RT from locking up if a too-large image was uploaded for the
>    logo (#29929)
>  * Fix bugs in cascaded CFs of radio buttons and checkboxes when
>    categories contained spaces or periods.
>  * Quiet "No valid Type specified" warnings from queue watcher page for
>    user search results that were left blank (#29993)
>
> Server administration
>  * DBD::Pg 3.3.0 conflicts with RT's UTF-8 handling; for this release,
>    it has been blacklisted.  If you are using PostgreSQL as your
>    database and have DBD::Pg 3.3.0 installed, you will need to download
>    and install DBD::Pg 3.2.1 from CPAN.
>  * Allow the validator to fix incorrect values for Owner (#28403)
>  * Fix a regression in 4.2.5 which caused errors when calling
>    rt-crontool with a numeric --template argument.
>  * Quiet warnings in the 4.2.2 upgrade step for users upgrading from
>    4.0.x
>  * Add not_member_of restriction for User shredder plugin
>  * Warnings avoidance for RT::Attachments->Address when run as the
>    System User
>  * Update logo attribute as the current user, to allow auditing of who
>    changed it last
>  * Alter Links table on MySQL to support Unicode URLs (#19338)
>  * Warn on non-ASCII right names (#19339)
>  * Support Sphinx builds compiled with --enable-id64
>  * For compatibility with RT::Extension::MergeUsers, ensure that
>    Shredder checks that a user (possibly resolved from a merged user) is
>    valid before attempting to shred them
>  * Correctly detect presence of graphviz binary (`dot`), instead of
>    libgraph.so, for perl dependency calculation
>  * When merging instances with identical $Organization values, do not
>    qualify groups and queues
>
> Developer
>  * Move AboutThisUser callback back to /Ticket/Elements/ShowGroupMembers
>    where it appears to originate, from where RT 4.2.0 accidentally moved
>    it, /Elements/ShowPrincipal/AboutThisUser
>  * Move all runtime module loading to UNIVERSAL::require
>  * Correct error message from RT::Date->Timezone
>  * Simplify code to assume Postgres 8.4, as RT 4.2 requires
>  * Add more class and id attributes to user admin pages and preferences
>  * Pass right number of arguments to sprintf, for Perl 5.22
>    compatibility
>  * Move sbin/rt-message-catalog into devel/tools and streamline to unify
>    with Launchpad import format
>  * Adjust more tests for RT_TEST_WEB_HANDLER=inline
>  * Remove dependency checks in t/, as they are covered by required
>    developer dependencies
>
> Documentation
>  * Improved documentation for RT::Date
>  * Link POD, URLs, and emails in HTML generated from README
>  * Document "Satisfy any" technique for allowing rt-mailgate to post to
>    RT when $WebRemoteUserAuth and Apache authentication is used
>  * Document explicit steps for adding a new status to a lifecycle
>
> A complete changelog is available from git by running:
>     git log rt-4.2.5..rt-4.2.6
> or visiting
>     https://github.com/bestpractical/rt/compare/rt-4.2.5...rt-4.2.6
> _______________________________________________
> rt-announce mailing list
> rt-announce at lists.bestpractical.com
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce
>
>
> ------------------------------
>
> Message: 4
> Date: Wed, 16 Jul 2014 14:54:48 -0400
> From: Boris Epstein <borepstein at gmail.com>
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] using RT to run complex queries
> Message-ID:
>         <
> CADeF1XEucC2NdeRYCLmONcUxbVYfAEGCnn2cg4SmPVVpTQjOew at mail.gmail.com>
> Content-Type: text/plain; charset="utf-8"
>
> Hello all,
>
> I am wondering if I could do something like this via the rt CLI:
>
> 1) List all users
>
> 2) List all tickets including the resolved one
>
> 3) List all tickets filed by a user whose city is, for instance, Chicago.
>
> etc.
>
> Thanks.
>
> Boris.
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> ------------------------------
>
> Message: 5
> Date: Wed, 16 Jul 2014 14:28:40 -0500
> From: Hef <hef at pbrfrat.com>
> To: "rt-users at lists.bestpractical.com"
>         <rt-users at lists.bestpractical.com>
> Subject: [rt-users] Optional Modules
> Message-ID:
>         <CADk-iPcZAE1QwAZtkDp0MFi=
> wKSxDUiHittx7JRfALAX6hnFpg at mail.gmail.com>
> Content-Type: text/plain; charset="utf-8"
>
> I just saw the release notes for 4.2.6 and HTML::Gumbo was listed as an
> optional module.
>
> Is there a list of Optional Modules somewhere?
>
> I was unable to locate a list on the website.
>
> --hef
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> ------------------------------
>
> Message: 6
> Date: Wed, 16 Jul 2014 16:19:39 -0400
> From: Alex Vandiver <alexmv at bestpractical.com>
> To: Hef <hef at pbrfrat.com>, rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Optional Modules
> Message-ID: <53C6DE5B.5010302 at bestpractical.com>
> Content-Type: text/plain; charset=ISO-8859-1
>
> On 07/16/2014 03:28 PM, Hef wrote:
> > I just saw the release notes for 4.2.6 and HTML::Gumbo was listed as an
> > optional module.
> >
> > Is there a list of Optional Modules somewhere?
>
> For the most part, optional dependencies are controlled by
> configure-time options, or documented in RT_SiteConfig.pm.  We perhaps
> should add a configure-time option for HTML::Gumbo, to make it more
> prominent than a mere mention by PreferRichText in RT_Config.pm.  Since
> we don't add required dependencies during a stable series, adding an
> optional dependency is how we sneak in things that are (in truth) new
> features, but don't want to wait until the next major series.
>
> The current set of runtime optional dependencies is:
>  * Graphviz - Controlled via the --enable-graphviz option to configure,
> enables ticket relationship graphs
>  * GD - Controlled via the --enable-gd option to configure, enables bar
> and pie charts in reports
>  * GnuPG::Interface - Controlled via the --enable-gnupg option to
> configure, enables RT's GnuPG integration
>  * Encode::Guess - Documented in RT_Config.pm, used to guess unknown
> input encodings from a fixed list
>  * Encode::Detect::Detector - Documented in RT_Config.pm, used to guess
> unknown input encodings by examining the bytes
>  * HTML::Gumbo - Documented in RT_Config.pm, used to sanitize HTML
> before display, which allows for display of tables in HTML mail
>
>  - Alex
>
>
> ------------------------------
>
> Message: 7
> Date: Thu, 17 Jul 2014 08:20:55 +0800
> From: pj loh <optimints at gmail.com>
> To: Alex Peters <alex at peters.net>
> Cc: "rt-users at lists.bestpractical.com"
>         <rt-users at lists.bestpractical.com>
> Subject: Re: [rt-users] Triggering an API call to external application
> Message-ID:
>         <CAD=v5=pMPspLx2pnaO7=
> 1H+JVDEG0WcHpKC4QRO3ud25p4S_Uw at mail.gmail.com>
> Content-Type: text/plain; charset="iso-8859-1"
>
> Hi Alex,
>
> Thanks. Will look into these
>
> PJ
>
>
> On 16 July 2014 22:44, Alex Peters <alex at peters.net> wrote:
>
> > The cleanest way would be through a scrip, as you correctly suspected.
> >  Simply write Perl code to call the API in the required manner, probably
> > using LWP::UserAgent (or possibly WWW::Mechanize).
> >
> >
> > On 16 July 2014 21:43, pj loh <optimints at gmail.com> wrote:
> >
> >> Hi,
> >>
> >> I'd like to, at the creation of a ticket, trigger an external
> >> application's API. The external application expects HTTP GET/ POST
> requests
> >> and returns results via the same way, so I'm wondering if it's possible
> to
> >> do that via scrips. Since there are modules such as LWP in PERL, I'm
> >> wondering if I can use that, but I'd like to see if this has been done
> (and
> >> how).
> >>
> >> Can anyone point me in the right direction if this is possible?
> >>
> >> Thanks,
> >> PJ
> >>
> >> --
> >> RT Training - Boston, September 9-10
> >> http://bestpractical.com/training
> >>
> >
> >
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>
> ------------------------------
>
> Message: 8
> Date: Thu, 17 Jul 2014 12:58:04 +0530
> From: Ajay Kumar <joinajay1 at gmail.com>
> To: rt-users at lists.bestpractical.com
> Cc: "Ashok \(ESDS \)" <ashok at esds.co.in>
> Subject: [rt-users] how to migrate request-tracker database from
>         sqlite3 to      mysql
> Message-ID:
>         <
> CAL41znOqNV9CFwFCB4wA95MoaZjL3Bc5QONkNLp4x9ZPVM6UfA at mail.gmail.com>
> Content-Type: text/plain; charset="utf-8"
>
> Hi,
> Have any one has migrated request-tracker database from sqlite3 to mysql
> successfully?If yes, pls share the steps. I am using  rt 4.2.1.We  tried
> recently then  I was not able to create ticket and getting below mentioned
> error:
> Ticket could not be created due to an internal error
> Can anyone help pls.
> Regards,
> Ajay
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> ------------------------------
>
> Message: 9
> Date: Thu, 17 Jul 2014 05:04:18 -0700 (PDT)
> From: AJ <aaron.mccarthy at southwestern.ie>
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Adding Template content to the reply box
> Message-ID: <1405598658468-57957.post at n7.nabble.com>
> Content-Type: text/plain; charset=us-ascii
>
> Hi all,
>
> I have just made 29 templates and made a custom field containing all the
> names of the templates. The user chooses the template, replies to a ticket
> and includes all the variables in the transaction content.
>
> However, they do not want it to work in this way.
>
> They want it to have this behaviour:
>
> When the user selects the custom field value for the template, it will
> insert the contents of that template into the body of the reply so they can
> edit anything that needs to be changed/included before sending.
>
> Is there a way to do this?
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Adding-Template-content-to-the-reply-box-tp57957.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> ------------------------------
>
> Message: 10
> Date: Thu, 17 Jul 2014 22:06:41 +1000
> From: Alex Peters <alex at peters.net>
> To: AJ <aaron.mccarthy at southwestern.ie>
> Cc: "rt-users at lists.bestpractical.com"
>         <rt-users at lists.bestpractical.com>
> Subject: Re: [rt-users] Adding Template content to the reply box
> Message-ID:
>         <
> CAFdkmpsN1vpk_kUAzU-N0JutAuM9_evqCUeKGDA0qvdT8b5JiA at mail.gmail.com>
> Content-Type: text/plain; charset="utf-8"
>
> Sounds like you're after articles:
>
>
> https://www.bestpractical.com/docs/rt/latest/customizing/articles_introduction.html
> http://requesttracker.wikia.com/wiki/Articles
>
>
> On 17 July 2014 22:04, AJ <aaron.mccarthy at southwestern.ie> wrote:
>
> > Hi all,
> >
> > I have just made 29 templates and made a custom field containing all the
> > names of the templates. The user chooses the template, replies to a
> ticket
> > and includes all the variables in the transaction content.
> >
> > However, they do not want it to work in this way.
> >
> > They want it to have this behaviour:
> >
> > When the user selects the custom field value for the template, it will
> > insert the contents of that template into the body of the reply so they
> can
> > edit anything that needs to be changed/included before sending.
> >
> > Is there a way to do this?
> >
> >
> >
> > --
> > View this message in context:
> >
> http://requesttracker.8502.n7.nabble.com/Adding-Template-content-to-the-reply-box-tp57957.html
> > Sent from the Request Tracker - User mailing list archive at Nabble.com.
> > --
> > RT Training - Boston, September 9-10
> > http://bestpractical.com/training
> >
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> ------------------------------
>
> Message: 11
> Date: Thu, 17 Jul 2014 05:51:57 -0700 (PDT)
> From: AdamThomas <adam.thomas at sgs.com>
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] How can you use requestor info in custom field
> Message-ID: <1405601517430-57959.post at n7.nabble.com>
> Content-Type: text/plain; charset=us-ascii
>
> When a ticket is emailed in I want the requestors location to be auto
> populated into my custom field "location".
>
> My user profile automatically detects their location in their user profile
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/How-can-you-use-requestor-info-in-custom-field-tp57959.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> ------------------------------
>
> Message: 12
> Date: Thu, 17 Jul 2014 07:52:04 -0700 (PDT)
> From: AdamThomas <adam.thomas at sgs.com>
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Daily report time worked
> Message-ID: <1405608723820-57962.post at n7.nabble.com>
> Content-Type: text/plain; charset=us-ascii
>
> My boss wants a daily report of time worked from the tickets in RT. The
> problem is if the same ticket is worked on over a couple of days the report
> totals up the "time worked field" instead of the time worked on that day.
>
> For example
>
> lets say I opened a ticket Tuesday and I worked on it for 45 mins so the
> time worked field says 45 minutes.
> Then on Wednesday I work 30 minutes on the same ticket the time worked now
> shows 1hr15mins
> Then Thursday I work another 15 minutes it will now say 1hr30minutes.
>
> Any ideas on how to capture just the added minutes
>
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Daily-report-time-worked-tp57962.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> ------------------------------
>
> Message: 13
> Date: Thu, 17 Jul 2014 11:44:42 -0400
> From: Mike Johnson <mike.johnson at nosm.ca>
> To: "rt-users at lists.bestpractical.com"
>         <rt-users at lists.bestpractical.com>
> Subject: [rt-users] Custom Field values driving the contents of other
>         custom  fields
> Message-ID:
>         <CAFuoEe_y2dRZO+GfkHu--NE_LSaEi8ap3Y8aN=-
> PdwQBNEA9NA at mail.gmail.com>
> Content-Type: text/plain; charset="utf-8"
>
> First, we are on RT 3.8.10 (I know, it's old!!!) and I searched
> google/listserv and the extensions list on BP's site and didn't find
> anything that looked like this...
>
> Is there functionality out there for RT that allows 1 custom field's value
> to dictate the values available in another custom field?
>
> I could see this being possible through some sort of customization, but I'm
> hoping not to have to go there....
>
> Thoughts?
>
> --
> Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON   P7B 5E1
> Phone: (807) 766-7331
> Email: mike.johnson at nosm.ca
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