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<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Hi Everyone,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>I was looking at custom field validation; and mandatory
fields in particular. So far my findings were thus:<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<ol style='margin-top:0in' start=1 type=1>
<li class=MsoNormal style='mso-list:l0 level1 lfo1'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>If you enter a ticket as a
privileged user, you must enter a custom field that is set up as mandatory.<o:p></o:p></span></font></li>
<li class=MsoNormal style='mso-list:l0 level1 lfo1'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>If you log in as an
unprivileged user, mandatory fields don’t work. To get around this,
I created CGI scripts for our users to use. The users fill in the mandatory
fields and using the RT custom field extraction module, the desired custom
fields are populated via e-mail.<o:p></o:p></span></font></li>
<li class=MsoNormal style='mso-list:l0 level1 lfo1'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>If a ticket is e-mailed to
Request Tracker directly, without using the CGI script, a ticket is
created and no custom fields are populated.<o:p></o:p></span></font></li>
</ol>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Yes, the above are obvious conclusions and common knowledge.
However, in regards to the third item above, if a person works on the ticket
and does not set any of the custom fields using the Basics or Jumbo menu
selection, Request Tracker does not force the user to select a value for a
custom field which was designated as mandatory. They can select and edit custom
fields, and update the page, but if they do not set the mandatory custom field,
RT just ignores that a field is mandatory and allows the ticket to be updated. However,
if a person does set a mandatory field and tries to set it back to “(none)”
in a pick list or delete the contents of the field, then RT forces the person
to enter a value in the field; again using the Basic or Jumbo menu selection.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>There is an element file called in Tickets/Elements called
ValidateCustomFields, but this code is only active for Craete.html.
/opt/rt3/lib/RT/CustomField_Overlay.pm handles processing for Modify.html and
ModifyAll.html in Tickets, yet it only seems to work for the
DeleteValueForObject subroutine, but not for AddValueForObject subroutine in
the above context. <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>This looks like either a bug in the software, or something
that was missed when RT 3.6.x was developed. One would think that if a person is
given a screen which has mandatory fields to be filled in, that RT would force
the person to enter values that need to be entered.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Has anyone come up with a work around for this?<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Also, how hard is it to make it sot when one works on a
ticket, that the Owner field must be changed from “Nobody” to an
actual RT user? This is something my management desires.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Anyway ideas would be most welcome.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Nick<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
face=Arial><span style='font-size:7.5pt;font-family:Arial;font-weight:bold'>---------------------------------------------------------------------------------</span></font></b><o:p></o:p></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
face=Arial><span style='font-size:8.0pt;font-family:Arial;font-weight:bold'>Nick
Metrowsky</span></font></b><b><font size=1><span style='font-size:8.0pt;
font-weight:bold'><o:p></o:p></span></font></b></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
face=Arial><span style='font-size:8.0pt;font-family:Arial;font-weight:bold'>Consulting
System Administrator</span></font></b><b><font size=1><span style='font-size:
8.0pt;font-weight:bold'><o:p></o:p></span></font></b></p>
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<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
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<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
face=Arial><span style='font-size:7.5pt;font-family:Arial;font-weight:bold'>---------------------------------------------------------------------------------</span></font></b><o:p></o:p></p>
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