[rt-users] RES: Doubt RT

[Rodrigo Blanco]

Hi Rick,

	How are you? I would like to create some custom fields and
calculate some values in other custom fields in a webpage from the
system, but in the example that you have sent me, I need to know about
the ID of custom fields. How can I get it? Where can I see it?
	
	In the scrip creation, we have three fields to put a peace of
code, where can I put this code to calculate?

	Do you have any manual about this feature of system?

Cheers,

-----Mensagem original-----
De: Rick Russell [mailto:rickr at rice.edu] 
Enviada em: quarta-feira, 22 de junho de 2005 17:42
Para: Rodrigo Blanco
Assunto: Re: Doubt RT


Rodrigo,

It sounds like you should try this:

-- Create the three custom fields that you want

-- Create a scrip with User Defined conditions and actions. The
User Defined condition would look for any change to the "dates initial" 
and "dates resolution" fields of the ticket, example:

   if (    ($self->TransactionObj->Field eq 'custom-field-id-1')
        ||
           ($self->TransactionObj->Field eq 'custom-field-id-2')
      )
   { return(1); }
   else
   { return(undef); }

where custom-field-id-1 is the numerical ID of the first custom field, 
and custom-field-id-2 is the numerical ID of the second custom field.

-- The User Defined action would be something like this. This is not 
real code; you'll need to write the code.

   my StartTimeSeconds = Parsedate(contents of first custom field);
   my ResolveTimeSeconds = Parsedate(contents of second custom field);

   my SolutionTime = ((ResolveTimeSeconds - StartTime)/60.0);

   (Set contents of third custom field to SolutionTime)

Setting custom fields is somewhat difficult, but these Wiki entries will

help you get started:

   http://wiki.bestpractical.com/index.cgi?AutomaticCustomFieldValue
   http://wiki.bestpractical.com/index.cgi?DefaultCustomFieldValue

Good luck,

Rick R.


Rodrigo Blanco wrote:
> Good afternoon Rick,
>   
> I am beginner in this ticket system and he/she would like to know if
it
> is possible the change of some screens and some increments:  
>   
> for example, create three fields:  
> "dates initial of the ticket"  
> "dates resolution of the ticket"  
> "time of solution"  
>   
> he/she would like to know as I do to do a formula that calculates the
> time he/she enters the " initial " date and the " final " date, and of
> the result in minutes in the field " time of solution "  
>   
> Please it would like that somebody helped me because I am depending on
> that for my work to have success.  
>   
> Thank you very much and I wait its answer
> 
> Rodrigo (Brazil)
> 

-- 
For computer help, call xHELP (x4357 or 713-348-4357)
On the web: http://helpdesk.rice.edu/
--
Rick Russell
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267  Fax: 713.348.6099
--
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98  F5E5 5C8C 56CA C7CB B669