[rt-users] Need to make CF mandatory at resolve time

[Lander, Scott]

It is set to mandatory - but, that only affects tickets entered via the web interface, not tickets which come in via email.
And, it also only acts at create time, not at resolve time...

So, I am hoping to have a final check done at resolve time, and not allow the ticket to be resolved unless the required fields are completed.

If I am missing something obvious, please let me know.



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour
Sent: Tuesday, January 12, 2010 2:52 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Need to make CF mandatory at resolve time

On Fri, Jan 08, 2010 at 03:24:22PM -0500, Lander, Scott wrote:
> folks,
> 
>    In RT 3.8.x.   I have several different queues, each of which have their own work categories as CFs.   When a call comes in from a user to the help desk the  help desk people select the queue and fill in the mandatory CF.
> 
>   however, if a user emails in a ticket, there is nothing the enforces the mandatory fields, and I can't always determine it from the contents of the email.
> 
>   So, my question is, is there a way to enforce mandatory fields to be filled in at resolve time?  The ticket owner is the best one to know which category a ticket belongs in anyways.   So, resolve time is really the right time for this selection for us, anyways.
> 

First you should modify your customfield and set "Validation" to
"Mandatory".

Then you can use
http://wiki.bestpractical.com/view/DisplayCustomFieldsOnTicketUpdatePage
to add CustomField on Resolve page (and other Respond/Comment pages).


But you will have to modify a bit of code in
share/html/Ticket/Update.html (for comment/resolve/respond) and
share/html/Ticket/Modify.html (for Edit basics (change ticket status))
to enforce this check as by default it's only done in
share/html/Ticket/Create.html.


And if this CF as to be enforced _only_ on resolve, you needs to modify
previous pages and share/html/Ticket/Create.html to avoid enforcing it
on ticket creation ... 
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