[rt-users] Append Data to CustomFields

[TheHoboKing]

Mike,

Thank you for the information, that's exactly what I was looking for.

Now, I tried to build a scrip from different online sources (I just started
learning Perl ...) but I'm never able to get the value from the Transaction
Custom Field.

I saw an earlier post from you describing pretty much what I'm trying to
achieve.

http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg02029.html

Is there any chance you could send me the scrip?

P.S: I'll post my scrip early tomorrow as I'm no longer in the
office....perhaps someone can shed some light on the multiple things I must
be doing wrong.

Thank you!



Michael Coakley wrote:
> 
> This is easily done with a scrip. You need a Ticket custom field to hold
> the totals and a Transaction custom field for the users to update during a
> reply or comment. The scrip will take the transaction custom field value
> and add it to the ticket custom field value to keep the running total. 
> 
> I've absolutely done this before but a long time ago. It works great and
> I've built billing systems off of these values which seems like you are
> trying to do.
> 
> The only "gotcha" and it's a little one because once you start scrip
> development you'll know this; it is to use TransactionBatch mode on the
> scrip because that is the only way you will actually be able to see the
> Transaction custom field values. 
> 
> Hope that gets you started. 
> 
> Mike
> 
> Sent from my iPhone
> 
> On May 30, 2012, at 1:53 PM, TheHoboKing <demon_eyes_kyoms at hotmail.com>
> wrote:
> 
>> 
>> Hi Kenneth,
>> 
>> Thank you for the reply and my apologies for the delay, I've been busy
>> with
>> other projects.
>> 
>> I mentioned the TimeWorked field because that's how I'd like my other
>> 'time'
>> CFs to behave but here's what I'm trying to achieve in more details.
>> 
>> I have two CFs: Emergency Hours | Schedule Hours
>> CFs type is 'Enter one value'
>> 
>> On ticket updates (users will most likely only update tickets from the
>> WebUI
>> via comment/reply action), I'd like those CFs to behave as followed:
>> 
>> On update, the CFs should show no value. If my user(s) enter a value and
>> update the ticket, the value should be added to the previous value (users
>> will only be inputting integers).
>> 
>> i.e.:
>> Emergency Hours current value = 10
>> Users Update the ticket and adds 15 in the Emergency Hours
>> Emergency Hours should now display 25
>> 
>> Is there a way to achieve this via script or more in dept RT
>> customization?
>> 
>> -I've tried to create another TimeWorked field but TimeWorked seems to be
>> all over the place and I couldn't identify the proper sections to
>> add/modify
>> in order to 'duplicate' TimeWorked.
>> 
>> -I was also thinking if it may be possible to do it via scrip by;
>> OnComment or OnTransaction
>> Reading the value of 'Emergency Hours'
>> Storing the value in a temporary variable
>> Adding the new value to the old value. .i.e: Emergency Hours =
>> TemporaryEmergencyHoursTotal + EmergencyHours
>> 
>> -I also thought I could simply create another CF called
>> 'EmergencyHoursTotal' and store the total there BUT then, on ticket
>> display
>> only 'EmergencyHoursTotal' should be visible and 'Emergency Hours' should
>> be
>> hidden, on ticket update only 'Emergency Hours' should be visible and
>> 'EmergencyHoursTotal' should be hidden.
>> 
>> I read hiding/displaying specific CF can be achieved via the
>> MassageCustomFields callback but I don't find much information on how to
>> code my MassageCustomFields. This is the most informative code I've found
>> in
>> regards to it.
>> 
>> http://cpansearch.perl.org/src/RUZ/RT-Extension-CustomField-HideEmptyValues-0.01/html/Callbacks/CustomField-HideEmptyValues/Elements/ShowCustomFields/MassageCustomFields
>> 
>> Sorry for my long long post, let me know if I should open a new tread in
>> regards to the MassageCustomFields info.
>> 
>> Thank you again!
>> 
>> 
>> 
>> 
>> Kenneth Crocker-2 wrote:
>>> 
>>> HoboKing,
>>> 
>>> You could create a CF with SeeCF rights only to Users and then write a
>>> scrip so that when the TimeWorked field is updated, the scrip subtracts
>>> the
>>> old value from the new value and then adds that result to the CF.
>>> You could also add a condition to check the date and if it is month-end
>>> or
>>> something you could move the final "TomeWorked" value to a Month-end
>>> Time
>>> CF and then zero out the contiguos one.
>>> That way, you won't run into problems of some user entering a non-inter
>>> type value into the field. You might want to grant "ModifyCF" to the
>>> SuperUSer or some management group of users so they can override the
>>> value
>>> when necessary.
>>> It all depends on what you want to accomplish.
>>> TimeWorked is already designed to receive integers. So all you really
>>> need
>>> is a CF to act as a monthly or yearly, etc. accumulator, along with a
>>> routine to zero out at the end of that cycle.
>>> The best way is to write a cronjob to run through all tickets on
>>> whatever
>>> cycle you want to accumulate and have that routine do the
>>> accumulate/move/zero work. That way you get ALL tickets updated
>>> consistently, not just the ones that were updated in a given cycle.
>>> 
>>> Hope this helps.
>>> 
>>> Kenn
>>> 
>>> On Mon, May 28, 2012 at 11:44 AM, TheHoboKing
>>> <demon_eyes_kyoms at hotmail.com>wrote:
>>> 
>>>> 
>>>> Hi,
>>>> 
>>>> I'm still quite new at RT and was wondering if there's a way to have
>>>> appendable/updatable CustomFields like the TimeWorked field?
>>>> 
>>>> Whenever I update a ticket, the TimeWorked field is blank, any value
>>>> (digits) I add will automatically be added to the old value, it'll make
>>>> a
>>>> simple addition.
>>>> 
>>>> How can I do the same with CustomFields? Either via the webUI, scrip or
>>>> back-end (Update.html ? ModifyAll.html?)
>>>> 
>>>> I'm running RT 4.0.5
>>>> 
>>>> Thank you!
>>>> --
>>>> View this message in context:
>>>> http://old.nabble.com/Append-Data-to-CustomFields-tp33920988p33920988.html
>>>> Sent from the Request Tracker - User mailing list archive at
>>>> Nabble.com.
>>>> 
>>>> 
>>> 
>>> 
>> -- 
>> View this message in context:
>> http://old.nabble.com/Append-Data-to-CustomFields-tp33920988p33933640.html
>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>> 
> 
> 
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