[rt-users] MandatoryOnTransition & CustomFieldsOnUpdate Conflict

Matt Brennan brennanma at gmail.com
Tue Mar 1 12:57:21 EST 2016


Anybody able to provide any insight here? Or a work around that
accomplishes the same thing? Still experiencing this issue.

Thanks,
Matt

On Thu, Feb 18, 2016 at 1:52 PM, Matt Brennan <brennanma at gmail.com> wrote:

> Good Day,
>
>   We have been using MandatoryOnTransition for some time now to require
> certain custom fields be populated when a ticket is resolved. One of the
> effects is that it adds those custom fields to the Resolve action screen.
>
>   One of our teams recently asked us to add CustomFieldsOnUpdate which, of
> course, adds all custom fields to the update screen (note: for the queue in
> question the Resolve action has been set to update, not comment).
>
>   The result, now, is that all custom fields are shown twice when they go
> to resolve a ticket in their queue. This causes issues with the update as
> two different fields have the same name.  I can't seem to find any options
> that will correct this behavior. The easiest way would be to
> block MandatoryOnTransition from displaying the fields, but I don't see an
> option to do that.
>
>   Any insight is appreciated.
>
> -Matt
>
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