[rt-users] Display custom fields in a ticket
jeffrey.pilant at bayer.com
Mon Mar 28 14:14:12 EDT 2016
>I just logged into our RT instance to make sure I use the correct terms.
>Goto the top menu: Admin/CustomFields/Select
>Make sure you have ticket CFs displayed (Only show custom fields for Field)
>Select one that is visible in the old system.
>Now select 'Applies to' from the top right menu
>There it should show you whether that CF is globally visible or only for
>selected queues and a list of unselected queues.
Under this menu path, I get:
| Apply Globally
| [ ] check this box to apply this Custom Field to all objects.
| Selected objects
| # Name Description Address Priority DefaultDueIn Lifecycle SubjectTag Status
| 4 XXXXX Queue for XXXXX Issues -/- 0-0 0 default Enabled
| Unselected objects
>Another route would be to select Admin/Queues/Select, select the queue
>where your CFs aren't visible anymore and then Select 'Custom Fields'
>from the top right menu. That should give you a list of all CFs that are
>applicable to that queue.
Under this menu path, I get:
| Selected Custom Fields
| [ ] # Name Added Type Pattern Status Move
| Unselected Custom Fields
| [ ] # Name Added Type Pattern Status
>You could add a new group add yourself to it and give that group all
>rights possible. If the CFs show up than its a rights problem, if they
>don't than you have a problem in the database, you can check with
In my last email, I mentioned the few rights I did not have. None looked like they would be controlling this. I will skip creating an uber group for the moment.
Logging in as administrator on the server, then invoking su to run as root, I get:
| InformaticsRT:/opt/rt4/sbin # ./rt-validator -c
|  [Mon Mar 28 17:48:58 2016] [info]: Using internal Perl HTML -> text conversion (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1818)
| Record #7 in ObjectCustomFieldValues references a nonexistent record in Articles
| ObjectId => '1' => id
| Record #3 in Links. Value of Base column most probably is an incorrect link
| Record #245 in Transactions. Value of NewValue column most probably is an incorrect link
| Record #2611 in Transactions. Value of NewValue column most probably is an incorrect link
| Record #4 in Links. Value of Target column most probably is an incorrect link
| Record #5 in Links. Value of Target column most probably is an incorrect link
| Record #3 in Links. Value of Target column most probably is an incorrect link
| Record #4 in Links. Value of Base column most probably is an incorrect link
| Record #5 in Links. Value of Base column most probably is an incorrect link
| InformaticsRT:/opt/rt4/sbin #
While there are some minor issues, this does not show the level of errors I would expect from a corrupted DB not showing custom fields.
>If you create a new CF does it show up?
I tried creating a new object.
It does not show up.
I truly appreciate your assistance.
Could this be a customization of the old system? If so, what files would exist to hold the customization? [I know there is an overload mechanism, and maybe some config stuff, but I don't recall the details.] If I could locate the old file set and look at those files, maybe it will give me an idea to try.
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