[Rtir] Tools > Reports not working after changing incident classifications

Jim Brandt jbrandt at bestpractical.com
Tue Jun 3 10:48:24 EDT 2014

On 6/2/14 4:03 PM, Jim Brandt wrote:
> On 6/2/14 12:45 PM, Rob Moerman wrote:
>> Would appreciate some assistance; we modified the default incident
>> classifications, functions and constituencies to match our
>> organization.  Since then, the built-in “overview report” no longer
>> returns results.
> What version of RT/RTIR are you running?
> Did you make any other changes to those custom fields other than the
> values? For example, did you apply them globally rather than
> specifically on Incidents?
> Did your new Constituency values show up in the menu on the initial
> Reports page?
> If you do a search in Incident Reports for the same date range and
> constituency, do you see more tickets?

> I'm running RTIR 3.0.2 on RT 4.0.20.
> Classification is set to Global.  Setting it back to "Incidents" resolves the condition.  Why is this?

Moving reply back to the list so others might benefit.

The current code that looks up Classification expects it to be a 
queue-level custom field. If you make it global, it doesn't match the 
expected queue-level configuration, so the lookup doesn't find it. We 
could potentially change it to fall back to a global CF, but generally 
you only want RTIR custom fields applied to RTIR queues and not other 
queues in RT like General or any other queues you might use on the RT side.


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