More detailed information:
This is a bit more of what I have attempted, what I think are my possibilities and an overview of the desired end result. I realise I can't stop a transaction but I can't think of (or find) a good alternative to what I require. I would have thought a Mandatory field meant that I couldn't do anything with a ticket unless it Validates. There is a big-red box under the custom field saying 'Input must match [Mandatory]' but it doesn't seem to have any effect (most of the time). Some options I am considering: * Have a default value (least desirable option but simplest). * Disallow form submission with Javascript. * Change when the Validation is enforced (my preference but is it possible?) * Implement something similar to the WorkFlow wiki which would replace what I'm trying to do (overly complicated?) * Revert a Queue change if the field is blank (Mentioned in WriteCustomAction wiki just after the part labeled "Let's talk about impossible things you don't even want to try to do with a scrip") Desired Workflow: * A ticket is raised in the initial queue. * A support user takes the ticket and either fulfills the work or escalates it. * The support user should know who can sign off escalated work. * Upon escalation the ticket needs signoff by an area manager (Unit area) so a script creates an approval request in the appropriate signoff queue. * The area managers need seperate queues so they can't signoff other area's work. I would like to make the Unit area mandatory so that when a ticket is escalated the approval request is sent to the correct person for signoff. Am I completely off track here? Is there a much easier way to do what I need to do? Any/all suggestions/ideas welcome. Cheers, /Alister On Tue, 24 Aug 2010 22:34:16 -0700, <alis...@gossamer-threads.com> wrote: > Hi rt-users, > > I have created a Custom Field 'Unit' with a new RT install. > I gave it the '(?#Mandatory).' validation regex and a possible list of 3 > values. > > > I require this field to be filled in before it changes Queue but it seems > like it is only checked before the ticket is resolved. I can still update > Priority, change Queues, etc. the only restriction seems to be on resolving > a ticket. > I checked the mailing lists and wiki but can't find anymore information on > this. > > > I would like to know if I can block any changes to a ticket until this > field is validated. I was hoping I could have a scrip on the ChangeQueue > event but I can't workout how to stop a transaction. > > Has anyone done this before or know an approach I could use? > > > > > Thanks in advance, > > /Alister > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!