CustomField

A Custom Field (CF) is a user defined property that can be applied to various parts of RT.

Each custom field has a Name, Description and Type.

RT supports the following CF types:

• Select one value
• Select multiple values
• Enter one value
• Enter multiple values
• Fill in one text area (of which you can edit the size: ChangeCustomFieldTextAreaSize)
• Fill in one wikitext area
• Upload one image
• Upload multiple images
• Upload one file
• Upload multiple files
• Combobox: Select or enter one value
• Enter one value with autocompletion
• Enter multiple values with autocompletion
• Select date
• Select datetime
• Enter one IP address
• Enter multiple IP addresses
• Enter one IP address range
• Enter multiple IP address ranges

You can define global CustomFields or specific to a Queue (see CUSTOM FIELDS IN QUEUES). They can apply to a Ticket, Article, Asset, Group, User or Ticket Transactions.

How to set up a custom field in a nutshell

First, create the Custom Field

• Login as one with admin/superuser rights
• Go to Admin -> CustomFields -> Create
• Fill out the form appropriately and click Create

Modify CustomField Value

RT 3.6

Use the bulk update option

RT 3.4

Try the script below based on this journal entry. This example renames 'TaskType' values that were 'Sales Call' to 'Prospect' in the 'Sales' queue.

 #!/home/perl/bin/perl
 use strict;
 use warnings;
 use lib qw(../lib);
 use RT;
 use RT::Queues;
 use RT::Tickets;
 use Data::Dumper;
 
 # CONFIGURATION
 my $queue = 'Sales';
 my $cf_name = 'TaskType';
 my $old_value = 'Sales Call'; # NB: This must be a valid value for the CF
 my $new_value = 'Prospect';
 # END CONFIGURATION
 
 RT::LoadConfig();
 RT::Init();
 my $tx = RT::Tickets->new($RT::SystemUser);
 my $cf = RT::CustomField->new($RT::SystemUser);
 my $q  = RT::Queue->new($RT::SystemUser);
 $tx->FromSQL(qq[queue="$queue" and "cf.$queue.{$cf_name}" = '$old_value']);
 $q->Load($queue);
 $cf->LoadByNameAndQueue(Queue => $q->Id, Name => $cf_name);
 unless( $cf->id ) {
   # queue 0 is special case and is a synonym for global queue
   $cf->LoadByNameAndQueue( Name => $cf_name, Queue => '0' );
 }
 unless( $cf->id ) {
   print "No field $cf_name in queue ". $q->Name;
   die "Could not load custom field";
 }
 
 my $i=0;
 while (my $t = $tx->Next) {
   print "Processing record #" . ++$i . "\n";
   my $type = $t->FirstCustomFieldValue($cf_name);
   print "Old Type = $type\n";
   my ($ret, $msg) = $t->DeleteCustomFieldValue(
     Field => $cf->Id,
     Value => $type
   );
   die "Error deleting old value: $msg" unless $ret;
   $t->AddCustomFieldValue(
     Field => $cf->Id,
     Value => 'Prospect'
   );
   $type = $t->FirstCustomFieldValue($cf_name);
   print "New Type = $type\n";
 }
 

Simple Search Custom Field Values

SearchCustomField

Custom Fields in Email Ticket Creation

OnCreateCheckCF