iTop - IT Service Management & CMDB / Discussion / Customizing iTop: Create custom field in ticket / UserRequest

Zwettler - 2022-07-27

Hi together, what i like to realize is to create a new custom field in a ticket. As you can se in a attached pick, it should be called "External Ticket No". I know that a have to create a extension for this.

This is how i defined the datamodel.zwettler-fremdticketnr.xml. But the custom field does not appear, when i create a new ticket.

The New Extension is recognized when a run setup (attachement!)

I do NOT get an error during the setup.

I also can see the new defiened field "fremdticketnr" that was added in the database.

This is my datamodel.XML (datamodel.zwettler-fremdticketnr)

<itop_design xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" version="1.6">
<constants>
</constants>
<classes></classes></itop_design>

<class id="user-content-Ticket"></class>

<parent>cmdbAbstractObject</parent> <php_parent> <name>_Ticket</name> </php_parent> <fields> <field id="fremdticketnr" xsi:type="AttributeString" _delta="define"> <sql>fremdticketnr</sql> <default_value/> <is_null_allowed>true</is_null_allowed> </field> </fields> <presentation> <details _delta="redefine"> <items> <item id="fremdticketnr" _delta="define">> <rank>65</rank> </item> </items> </details> </presentation> </class>

<menus>
</menus>
<user_rights>
<groups>
</groups>
<profiles>
</profiles>
</user_rights>

Has anyone an idea how t solve this?
Regards,
G.H.

custom_field_01_position.png

custom_field_02_setup.png
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Sorry, this is the right code

<?xml version="1.0" encoding="UTF-8"?>
<itop_design xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" version="1.6">
  <constants>
  </constants>
  <classes>

   <class id="Ticket">

            <parent>cmdbAbstractObject</parent>
            <php_parent>
                <name>_Ticket</name>
            </php_parent>

     <fields>
        <field id="fremdticketnr" xsi:type="AttributeString" _delta="define">
            <sql>fremdticketnr</sql>
            <default_value/>
            <is_null_allowed>true</is_null_allowed>
        </field>
      </fields>

        <presentation>
          <details _delta="redefine">
            <items>
               <item id="fremdticketnr" _delta="define">>
                   <rank>65</rank>
               </item>
            </items>    
          </details>

        </presentation>  
    </class>


  </classes>
  <menus>
  </menus>
  <user_rights>
    <groups>
    </groups>
    <profiles>
    </profiles>
  </user_rights>
</itop_design>

Vincent @ Combodo - 2022-07-27

Hello Zwetttler,
The Ticket class, is not a final class, so altering its presentation, has no effect. The presentation is not inherited. You have a change the presentation of UserRequest class

👍
1

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Vincent @ Combodo - 2022-07-27

Also this tag delta is wrong

<details _delta="redefine">

It will replace the current definition by your delta :-(
use no delta (which means merge), or delta="must_exist"

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1
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Zwettler - 2022-07-27

Hi Vincent, many thanks ... i'm going further.

by now i get this error when i'm running setup (see also attachement)

Failed to process class 'Ticket', from 'C:\inetpub\itopdemo\datamodels\2.x\itop-tickets': Field: 'fremdticketnr', (type: AttributeString), missing (or empty) mandatory tag 'sql' under the tag 'field'

cumstom_field_03.png

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i removed all the deltas by now

<?xml version="1.0" encoding="UTF-8"?>
<itop_design xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" version="1.6">
  <constants>
  </constants>
  <classes>

   <class id="Ticket">

            <parent>cmdbAbstractObject</parent>
            <php_parent>
                <name>_Ticket</name>
            </php_parent>

     <fields>
        <field id="fremdticketnr" xsi:type="AttributeString">
            <sql>fremdticketnr</sql>
            <default_value/>
            <is_null_allowed>true</is_null_allowed>
        </field>
      </fields>

        <presentation>
          <details _delta="redefine">
            <items>
               <item id="fremdticketnr">
                   <rank>65</rank>
               </item>
            </items>    
          </details>

        </presentation>  
    </class>


  </classes>
  <menus>
  </menus>
  <user_rights>
    <groups>
    </groups>
    <profiles>
    </profiles>
  </user_rights>
</itop_design>

Vincent @ Combodo - 2022-07-27

You have left the only wrong delta and removed all the mandatory and correct ones, so it can't work for sure.... :-(

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1

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oh sorry, i'm a rooky :-) Setup is complete now - no more errors.

However, the new field is not visible in the ticket entry form.

<?xml version="1.0" encoding="UTF-8"?>
<itop_design xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" version="1.6">
  <constants>
  </constants>
  <classes>

   <class id="Ticket">

            <parent>cmdbAbstractObject</parent>
            <php_parent>
                <name>_Ticket</name>
            </php_parent>

     <fields>
        <field id="fremdticketnr" xsi:type="AttributeString" _delta="define">
            <sql>fremdticketnr</sql>
            <default_value/>
            <is_null_allowed>true</is_null_allowed>
        </field>
      </fields>

        <presentation>
          <details>
            <items>
               <item id="fremdticketnr" _delta="define">
                   <rank>65</rank>
               </item>
            </items>    
          </details>

        </presentation>  
    </class>


  </classes>
  <menus>
  </menus>
  <user_rights>
    <groups>
    </groups>
    <profiles>
    </profiles>
  </user_rights>
</itop_design>

Jeffrey Bostoen - 2022-07-27

See @cisou's remark, you need to add the field to t he presentation of the "user request" class.

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Thank you, I really appreciate your help!

i added a section "<class id="user-content-UserRequest">" in XML now</class>

now i get this error during setup (compling data model):

Progress of the installation

Error loading module "zwettler-fremdticketnr": /itop_design/classes/class[UserRequest] at line 36: could not be found - Loaded modules: dictionaries,core,application,authent-cas,authent-external,authent-ldap,authent-local,combodo-backoffice-darkmoon-theme,combodo-cmdbchange-cleaner,combodo-email-synchro,itop-attachments,itop-backup,itop-config,itop-files-information,itop-portal-base,itop-portal,itop-profiles-itil,itop-sla-computation,itop-standard-email-synchro,itop-structure,itop-themes-compat,itop-tickets,itop-welcome-itil,zwettler-fremdticketnr
20 %

    <class id="UserRequest">

        <presentation>
          <details>
            <items>
               <item id="fremdticketnr" _delta="define">
                   <rank>65</rank>
               </item>
            </items>    
          </details>

        </presentation>  
    </class>

here is the full code

<?xml version="1.0" encoding="UTF-8"?>
<itop_design xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" version="1.6">
  <constants>
  </constants>
  <classes>

   <class id="Ticket">

            <parent>cmdbAbstractObject</parent>
            <php_parent>
                <name>_Ticket</name>
            </php_parent>

     <fields>
        <field id="fremdticketnr" xsi:type="AttributeString" _delta="define">
            <sql>fremdticketnr</sql>
            <default_value/>
            <is_null_allowed>true</is_null_allowed>
        </field>
      </fields>

        <presentation>
          <details>
            <items>
               <item id="fremdticketnr" _delta="define">
                   <rank>65</rank>
               </item>
            </items>    
          </details>

        </presentation>  
    </class>



    <class id="UserRequest">

        <presentation>
          <details>
            <items>
               <item id="fremdticketnr" _delta="define">
                   <rank>65</rank>
               </item>
            </items>    
          </details>

        </presentation>  
    </class>


  </classes>
  <menus>
  </menus>
  <user_rights>
    <groups>
    </groups>
    <profiles>
    </profiles>
  </user_rights>
</itop_design>

Vincent @ Combodo - 2022-07-28

This time, it is a dependency issue in your file "module.zwettler-fremdticketnr.php", which is not mentioning that it relies on the module which brings the UserRequest class

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Zwettler - 2022-07-28

i my opion ist is defined by "<class id="user-content-UserRequest">"</class>

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Jeffrey Bostoen - 2022-07-28

You can trust @ciso , it's very likely a missing dependency in the PHP file.

In the dependencies array, you'll probably need to add something like

itop-request-mgmt-itil/2.7.0 (assuming you're using ITIL; otherwise it will likely be itop-request-mgmt/2.7.0 )

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Zwettler - 2022-07-28

Of course i trust you/him :-) I'm very glad of you help!

As i found out the dependendies are defined here
- how do i know which dependencies do define?
- how do i know which version of the dependent module to use?
- in my case i only tried it out

Actually this works fine! Attached find a screenshot of my successful implementation of the custom field. The translation will be done.
**
Snip of my module.zwettler-userrequest.php**

// Setup // 'dependencies' => array( 'itop-tickets/2.4.0', 'itop-request-mgmt/2.4.0', ), 'mandatory' => false, 'visible' => true,

custom_field_success.png
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Zwettler - 2022-07-29

Since I could now solve the requirement - with the great help of the forum (!!) - I would like to make the finished extension available here for free.

Accached find a screenshot und a ZIP-file with the extension. Feel free to use an adopt it!

🎉
3

custom-userreq-ext-tick-no.zip

custom_field_external_ticket_number_resoved.png

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Create custom field in ticket / UserRequest

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Create custom field in ticket / UserRequest

Create custom field in ticket / UserRequest

An easy, extensible web based IT service management platform

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Create custom field in ticket / UserRequest document.SUBSCRIPTION_OPTIONS = { "thing": "topic", "subscribed": false, "url": "subscribe", "icon": { "css": "fa fa-envelope-o" } };

Create custom field in ticket / UserRequest