Hello,
for some Queues we have a couple of Custom fields to be attached to Tickets
in this Queue.
These Custom Fields are of different kind with respect to when they are
expected to get a value and whether this value is expected to change.
Let me give an example:
1. some keywords have to be added by helpdesk personal when they first
create or take the ticket (if it is created by customer).
2. severity and level of concern have to be entered in an early stage but
may change during lifetime of the ticket.
3. some other field, for example if this ticket contains useful information
to be postprocessed by some person responsible for the knowledge base is
expected to be entered, when the ticket becomes resolved. For us it would
be indeed useful to make entering a value mandatory when reolving a ticket.
We would like to control where the entry fields for the custom fields are
shown, for example cf of kind 1 should be visible/editable on the "create"
and the "dispatch" screen (latter is a custom screen here), kind 2 should
be editable on each correspondance or comment screen, kind 3 should only
be visible on resolve screen and mandatory there.
For "pragmatic kind" of cf cannot be stored anywhere an "mandatory" status
does not depend on the "pragmatic kind".
How would you implement this fetaure in RT without coding somthing like "if
name of custom field is xyz then ... else ..." in all of these mason pages?
Regards,
Dirk.
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