Gordon, RT has a "Bulk Update" feature which would allow you to add whatever value to specific Custom Fields on tickets in specific Queues as well as add comments to specific tickets in a queue. By specific, I mean whatever criteria you use for "selecting" the ticket you want to update.
Kenn LBNL On 11/23/2009 3:01 PM, gor...@cryologic.com wrote: > RT provides an excellent history log of all activities relating to a > ticket. This provides an unchangeable record which auditors love when > reviewing tickets. > > However we occasionally make changes to a queue such as adding a new > custom field. This does not get filled in for historical tickets (too > many) only new ones. When reviewing the old tickets auditors ask why the > fields were not filled in correctly. > > We handle this by keeping a separate log of changes we make to queues > and when they were made. > > My question is: does anyone else keep track of the changes they make to > queues, and if so, how do you do it? Is there any way to do this within > RT - I would love to do so but have no idea where to begin. > > thanks > Gordon > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sa...@bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com