Thanks Ken, I use this feature for some fields but others require information specific to a ticket (eg description of product design change). Also, reviewers of historical tickets can still ask the question: "why wasn't the field filled in when the ticket was active?"
Gordon Ken Crocker wrote: > 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, [email protected] 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: [email protected] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
