On Tue, 24 Nov 2009 10:35:31 +1100, [email protected] said: > 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?"
I would do this: 1) Create the new custom field, and add any selection values to it that you'll need (if it's not a fill-in-the-blank type CF) 2) Also add a selection value of "Field not available at time of ticket creation" 3) Using Bulk Update, set that CF value to "Field not available at time of ticket creation" for all existing tickets 4) Go back to the custom field settings, delete the value "Field not available at time of ticket creation" as an option 5) Explain to the auditors that new fields are added every so often, and explain the procedure you went through to set that value, emphasizing that by removing that particular value as an option, users are unable to set any new ticket custom field to that value. That should hopefully be sufficient to satisfy everyone... _______________________________________________ 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
