Daniel, It is certainly possible to write a scrip that updates custom field values when other custom fields,or core RT fields change. It is also possible to have columns that are calculated on the fly as search results are returned, though it takes a bit more work because RT does not have callbacks in all the right places to make this simple, but it is doable.
If however you are looking to do calculations across multiple tickets, RT's search interface and search results display are not really conducive to that type of reporting. -Todd On Tue, Mar 1, 2011 at 6:44 PM, Daniel Farst <[email protected]> wrote: > I have a couple of things I'd like to do with RT and haven't been able to > find any clear answers how to do it, or if it's even possible. Can anyone > point me in the right direction? We'd like to do some simple calculations on > values stored in a custom fields and on values from those custom fields in > tickets returned from a saved search. > > Some background info: We use a queue in RT 3.8.8 to keep track of upcoming > orders we need to place with a ticket for each order. Those tickets have > custom fields tracking several values including order cost, what we're > charging for the order, order status, tracking numbers, etc.. > > I'm pretty sure I can accomplish this first part using scrips on a ticket > update, but would like confirmation. I'd like to have certain values in a > custom field calculated and updated when a different custom field value is > changed. i.e. I update the order total and the field holding what we're > charging for the order is automatically recalculated and updated as well. > > The second part I'm not sure about. I'd like to be able to have RT give me > the result of a calculation of the values in a custom field for the tickets > returned by a saved search (e.g. average value of the cost of orders from > user 'abc', sum of the cost of orders where custom field Order_Status = > Shipped, etc.). Is this doable by RT? Is there an extension that does this > that I would need to install? > > Thanks! > > -- > Daniel Farst > IT Support Coordinator > College of Arts and Sciences > Case Western Reserve University > > [email protected] > > Public key on keyserver.pgp.com
