All,
We are looking to try to customize RT to get a little additional information
out of it easily. We are most interested in SLAs. I've created a custom
ColumnMap that adds the following:
Response Time - Time between when the ticket was created and
the when the ticket was "Started". Started gets set via script on first
response....if it is not already set.
Resolve Time - Time between when the ticket was created and
when the ticket was "Resolved"
Shift - We rotate coverage, this tracks who should initially
have been responsible for the ticket based on time of day.
I've also add the custom searches to the BuildFormatString. This helps tell us
a great deal about the ticket, but I would like to do more with this
information.
Can I add the ability to Sort or Add Criteria using custom values?
When I click on the field to sort by the customized column, the tickets all
disappear. Is it possible to sort tickets based on a custom ColumnMap
(calculated from the ticket values)? Is it possible to create customized
searches base on customized fields (calculated from the ticket values)? Is it
possible to export these values to Excel?
I know I could make this all work with Custom Fields, but I do not want to give
our users the ability to change this information....but that just seems a
little messy.
-Jennifer
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
