Jim, I have a Custom Field named "Work-State". It is used by many, many Queues. Not all Queues have the same processes that would be defined in "Work-State", therefore, each Queue can distinguish THEIR values in "Work-State" by making them all part of a category that is different that the others. In this case, they use their Queue Name as the Category. So, the CF "Work-State" has several Queues using a different set of values differentiated by the category (their Queue Name). Simple, right? LOL. Here's an example:
sort field name(value) descript category 10 In-Progress GL 20 On Hold GL 110 Waiting for Req AP 120 Waiting for Decision AP When in a TIcket, the display screen/page offers the user a chance to select the category. SO let's select "AP". The only values I will then see will be the "Waiting ..." values. Does that make it a little clearer? Kenn LBNL On Fri, Sep 9, 2011 at 7:12 AM, Jim Lesinski <[email protected]> wrote: > Sorry about that last email. I pulled the trigger too quickly! > > So do you mean you have one custom field that is the same as the queue name > and base the other custom field on this? Or does the custom field actually > use the queue name? > > Thanks, > Jim > > On Thu, Sep 8, 2011 at 6:33 PM, Kenneth Crocker <[email protected]> wrote: > >> Jim, >> >> >> What we do when we have a CF that needs different values per Queue is put >> the Queue Name in the Category Field of the CF and then when someone wants >> to select, they select the Category first, then they see a smaller list to >> select from based oin that Category/Queue Id. >> >> I'm not sure if this is what you're looking for, but it's a thought. >> >> Hope it helps. >> >> Kenn >> LBNL >> >> >> On Thu, Sep 8, 2011 at 2:55 PM, Jim Lesinski <[email protected]>wrote: >> >>> Ok that seems odd to me. How do you distinguish the field then if you >>> want to access it via API or other methods like controls by email? >>> >>> Maybe the description can be used to determine the field >>> In the ui? >>> >>> Thanks, >>> Jim Lesinski >>> >>> On Sep 8, 2011, at 11:14 PM, Kevin Falcone <[email protected]> >>> wrote: >>> >>> > On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote: >>> >> Is it possible to base custom field values on the queue? I see that >>> >> you can have cascading drop down lists based on a previously >>> >> selected custom field value. I'd like the same thing but starting at >>> >> the queue level. >>> > >>> > Custom Fields can be assigned on a queue vs global basis, so just >>> > create one for each queue with different values. >>> > >>> > They're allowed to have the same name in each queue, but you may find >>> > it a bit confusing if you're writing code around it and forget to >>> > specify a queue. >>> > >>> > -kevin >>> > -------- >>> > 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 >>> -------- >>> 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 >>> >> >> >> -------- >> 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 >> > >
-------- 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
