Sure. We're still looking at RT, but I am familiar with the concept of custom fields as they are used in various systems that we currently use (ie SharePoint, MSCRM, Umbraco, various others, etc)
Currently I am trying to understand what our options are for arranging the custom fields to capture data from both the end user (employee) submitting a request and the employee responding to the request. As I understand it currently, we can integrate a custom web form via the rest interface to capture end user input. Ideally I would like to arrange the default portal forms in something other than a single or two column layout. Additionally I would like to arrange the owners view of the fields to more than a single or two column layout. I was hoping formtools would assist in achieving this. I have read other articles suggesting the use of a custom page which is redirected to based on the queue that is loaded. Does that help? Thanks, Jim Lesinski On Jan 31, 2012, at 10:18 AM, Bart <[email protected]> wrote: > Hi, > > Could you explain what your trying to achieve? Maybe we can give some input > on the options that you have (we're kinda shooting in the dark now). > > A CF is an extra field which can have predefined input or contains open > input. It's considered extra information for a ticket. > > In our case we have a set of the following CF's (as an example): > Ticket type (incident, problem, change, etc.), done with a dropdown menu. > Item A, B and C (CI items), done with a dropdown menu. > Requestor organization, based on the organization set at the requestor we > fill this field with that value (handy for the ticket overview / search > capabilities). > So I guess you could say that a CF adds information to a ticket, depending on > your scrips it could even set a comment upon setting a value in a CF. > > > -- Bart > > > Op 30 januari 2012 22:20 schreef Jim Lesinski <[email protected]> het > volgende: > Are the custom fields used to push data into the tickets somehow? If so that > may be sufficient for our need. > > Thanks, > Jim Lesinski > > > On Jan 30, 2012, at 7:28 PM, Kevin Falcone <[email protected]> wrote: > > > On Sun, Jan 29, 2012 at 07:52:27PM +0100, Jim Lesinski wrote: > >> Can rt-extension-formtools allow modifying the field layout in RT4.0.4? If > >> there is documentation for this add on or an example of its use somewhere > >> that would be helpful. > > > > rt-extension-formtools is for building custom forms, not for modifying > > the default layout of Ticket/Create.html or Ticket/Update.html > > > > -kevin > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Boston � March 5 & 6, 2012 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston March 5 & 6, 2012 >
-------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
