I've been using RT with various custom fields for years, but now its time to re-model those custom fields a bit. I thought that at least one of them, namely "Work By" (which includes a list of which technicians worked on the ticket), should get moved to the transaction level (vs. applying to the ticket) so that it would be easier to make data entries.
Currently, I have to search for all resolved tickets and then read them and then apply the correct names. This is cumbersome. So my hope is that al the techs could just tag their own name (and the names of anyone who helped them) whenever they made a comment or reply on the ticket. So I started playing with a new custom field named "test" to see if this would work. It seems OK for entering data, but I haven't found a way to search based on that custom field. Did I miss something? Are custom fields on transactions just not very useful? What kinds of goals should they be used to meet? Any advise is appreciated. Thanks, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org