Dnia 2012-06-14, czw o godzinie 07:50 -0400, Jaime Kikpole pisze: > 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.
I don't get it. Anyone, who worked on the ticket should leave a comment/reply, so you can obtain the list of people who worked on a ticket by parsing ticket transactions. Therefore your CF is redundunt to built-in functionality and according to Occam's razor you just shouldn't use it. Regards, -- Robert Wysocki administrator systemów linuksowych Contium S.A., http://www.contium.pl
