I've seen plenty of reasons to use Custom Fields on tickets and have done so for years. What I've never been able to figure out was: Why use them on transactions?
For my technicians, adding CFs in the Comment or Reply screens makes the most sense. We currently use CFs on the ticket (not transation) level. This means that when my techs reply to an end user and, they then have to going back to the ticket and then the Basics screen. This is a bit cumbersome. Not so cumbersome that it can't be done. Its just cumbersome enough that we we tend to forget to do it. So I was hoping to bring that into the Comment/Reply/Resolve page. Transaction level CFs do that, but they then loose almost all other advantages, like searching. Am I missing something? Is there a way to use CFs on the Comment/Reply/Resolve page and have them apply to the ticket level? Is there away to search based on the contents of CFs that are on a transaction level? Thanks, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org
