Re: [rt-users] On saving changes to a ticket edit page displayed
On Fri, Aug 21, 2009 at 10:54:10AM +1000, gor...@cryologic.com wrote: I know this has been mentioned before but I haven't been able to find in the lists the reason for this small, possible inconsistency. When you Update a ticket after adding a comment the modified ticket is displayed. When you Save Changes to a ticket, after modifying fields in the edit Basics page (for instance) the edit window remains displayed, rather than returning to the ticket display page. I am sure there is a logical reason for this, and am just trying to find out what it is to provide our users with an explanation. thanks Gordon Hi Gordon, One reason is that certain scip actions can be based on the settings of particular fields. So you need to first set one field and then another to produce the correct action. One field we have is whether or not to send E-mail when a ticket is resolved. To have this work you first need to set that field and then resolve the ticket. Otherwise the mail is sent. That is one example but having to re-enter the basics screen over and over would be clumsy at best. Regards, Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On saving changes to a ticket edit page displayed
One reason is that certain scip actions can be based on the settings of particular fields. So you need to first set one field and then another to produce the correct action. One field we have is whether or not to send E-mail when a ticket is resolved. To have this work you first need to set that field and then resolve the ticket. Otherwise the mail is sent. That is one example but having to re-enter the basics screen over and over would be clumsy at best. It's not clear why this is a two step process, you can set custom fields when replying to the ticket. If you do not wish to reply or comment, you could still do this with Jumbo. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On saving changes to a ticket edit page displayed
On Fri, Aug 21, 2009 at 11:19:12AM -0400, Jerrad Pierce wrote: One reason is that certain scip actions can be based on the settings of particular fields. So you need to first set one field and then another to produce the correct action. One field we have is whether or not to send E-mail when a ticket is resolved. To have this work you first need to set that field and then resolve the ticket. Otherwise the mail is sent. That is one example but having to re-enter the basics screen over and over would be clumsy at best. It's not clear why this is a two step process, you can set custom fields when replying to the ticket. If you do not wish to reply or comment, you could still do this with Jumbo. If the custom field is not set before the reply/resolve scrip is executed, the notice still goes out. Then the CF value is changed. Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] On saving changes to a ticket edit page displayed
I know this has been mentioned before but I haven't been able to find in the lists the reason for this small, possible inconsistency. When you Update a ticket after adding a comment the modified ticket is displayed. When you Save Changes to a ticket, after modifying fields in the edit Basics page (for instance) the edit window remains displayed, rather than returning to the ticket display page. I am sure there is a logical reason for this, and am just trying to find out what it is to provide our users with an explanation. thanks Gordon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
