Re: [rt-users] Custom fields on transactions
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
Re: [rt-users] Custom fields on transactions
On Jun 15, 2012, at 2:35 AM, Robert Wysocki robert.wyso...@contium.pl wrote: 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. Is there a way to get a list of tickets based on who left comments? I didn't see that in the search or chart features in the GUI. If that does exist, that would definitely be preferable. I've been looking for that in every version of RT since 2.0.x. Therefore your CF is redundunt to built-in functionality and according to Occam's razor you just shouldn't use it. I'll agree that it's redundant if this functionality exists in the GUI, but I haven't found it. Thanks, Jaime P.S. - As a side note, you might want to double check the definition of Occam's Razor. You seem to be using a common misinterpretation.
[rt-users] Custom fields on transactions
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
Re: [rt-users] Custom fields on transactions
Excerpts from Jaime Kikpole's message of Thu Jun 14 07:50:35 -0400 2012: 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. The most straightforward way to approach this is to write a little Scrip which adds anyone who touches a ticket to either your ticket-level Work By CustomField or to the ticket AdminCcs. That way the tracking happens automatically at the ticket level (where it's easy to search for) rather than your techs having to tag themselves on each transaction. - Kevin
[rt-users] custom fields in transactions, sum of those in ticket header
Is it possible(without having to program it) to have a custom field for ticket transaction and have a sum of those fields in the ticket header, the same way as time worked works? thanks mk ___ 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
