Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
On Fri, Jul 15, 2011 at 10:50:25AM +1000, Joanne Keown wrote: BTW, does anyone know if the RT user manual (RT Essentials) been updated for RT4? O'Reilly commissions new editions based on demand. Writing to them to express your interest is probably the easiest thing to do. Luckily, many of the example configurations and basic concepts still apply in RT4, even if the screenshots are older. -kevin pgpm5rUmtP96W.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
Thanks Kevin, will do. Kind regards Jo Jo Keown, MBusAdmin(Mgt), MIPA IS Business Analyst Colorado Group Ltd 100 Melbourne Street South Brisbane QLD 4101 Ph: +61 7 3877 3399 Mobile: 0402 697 351 Email: joanne.ke...@coloradogroup.com.au Sign up to FUSION now for special member offers at 5 of Australia's leading fashion brands. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, 19 July 2011 12:54 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level On Fri, Jul 15, 2011 at 10:50:25AM +1000, Joanne Keown wrote: BTW, does anyone know if the RT user manual (RT Essentials) been updated for RT4? O'Reilly commissions new editions based on demand. Writing to them to express your interest is probably the easiest thing to do. Luckily, many of the example configurations and basic concepts still apply in RT4, even if the screenshots are older. -kevin 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
Hi Kevin, Thanks very much for the below. BTW, does anyone know if the RT user manual (RT Essentials) been updated for RT4? Kind regards Jo Jo Keown, MBusAdmin(Mgt), MIPA IS Business Analyst Colorado Group Ltd 100 Melbourne Street South Brisbane QLD 4101 Ph: +61 7 3877 3399 Mobile: 0402 697 351 Email: joanne.ke...@coloradogroup.com.au Sign up to FUSION now for special member offers at 5 of Australia's leading fashion brands. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, 14 July 2011 12:26 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level On Wed, Jul 13, 2011 at 09:10:13AM +1000, Joanne Keown wrote: Does anyone know of a more elegant way of dealing with that number of Tickets? Because I have to put all my CF's applying to Tickets, I have over 20 CF's to deal with. It would be nice to be able to arrange/group them on the screen so that the workflow is a bit more elegant. Some folks use overlays to separate them. You can order them in the Admin UI. RT4 added a lot more css and html changes to make this easier, but still no grouping. -kevin Would love some hints if anyone has achieved this. PS: Hi Yan; I have just moved all my Upload CF's as applying to Tickets as well. I can now find these against the relevant ticket. But, as I said above, it's pretty messy and difficult to deal with. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, 13 July 2011 8:01 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level On Tue, Jul 12, 2011 at 09:55:21AM +1000, Joanne Keown wrote: I'm obviously missing something. I have created a number of custom fields and set them as applying to Ticket Transactions, on the expectation that these would allow me to capture ticket data that I could both report on and update over a period of time. However, I notice that any data I captured against these is not being `saved' against the ticket. Ticket Transaction Custom Fields apply to Ticket Transactions. They're displayed inline in the ticket history between the header and the content of the transaction. If you want to save it against the ticket, you want Ticket Custom Fields. You cannot search on Transaction Custom Fields, however all the data is available in the Database. -kevin I am getting the impression that, even though it's called Ticket Transactions, it's not actually capturing the data at the ticket level and that my only option might be to put all these Custom Fields as applying to Tickets. This option isn't desirable as there will now be over 20 Custom Fields on one page - quite overwhelming. As this group of cf's are designed to capture process steps taken by our Customer Services staff in resolving a ticket (also capture notes and file attachments at stages), they provide a prompter as to what step is next in the resolution process and what stage the ticket is at. Does anyone know of another way of separating the main ticket entry cf's (Meta data) from the transactional/workflow cf's? 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
On 12 Jul 2011, at 23:10, Yan Seiner wrote: This explains why I have not been able to get this to work. :-) I am trying to figure out some way of tagging specific transactions. I have users who upload specific documents, or make specific comments, that need to be tagged a certain way. For example, one of our engineers might upload a cost estimate to a ticket. I want that transaction to be tagged as a cost estimate, so we can find it later on. Is there any way to do that? I don't want to rely on file names, as this gets dicey. Any way to add a tag to a transaction that is searchable? I can think of a bit of a hack; you could have a scrip which notices such transactions, and adds the transaction ID to a ticket level custom field. You can then search on that custom field, and probably do something to make the results a clickable link to the transaction in question. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
On Wed, Jul 13, 2011 at 09:10:13AM +1000, Joanne Keown wrote: Does anyone know of a more elegant way of dealing with that number of Tickets? Because I have to put all my CF's applying to Tickets, I have over 20 CF's to deal with. It would be nice to be able to arrange/group them on the screen so that the workflow is a bit more elegant. Some folks use overlays to separate them. You can order them in the Admin UI. RT4 added a lot more css and html changes to make this easier, but still no grouping. -kevin Would love some hints if anyone has achieved this. PS: Hi Yan; I have just moved all my Upload CF's as applying to Tickets as well. I can now find these against the relevant ticket. But, as I said above, it's pretty messy and difficult to deal with. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, 13 July 2011 8:01 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level On Tue, Jul 12, 2011 at 09:55:21AM +1000, Joanne Keown wrote: I'm obviously missing something. I have created a number of custom fields and set them as applying to Ticket Transactions, on the expectation that these would allow me to capture ticket data that I could both report on and update over a period of time. However, I notice that any data I captured against these is not being `saved' against the ticket. Ticket Transaction Custom Fields apply to Ticket Transactions. They're displayed inline in the ticket history between the header and the content of the transaction. If you want to save it against the ticket, you want Ticket Custom Fields. You cannot search on Transaction Custom Fields, however all the data is available in the Database. -kevin I am getting the impression that, even though it's called Ticket Transactions, it's not actually capturing the data at the ticket level and that my only option might be to put all these Custom Fields as applying to Tickets. This option isn't desirable as there will now be over 20 Custom Fields on one page - quite overwhelming. As this group of cf's are designed to capture process steps taken by our Customer Services staff in resolving a ticket (also capture notes and file attachments at stages), they provide a prompter as to what step is next in the resolution process and what stage the ticket is at. Does anyone know of another way of separating the main ticket entry cf's (Meta data) from the transactional/workflow cf's? pgpgHO9P2Ku5X.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
On Tue, Jul 12, 2011 at 09:55:21AM +1000, Joanne Keown wrote: I'm obviously missing something. I have created a number of custom fields and set them as applying to Ticket Transactions, on the expectation that these would allow me to capture ticket data that I could both report on and update over a period of time. However, I notice that any data I captured against these is not being `saved' against the ticket. Ticket Transaction Custom Fields apply to Ticket Transactions. They're displayed inline in the ticket history between the header and the content of the transaction. If you want to save it against the ticket, you want Ticket Custom Fields. You cannot search on Transaction Custom Fields, however all the data is available in the Database. -kevin I am getting the impression that, even though it's called Ticket Transactions, it's not actually capturing the data at the ticket level and that my only option might be to put all these Custom Fields as applying to Tickets. This option isn't desirable as there will now be over 20 Custom Fields on one page - quite overwhelming. As this group of cf's are designed to capture process steps taken by our Customer Services staff in resolving a ticket (also capture notes and file attachments at stages), they provide a prompter as to what step is next in the resolution process and what stage the ticket is at. Does anyone know of another way of separating the main ticket entry cf's (Meta data) from the transactional/workflow cf's? pgpqf6UTHyKpi.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
On Tue, July 12, 2011 3:00 pm, Kevin Falcone wrote: On Tue, Jul 12, 2011 at 09:55:21AM +1000, Joanne Keown wrote: I'm obviously missing something. I have created a number of custom fields and set them as applying to Ticket Transactions, on the expectation that these would allow me to capture ticket data that I could both report on and update over a period of time. However, I notice that any data I captured against these is not being `saved' against the ticket. Ticket Transaction Custom Fields apply to Ticket Transactions. They're displayed inline in the ticket history between the header and the content of the transaction. If you want to save it against the ticket, you want Ticket Custom Fields. You cannot search on Transaction Custom Fields, however all the data is available in the Database. This explains why I have not been able to get this to work. :-) I am trying to figure out some way of tagging specific transactions. I have users who upload specific documents, or make specific comments, that need to be tagged a certain way. For example, one of our engineers might upload a cost estimate to a ticket. I want that transaction to be tagged as a cost estimate, so we can find it later on. Is there any way to do that? I don't want to rely on file names, as this gets dicey. Any way to add a tag to a transaction that is searchable? 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
Thanks Kevin. Does anyone know of a more elegant way of dealing with that number of Tickets? Because I have to put all my CF's applying to Tickets, I have over 20 CF's to deal with. It would be nice to be able to arrange/group them on the screen so that the workflow is a bit more elegant. Would love some hints if anyone has achieved this. PS: Hi Yan; I have just moved all my Upload CF's as applying to Tickets as well. I can now find these against the relevant ticket. But, as I said above, it's pretty messy and difficult to deal with. Kind regards Jo Jo Keown, MBusAdmin(Mgt), MIPA IS Business Analyst Colorado Group Ltd 100 Melbourne Street South Brisbane QLD 4101 Ph: +61 7 3877 3399 Mobile: 0402 697 351 Email: joanne.ke...@coloradogroup.com.au Sign up to FUSION now for special member offers at 5 of Australia's leading fashion brands. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, 13 July 2011 8:01 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level On Tue, Jul 12, 2011 at 09:55:21AM +1000, Joanne Keown wrote: I'm obviously missing something. I have created a number of custom fields and set them as applying to Ticket Transactions, on the expectation that these would allow me to capture ticket data that I could both report on and update over a period of time. However, I notice that any data I captured against these is not being `saved' against the ticket. Ticket Transaction Custom Fields apply to Ticket Transactions. They're displayed inline in the ticket history between the header and the content of the transaction. If you want to save it against the ticket, you want Ticket Custom Fields. You cannot search on Transaction Custom Fields, however all the data is available in the Database. -kevin I am getting the impression that, even though it's called Ticket Transactions, it's not actually capturing the data at the ticket level and that my only option might be to put all these Custom Fields as applying to Tickets. This option isn't desirable as there will now be over 20 Custom Fields on one page - quite overwhelming. As this group of cf's are designed to capture process steps taken by our Customer Services staff in resolving a ticket (also capture notes and file attachments at stages), they provide a prompter as to what step is next in the resolution process and what stage the ticket is at. Does anyone know of another way of separating the main ticket entry cf's (Meta data) from the transactional/workflow cf's? 2011 Training: http://bestpractical.com/services/training.html
