[rt-users] use of keywords

[Marc Hedlund]

I believe you need to do the latter (two keywords) -- as far as I know
keyword configuration is heirarchical, but not keyword search.

Marc Hedlund 
e: marc at precipice dot org

On Thu, 8 Nov 2001, David Ryan wrote:

> Marc,
> 
> Thanks for that.  I liked RT from the start and now I am getting to like
> it even more . . .
> 
> Quick question -
> Assume we have clients\boi, clients\aib and clients\nib and within
> clients\boi we have clients\boi\marc, clients\boi\david and
> clients\boi\jane
> Is it possible to construct a mechanism whereby we can say the contact
> for a particular ticket is clients\boi\david and then be able to search
> on the clients\boi bit ?  Or do we have to have two keywords, one for
> the person and one for the client ?
> 
> I know we can do the latter, but I just reckon the first one would be
> more logical
> 
> Thanks,
> 
> David Ryan,
> Baker Consultants
> 
> Marc Hedlund wrote:
> > 
> > To search on a keyword, first select the queue to which the keyword
> > applies, and hit "Refine".  You should get a new search form that includes
> > a search field for your keyword.  (It only shows up on a search for a
> > queue since otherwise every keyword in every queue would appear in each
> > search form.)
> > 
> > I've attached a keywords "howto" document I wrote in September that hasn't
> > (to my knowledge) made it onto the docs site (grumble!).  It may be
> > helpful...
> > 
> > Marc Hedlund
> > e: marc at precipice dot org
> > 
> > On Thu, 8 Nov 2001, David Ryan wrote:
> > 
> > > Hi all,
> > >
> > > I am working through keywords and have hit another little stumbling
> > > block - keywords.
> > >
> > > I think I understand the concept, but I can't seem to get them to work.
> > >
> > > At the top level (Configuration.Keywords) I have added a key called
> > > 'client' with three values representing external customers.
> > >
> > > Under Configuration.Queues.General.KeywordSelection I have created a key
> > > called 'contact' which has the settings 'single children of client 1
> > > level deep'
> > >
> > > Now when I go into a ticket I can assign a keyword called 'contact' with
> > > a value equal to one of the 'client' names I created earlier.
> > >
> > > So far, so good.
> > >
> > > However, I don't seem to be able to search on the keyword.  It would be
> > > nice to be able to create a search along the lines of 'all open tickets
> > > for client X', but I can't seem to find how to do this.
> > >
> > > Any help would be apprecaited.
> > >
> > > David Ryan,
> > > Baker Consultants
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > >
> > 
> >   ------------------------------------------------------------------------
> >                             Name: Keywords-HOWTO.zip
> >    Keywords-HOWTO.zip       Type: Zip Compressed Data (application/x-zip-compressed)
> >                         Encoding: BASE64
> >                      Description: HOWTO document
>