[rt-users] custom fields best practices

[Emmanuel Lacour]

On Wed, Dec 09, 2009 at 03:18:52PM -0500, Jerrad Pierce wrote:
> >global
> Globals are not a type unto themselves, but a scope for the other types.
> This seems most useful for tickets where you want a CF to be available
> for most if not all of your queues (and if not all, it's presence is not
> a problem in the others) e.g; a Tags field.
> 
> The ticket and transaction CFs can be queue-specific or global.
> 
> >queues
> No idea.
> 

You can set some customfields on queues to add informations on them.
Then you can modify the RT UI to display those informations or you can
use this information in your scrips (if ticket fall in a queue with cf X
= value Y, then do something).
Can be very usefull in some circumstances.
If you want to be able to find all tickets that are in a queue with CF x
= value Y, you cannot do this with the RT search system, so one solution
is to add also a customfield on tickets named x, and create a scrip that
fill this customfield with value of corresponding queue customfield when
a ticket is created or moved to this queue.