[rt-users] Custom field values based on queue?

[Kenneth Crocker]

Jim,

I have a Custom Field named "Work-State". It is used by many, many Queues.
Not all Queues have the same processes that would be defined in
"Work-State", therefore, each Queue can distinguish THEIR values in
"Work-State" by making them all part of a category that is different that
the others. In this case, they use their Queue Name as the Category. So, the
CF "Work-State" has several Queues using a different set of values
differentiated by the category (their Queue Name). Simple, right? LOL.
Here's an example:

sort field         name(value)      descript                  category
  10                 In-Progress                                   GL
  20                 On Hold                                        GL
 110                Waiting for Req                              AP
 120                Waiting for Decision                       AP

When in a TIcket, the display screen/page offers the user a chance to select
the category. SO let's select "AP". The only values I will then see will be
the "Waiting ..." values.

Does that make it a little clearer?

Kenn
LBNL

On Fri, Sep 9, 2011 at 7:12 AM, Jim Lesinski <jim.lesinski at gmail.com> wrote:

> Sorry about that last email. I pulled the trigger too quickly!
>
> So do you mean you have one custom field that is the same as the queue name
> and base the other custom field on this? Or does the custom field actually
> use the queue name?
>
> Thanks,
> Jim
>
> On Thu, Sep 8, 2011 at 6:33 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
>
>> Jim,
>>
>>
>> What we do when we have a CF that needs different values per Queue is put
>> the Queue Name in the Category Field of the CF and then when someone wants
>> to select, they select the Category first, then they see a smaller list to
>> select from based oin that Category/Queue Id.
>>
>> I'm not sure if this is what you're looking for, but it's a thought.
>>
>> Hope it helps.
>>
>> Kenn
>> LBNL
>>
>>
>> On Thu, Sep 8, 2011 at 2:55 PM, Jim Lesinski <jim.lesinski at gmail.com>wrote:
>>
>>> Ok that seems odd to me. How do you distinguish the field then if you
>>> want to access it via API or other methods like controls by email?
>>>
>>> Maybe the description can be used to determine the field
>>> In the ui?
>>>
>>> Thanks,
>>> Jim Lesinski
>>>
>>> On Sep 8, 2011, at 11:14 PM, Kevin Falcone <falcone at bestpractical.com>
>>> wrote:
>>>
>>> > On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote:
>>> >> Is it possible to base custom field values on the queue? I see that
>>> >> you can have cascading drop down lists based on a previously
>>> >> selected custom field value. I'd like the same thing but starting at
>>> >> the queue level.
>>> >
>>> > Custom Fields can be assigned on a queue vs global basis, so just
>>> > create one for each queue with different values.
>>> >
>>> > They're allowed to have the same name in each queue, but you may find
>>> > it a bit confusing if you're writing code around it and forget to
>>> > specify a queue.
>>> >
>>> > -kevin
>>> > --------
>>> > RT Training Sessions (http://bestpractical.com/services/training.html)
>>> > *  Chicago, IL, USA — September 26 & 27, 2011
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>>> --------
>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>> *  Chicago, IL, USA  September 26 & 27, 2011
>>> *  San Francisco, CA, USA  October 18 & 19, 2011
>>> *  Washington DC, USA  October 31 & November 1, 2011
>>> *  Melbourne VIC, Australia  November 28 & 29, 2011
>>> *  Barcelona, Spain  November 28 & 29, 2011
>>>
>>
>>
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> *  Chicago, IL, USA — September 26 & 27, 2011
>> *  San Francisco, CA, USA — October 18 & 19, 2011
>> *  Washington DC, USA — October 31 & November 1, 2011
>> *  Melbourne VIC, Australia — November 28 & 29, 2011
>> *  Barcelona, Spain — November 28 & 29, 2011
>>
>
>
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