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Gordon,<br>
<br>
<br>
That's where the comment comes in.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 11/23/2009 3:35 PM, <a class="moz-txt-link-abbreviated" href="mailto:gordon@cryologic.com">gordon@cryologic.com</a> wrote:
<blockquote cite="mid:4B0B1C43.9030500@cryologic.com" type="cite">
<pre wrap="">Thanks Ken,
I use this feature for some fields but others require information
specific to a ticket (eg description of product design change). Also,
reviewers of historical tickets can still ask the question: "why wasn't
the field filled in when the ticket was active?"
Gordon
Ken Crocker wrote:
</pre>
<blockquote type="cite">
<pre wrap="">Gordon,
RT has a "Bulk Update" feature which would allow you to add whatever
value to specific Custom Fields on tickets in specific Queues as well as
add comments to specific tickets in a queue. By specific, I mean
whatever criteria you use for "selecting" the ticket you want to update.
Kenn
LBNL
On 11/23/2009 3:01 PM, <a class="moz-txt-link-abbreviated" href="mailto:gordon@cryologic.com">gordon@cryologic.com</a> wrote:
</pre>
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<pre wrap="">RT provides an excellent history log of all activities relating to a
ticket. This provides an unchangeable record which auditors love when
reviewing tickets.
However we occasionally make changes to a queue such as adding a new
custom field. This does not get filled in for historical tickets (too
many) only new ones. When reviewing the old tickets auditors ask why the
fields were not filled in correctly.
We handle this by keeping a separate log of changes we make to queues
and when they were made.
My question is: does anyone else keep track of the changes they make to
queues, and if so, how do you do it? Is there any way to do this within
RT - I would love to do so but have no idea where to begin.
thanks
Gordon
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