[rt-users] use of keywords

[Marc Hedlund]

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
> 
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