[rt-users] use of keywords

[David Ryan]

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