[rt-users] Keyword concept confusion

[justin m. clayton]

Thanks to Marc for the excellent Keyword tutorial howto. Maybe that should
be online rather than in a .zip file...

I still have a question as to whether or not my original plan can be
executed. I have two meta-keywords, Bug and Request (both listed under
Classification organization as per Marc's howto), and then other
keywords contained inside those two (Bug/Software or Request/Purchase). I
want to be able to add a search value for Request/* or Bug/*. It looks
like this isn't possible unless I explicitly include search values for
every keyword. Just searching for Bug isn't enough.

Is this a feature request, or an ignorant user?

On Sun, 17 Mar 2002, justin m. clayton wrote:

> Date: Sun, 17 Mar 2002 22:29:59 -0800 (PST)
> From: justin m. clayton <justincl at u.washington.edu>
> To: RT Users Mailing List <rt-users at lists.fsck.com>
> Subject: [rt-users] Keyword concept confusion
>
> Hi all,
>
> I've just come up from the ranks of RT1 to RT2 and am a bit confused about
> the new Keywords stuff. It looks powerful, but unfortunately the docs are
> a bit sketchy at this point (or I don't get them). Can someone please
> explain it to me in the context of what I want to do?
>
> Basically, I want to mirror the selection of Areas a la RT1, only with
> some heirarchy. So, I want to tag a ticket as a bug, project, request,
> etc. I also optionally provide more specific info (software request vs
> configuration request or request for purchase of equipment), and still be
> able to search based on any level of heirarchy (so, search for
> Request/Software, or just for all Requests).
>
> I *thought* that I just defined this order in Configuration.Keywords, but
> I guess that's not how it's done. Where do Keyword Selections come in to
> play? I plan to apply these keyword sets to all queues at the moment, but
> would also like to know how to deal with the possibility of setting up
> alternates for a different queue at some point.
>
> Thanks in advance for all your help. RT2 is a great product!
>
>

-- 
Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl at u.washington.edu
206/543.2523  EE/CSE 307F