[rt-users] Comment level custom fields functionality?

[AJ]

Perhaps something like this would work.

If you look at the RTIR code, they display hidden fields in the ticket. The
hidden fields are identified as such: _RTIR_<fieldname>.  Then in the RTIR
displays they show the fields using the ShowRTIRField element which finds
the custom field with that value.  The same idea is used for editing with
the EditRTIRField, and searching with the SearchRTIRField.   

In the Display.html they have something like:
    <td class=value colspan=2>
      <& /RTIR/Elements/ShowRTIRField, Ticket => $Ticket, Name => 'State' &>
    </td>

This displays the value of the hidden custom field _RTIR_State in the
ticket.

In the same manner, custom fields can be added to the comment section by
creating a hidden field called _COMMENT_<comment field name> (spaces can be
in the field name) and populating it with what you want.  Then modifying the
Show/EditRTIRField elements to recognize the _COMMENT_ fields.  

To display you would then add something like:
    <td class=value colspan=2>
      <& /Ticket/Elements/ShowCommentField, Ticket => $Ticket, Name =>
'<field name>' &>
    </td>
In the Display.html 

And in the Update.html add:
    <td class=value colspan=2>
      <& /RTIR/Elements/EditCOMMENTField, Ticket => $Ticket, Name => '<field
name>' &>
    </td>
 After the % if ($CanComment) {  where it auto selects the not sent to
requestors.

The last step would be to modify the Listing.html file so you can search on
it with something like:
<li><& /Ticket/Elements/SearchCOMMENTField, QueueObj => $QueueObj,
        Name => '<field name>' &>


It seems like a bit but if it was made global, instead of COMMENT use
something more general, the same functions could be used in any page that
displays, edits, or searches.


-----Original Message-----
From: rt-users-bounces at lists.fsck.com
[mailto:rt-users-bounces at lists.fsck.com] On Behalf Of Jim Rowan
Sent: Tuesday, December 02, 2003 4:18 PM
To: Kris Boutilier; rt-users at lists.fsck.com
Subject: RE: [rt-users] Comment level custom fields functionality?

YES!  

I had a meeting with my users just the other day, this was exactly what
we decided we needed.  They already use the time_worked field to track
their time, but they need to allocate it at the transaction level to
various buckets ("onsite/offsite", "billable/nonbillable").

I had not yet looked at how I might implement such a beast -- but I have
an immediate need and will work with you to do it, if you like.

> -----Original Message-----
> From: Kris Boutilier [mailto:Kris.Boutilier at scrd.bc.ca] 
> Sent: Tuesday, December 02, 2003 2:47 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Comment level custom fields functionality?
> 
> 
> Does anyone wish to see or has anyone undertaken to add 
> custom fields functionality at the Comment/Reply level?
> 
> We are using RT3 in our IT department for basic job tracking. 
> It's working well, but we'd like to be able to tag comment 
> records with markers to be able to produce management summary 
> reports. Ie. we'd like to be able to mark comments with 
> things like 'travel', 'meeting', 'purchasing', 'research' etc.
> 
> 
> >From this, combined with the Time Worked per comment, we could derive
> general summaries from a 'work type' perspective rather than 
> just from the individual ticket perspective. The idea being 
> to answer questions such as, 'Is travel to/from one 
> particular site hogging a disproportionate amount of time?' 
> or 'Is it taking more time to buy things than actually 
> planning the purchases?' 
> 
> I'm not looking to turn RT into a full time and billing 
> system, just to be able to add extra marker dimensions to the 
> existing superstructure...
> 
> Any comments?
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> 

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