[rt-users] SelfService Custom Fields

[Erik Spigle]

Hi

We're fairly close to being set on making RT and RTFM our help-desk / knowledge base solution for IT related issues.  There is one possibly trivial but very important (at least for what we're doing) detail that may hold us back, though.

We want to use RT as our epicenter of tech help with our company (<100 people).  We want to have the users to use the SelfService area of RT to file their own tickets and track them, etc.  It would GREATLY benefit our needs and efficiency to allow Custom Fields for Queues to be implemented for the SelfService area much in the same way it is for the Privileged area.  This way a user can first select the Queue, then depending on the Queue the Create Ticket page is displaced with the relevant Custom Fields.  We would run a couple Queues which would thus require some funcionality similar to the privileged area so only the Custom Fields relevant to the Queue are being used.

Now, I did do some list searching and I see that this is obviously not part of the package right now and that it is 'being looked into possibly.'  I think this was back in September from a mail archive. What is the update on this?  I would like to know if and how soon something like this will make it's way to the SelfService area.  If it will not, we may look further to see if some other package allows more flexibility in this realm.

Other than this minor shortcoming, RT seems to be a very solid product.  Hopefully we will find ourselves using it soon.

Thanks

Erik Spigle
Desktop Support Technician