[Rt-users] Custom Statuses

[Dave Dennis]

As stated previously, custom fields are absent from Update.html (when resolving
ticket).

If I go to resolve a ticket, there is no place to change the custom status I
created.

So that prevents a custom field from being of use as an extension to
a 'resolved' status, because it cannot be touched from the screen
where the user resolves the ticket.


+-------------------------
+ Dave Dennis
+ Seattle, WA
+ dmd at speakeasy.org
+ http://www.dmdennis.com
+-------------------------

On Fri, 16 Apr 2004, asterr wrote:

> The custom fields can be edited after the ticket is created in the "Basics"
> or "Jumbo" views.
>
> On Thu, 15 Apr 2004, Dave Dennis wrote:
>
> > Jesse,
> >
> > I did create custom fields, but was unable to get those to appear
> > in any drop-down other than in the ticket creation window.
> >
> > So custom fields are great, but here's what I ended up with:
> >
> > Enabled Custom Fields
> >
> > Resolved Status
> > Flags to indicate final status 	Select multiple values
> >
> > If thats not clear it is saying I created a custom field
> > called "Resolved Status" of "select multiple values" type.
> >
> > Then when I create the ticket in this queue, yep, there they are.
> >
> > But when I go to resolve -- oops -- no custom values.
> >
> > So it looks a little strange, and this was probably my fault,
> > by naming my Custom Field "Resolved Status" it sets up the
> > expectation that it would be modifyable on the resolve ticket
> > screens.  But I did, and it isn't.  :)
> >
> > It would be possible to use my flags, if we alter the workflow
> > and say "when resolving a ticket, visit two pages -- the
> > Custom Fields screen to set the resolved flag, and the
> > resolved screen, to actually resolve the ticket."  But that
> > is unacceptable, as we like to rip-n-read these tickets,
> > adding 5 clicks and a new screen's worth of work was deemed
> > "too much hassle" and discarded as a solution.  Seems odd,
> > I am sure, but having a '1 click' resolve is important when
> > you're slinging tickets all day.
> >
> > Thanks for your prompt response,
> >
> > Kind regards,
> >
> >
> > +-------------------------
> > + Dave Dennis
> > + Seattle, WA
> > + dmd at speakeasy.org
> > + http://www.dmdennis.com
> > +-------------------------
> >
> > On Thu, 15 Apr 2004, Jesse Vincent wrote:
> >
> > >
> > >
> > >
> > > On Thu, Apr 15, 2004 at 08:10:58AM -0700, Niedens, Travis wrote:
> > > > I guess my question would be then, why has it been chosen to be
> > > > unchangeable?  Is this so hard to change that it would cause a full re-write
> > > > of RT?  I would certainly hope that it was designed to eventually have all
> > > > fields customizable.  In most environments the standard ticket statuses are
> > > > just a small set of what can be.  I know I have been asked by my HelpDesk to
> > > > add 2 more ticket statuses.
> > >
> > > There's a pair of arrays in RT/Queue_Overlay.pm that define the statuses
> > > supported by RT. The default scrips and user interface do assume that
> > > you haven't removed any of the shipping statuses.
> > >
> > > But really, we recommend you create a custom field for your local status
> > > needs. It's much more flexible and means you never have to touch RT's
> > > source code.
> > >
> > > >
> > > >
> > > > Travis Niedens
> > > > Network Manager
> > > > University of Redlands
> > > >
> > > > -----Original Message-----
> > > > From: Derek J. Balling [mailto:dredd at megacity.org]
> > > > Sent: Thursday, April 15, 2004 4:20 AM
> > > > To: Dave Dennis
> > > > Cc: Best Practical Users
> > > > Subject: Re: [Rt-users] Custom Statuses
> > > >
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