[rt-users] Request for comments: Configurable Status

[Ruslan U. Zakirov]

Kelly D. Lucas wrote:
> Kelly,
> 
> Good point about searching, as that is one key area that my corporate 
> management will insist upon.
> 
> So I'm curious is there is an easy way to search on custom fields?
Yes, it's possible.
http://wiki.bestpractical.com/?FAQ

> 
> kdl
> 
> K.D. Lucas
> lucaskeli at fastmail.fm
> 
> 
> 
> Kelly F. Hickel wrote:
> 
>> Our support group really wanted to do custom status via the status
>> field, and not by custom fields.  Primarily because the custom fields
>> are not integrated into the search, resolution, report "screens" (as
>> reported by others).  So, either customer status values (which we have
>> now), or better integration of custom fields would solve that issue.
>>
>> I'd also like to be able to do scrips based on status changes, which I
>> think I can do now, but haven't gotten into scrips that much.  It seems
>> to me that by doing this, you've covered the more complex workflow
>> scenarios, without making it too difficult for beginning users......
>>
>> -- 
>> Kelly F. Hickel
>> Senior Software Architect
>> MQSoftware, Inc.
>> 952.345.8677
>> kfh at mqsoftware.com
>>
>>
>>  
>>
>>> -----Original Message-----
>>> From: Jesse [mailto:jesse at bestpractical.com]
>>> Sent: Wednesday, June 23, 2004 4:09 PM
>>> To: rt-users at lists.bestpractical.com
>>> Subject: [rt-users] Request for comments: Configurable Status
>>>
>>>
>>> In the traditional RT model, the "Status" field is a simple, limited
>>> list of possible states that a ticket can be in. Roughly: untouched,
>>> active, temporarily inactive, permanently inactive.  For more advanced
>>> workflow, we've recommended that users create custom fields or use
>>> multiple queues to represent different workflow stages.  Of late,
>>> there's been an upswing in the number of users who would rather simply
>>> modify the existing "status" field.
>>>
>>> Would a simple editable per-queue ordered list of possible statuses
>>> (stati?) be sufficient for your needs?  Do you need to control which
>>> status transitions are allowed? Do you need to be able to lock down
>>> certain statuses such that they're only selectable by specific users?
>>>
>>>
>>>     Best,
>>>     Jesse
>>>
>>>
>>> -- 
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> RT Developer and Administrator training is coming to LA, DC and
>>>   
>>
>> Frankfurt
>>  
>>
>>> this spring and summer.
>>> http://bestpractical.com/services/training.html
>>>
>>> Sign up early, as class space is limited.
>>>   
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> RT Developer and Administrator training is coming to LA, DC and 
>> Frankfurt this spring and summer.
>> http://bestpractical.com/services/training.html
>>
>> Sign up early, as class space is limited.  
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and 
> Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited.