[rt-users] Request for comments: Configurable Status

[Dave Dennis]

Custom Fields show up at the search ticket screen (in Refine Search) now, on the
queue I have set up with custom fields "Open Status" and "Resolve Status".

What we lack imho is once you "update all tickets at once" you cannot change
these custom fields, also when you are resolving a ticket individually, custom
fields don't appear there either.  If we had both of those, leaving the
status arrays alone would be fine for my org's workflow.

Kind regards,


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

On Thu, 24 Jun 2004, 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?
>
> 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.
>