[rt-users] RT3.4.1 Custom fields

[Drew Barnes]

We use 2 queues as a result.  A printers queue with those custom fields, 
and a netops queue which covers everything else.  In both cases, the CF 
is called ProblemType.

Custom field in printers has
Toner
Fuser
Maintenance Kit
Rollers

Custom field in netops contains
Hardware
Software
Upgrade
PEBKAC

Maybe you could also try something like this?

DB


Ian Norton wrote:

> Hi All,
>
> Our student helpdesk service take calls on a number of different issues
> and I'm currently trying to convert them to using RT from an Access 
> database (sic).
>
> My stumbling block is that we want to set a number of custom fields 
> based on the type of query.  For example, if they take a call 
> regarding a faulty printer, we need RT to then present another custom 
> field so that we can describe the printer fault.
>
> I.E.
>
> Class of report: Printer fault
> Printer fault  : Paper jam / toner low / out of paper / it's on fire!
>
> We only want to see the printer fault custom fields for printer 
> faults.  Equally, we want other groupings with subsequent options 
> along these lines.
>
> Is anyone doing this or something similar?  I could do this with a 
> seperate web page, but I'm wondering if this is this the "Right 
> way(tm)" to do it, or is there a better and more suitable way?
>
> Thanks for a great product Jesse!
>
> Version information is:
> RT 3.4.1
> PostgreSQL 7.4.7.
> Fedora Core 3
>
> Regards, Ian.
> -- 
> Ian Norton
> Mail & Systems Support
> Lancaster University
> http://www.lancs.ac.uk/
>
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