[rt-users] Sharing a custom field between two queues

[Gene LeDuc]

Hi John,

I've set up queues (in v3.6.3) that share custom fields and had it work 
fine.  As I recall, you create the custom field globally and then assign it 
to whatever queues you want.  Assuming that queues A and B have the custom 
field PHONE assigned to them, the contents of PHONE should not change or 
disappear when the ticket gets moved between A and B.  If this is your 
setup but not your experience, maybe the permissions in each queue are 
different.

Regards,
Gene

At 04:10 PM 12/21/2007, John Rouillard wrote:
>Hi all:
>
>I have two queues with a custom field called assets. If a ticket is in
>queue A, and I fill in the assets field it works fine as long as the
>ticket stays in queue A. When I move the ticket to queue B, the assets
>field is empty. If I move it back to queue A the field is once again
>filled. We have to change the queue of a ticket as part of the
>workflow.
>
>I saw that custom fields can be defined globally, but just two queues
>of some 20 queues on our RT installation should have an assets custom
>field.
>
>I am running RT 3.2.2, is this the way it's supposed to work, or is it
>broken in 3.2.2? Is there some way to tell RT that the assets
>field of queue A and the assets field of queue B are the same field?
>
>--
>                                 -- rouilj
>
>John Rouillard
>System Administrator
>Renesys Corporation
>603-643-9300 x 111
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-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University