[rt-users] Custom Fields per queue

[Carlos Garcia Montoro]

Hi Kevin,

Version 3.8.4 allows you to show custom fields per queue in dashboards, 
even if they are not global custom fields. In order to do that, you have 
to create a query which should show the custom field you want as part of 
its result (ensure that you select the column you want as part of the 
Display Columns when you are generating the query). Then you only have 
to use this query as part of your dashboard, and it will show the custom 
field you want. If it doesn't work for you, perhaps it is the version of 
RT you are using, or perhaps you have a Rights issue, but I don't think 
so...

Good luck and regards.
Carlos

Kevin Gagel wrote:
> I'm not sure what you mean by correct result. But I recently figured out 
> a problem I was having with queues and custom fields. Mine related more 
> to a dashboard's ability to see the custom field. It seems that if the 
> custom field is a queue only field then the dashboard cannot be setup to 
> show a column using that custom field. On the other hand if the custom 
> field is setup as a global field it shows up readily as choice for a 
> column to be picked as displayable in the dashboard.
> 
> I've setup my install so that custom fields intended for a queue are 
> only there and ones that should be in all queues are globally setup. 
> Perhaps that is what you need to do...
> 
> 
> Kevin W. Gagel
> Network Administrator
> Local 5448
> My blog:
> http://mail.cnc.bc.ca/blogs/gagel
> My shared files:
> http://mail.cnc.bc.ca/users/gagel
> 
> 
> --- Original message ---
> Subject: [rt-users] Custom Fields per queue
> From: Rich West <Rich.West at wesmo.com>
> To: <RT-Users at lists.bestpractical.com>
> Date: 08/07/2009 1:52 PM
> 
> We are ramping up our RT install here to provide more expanded services. I
> did the original install (I seem to install this at every job I go to), but
> it is now getting handed off to another manager, and, with my help, we are
> adjusting it to fit a working model that he has built. I've been using RT
> for years (and years.. and years.. and years..), and even encouraged the
> guys here to buy the book (two copies) so as to train them on the inner
> workings of the interface.
> We are now at the point where we want certain custom fields for the
> different queues. We have about 8 different queues that we support and we
> are trying to apply custom fields to different queues. For example, we have
> defined one custom field pull-down called "Priority" with several options
> that we want applied to all of the queues, one custom field called "IT
> Category" with a pull down of several options that we want applied to our
> "Desktop Support" queue, and one custom field called "IDX Category" with a
> pull down of several options that we want applied to our "Applications"
> queue.
> The web interface seems rather straight forward once you work through it a
> couple of times, but I cannot seem to have the correct end result. Am I
> missing something here?
> Thanks!
> -Rich
> RT 3.8.4
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-- 
  _______ _______________________________________________________________
| __ __ | Carlos García Montoro                    Ingeniero Informático
|_\_Y_/_| Instituto de Física Corpuscular         Centro Mixto CSIC - UV
|\_] [_/| Servicios Informáticos
|  [_]  | Edificio Institutos de Investigación        cgarcia at ific.uv.es
|C S I C| Apartado de Correos 22085 E-46071 Valencia  Tel: +34 963543706
|_______| España / Spain                              Fax: +34 963543488
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