[rt-users] Tracking changes to queue structure

[Ken Crocker]

Gordon,

RT has a "Bulk Update" feature which would allow you to add whatever 
value to specific Custom Fields on tickets in specific Queues as well as 
add comments to specific tickets in a queue. By specific, I mean 
whatever criteria you use for "selecting" the ticket you want to update.

Kenn
LBNL

On 11/23/2009 3:01 PM, gordon at cryologic.com wrote:
> RT provides an excellent history log of all activities relating to a 
> ticket. This provides an unchangeable record which auditors love when 
> reviewing tickets.
>
> However we occasionally make changes to a queue such as adding a new 
> custom field. This does not get filled in for historical tickets (too 
> many) only new ones. When reviewing the old tickets auditors ask why the 
> fields were not filled in correctly.
>
> We handle this by keeping a separate log of changes we make to queues 
> and when they were made.
>
> My question is: does anyone else keep track of the changes they make to 
> queues, and if so, how do you do it? Is there any way to do this within 
> RT - I would love to do so but have no idea where to begin.
>
> thanks
> Gordon
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