[rt-users] Tracking changes to queue structure

[gordon at cryologic.com]

Thanks Ken,

I use this feature for some fields but others require information 
specific to a ticket (eg description of product design change). Also, 
reviewers of historical tickets can still ask the question: "why wasn't 
the field filled in when the ticket was active?"

Gordon


Ken Crocker wrote:
> 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