[rt-users] Tracking changes to queue structure

[Nick Kartsioukas]

On Tue, 24 Nov 2009 10:35:31 +1100, gordon at cryologic.com said:
> 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?"

I would do this:
1) Create the new custom field, and add any selection values to it that
you'll need (if it's not a fill-in-the-blank type CF)
2) Also add a selection value of "Field not available at time of ticket
creation"
3) Using Bulk Update, set that CF value to "Field not available at time
of ticket creation" for all existing tickets
4) Go back to the custom field settings, delete the value "Field not
available at time of ticket creation" as an option
5) Explain to the auditors that new fields are added every so often, and
explain the procedure you went through to set that value, emphasizing
that by removing that particular value as an option, users are unable to
set any new ticket custom field to that value.

That should hopefully be sufficient to satisfy everyone...