[rt-users] Tracking changes to queue structure

[gordon at cryologic.com]

Nice idea, I like it!

thanks
Gordon


Nick Kartsioukas wrote:
> 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...
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