[rt-users] Tracking changes to queue structure

[Ken Crocker]

Gordon,


That's where the comment comes in.

Kenn
LBNL

On 11/23/2009 3:35 PM, gordon at cryologic.com wrote:
> 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
>>>       
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