[rt-users] Query Builder - Custom Fields

Wed Aug 4 06:30:34 EDT 2010

Kenn,

Thanks for that. Unfortunately they are not showing up so I assume (or
does that make an ass ... etc) it doesn't work the same for CF's
attached to Ticket Transactions. The one that is attached to Tickets is
showing up though.

Does anybody use these type of CF's and get them to work in Query
Builder (or do I need to use another method to search these).

Kind regards,

Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

Tel.: 0845 862 0292

Web: http://www.blueivy.co.uk

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 03 August 2010 18:21
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Query Builder - Custom Fields

Paul,

You have to "click" either of the "add these items" options. That will
then tell Query Builder what Queues you are using and it will then find
the CF's that are applied to the Queue(s) you listed.

I don't use Transaction Custom Fields so I'm not much use for advise
there. Sorry.

Hope this helps.

Kenn
LBNL

On Tue, Aug 3, 2010 at 9:51 AM, Paul Broadwith <
paul.broadwith at blueivy.co.uk> wrote:

Kenn,

I think I'm further forward.

I have three CF's - one attached to Tickets and 2 attached to Ticket
Transactions.

When I go into Query Builder, the CF attached to tickets is shown at the
bottom of the 'Add Criteria' list without me doing anything. However, I
can't see the CF's attached to Ticket Transactions. How do I get them to
show?

When you also say 'selected a queue' - do you mean, select Queue <Is>
'QUEUE NAME' and THEN they appear or do I have to click the 'Add these
terms' button and THEN they appear? Or have I missed something?

Kind regards,

Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

Tel.: 0845 862 0292

Web: http://www.blueivy.co.uk

From: rt-users-bounces at lists.bestpractical.com [mailto:
rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: 03 August 2010 16:26
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Query Builder - Custom Fields

Paul,

In Query Builder, Custom Fields are not available until you have
selected a Queue. Remember, Custom Fields are applied to Queues, soooooo
until you tell RT what Queue(s) you want to select from, it won't know
what CF's to offer.

Kenn
LBNL

On Mon, Aug 2, 2010 at 2:29 PM, Paul Broadwith <
paul.broadwith at blueivy.co.uk> wrote:

After my last post, and a response, I have setup a few custom fields to
use. However I'm unable to see them in the Query Builder so that I can
search on them.

I have attached the custom fields to Ticket Transactions, applied them
to all objects and I have create a ticket update and entered data into
the fields. However, I simply can't see how to search on them.

A Google revealed that if I simply added a queue with tickets that the
field was in they would appear in the list ... well, they don't as most
of you won't be surprised to know.

I have noticed in the wiki that there are a few bits of code for
allowing searches with custom fields to be used, but they are all for
older version of RT. I am using 3.8.8.

Any pointers appreciated.

Kind regards,

Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
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