[rt-users] associating customFields to QuickCalls?
falcone at bestpractical.com
Fri Dec 10 11:58:48 EST 2010
On Thu, Dec 09, 2010 at 05:21:47PM +0000, Giuseppe Sollazzo wrote:
> Hi all,
> I'm using the QuickCalls extensions to create tickets of a given type.
> It would be great if it were possible to, say, add custom fields to
> certain QuickCalls.
If you want to add a custom field value based on the Quick Call
selected, that would be doable, but you'd have to do some work to
create the proper parameters.
If you want to display a custom field on the quick call screen, then I
suspect you want to search the mailing list archives for users who
have modified Quick Create. Quick Calls was meant to be a quick
'select from a list, make a ticket' extension. Quick Create is more
suited to collecting information from users at creation time.
Adding a non-global Custom Field to Quick Create or Quick Calls could
obviously have some interesting bugs
> For example,
> - a ticket referring to a network problem could have a field named
> "IP address"
> - a ticket referring to a unaccessible web page could have a field
> named "Http error reported"
> This can surely be done if associating a custom field to a given
> queue (using the "Applies to" option).
> However, there could be situations in which it would be useful to
> specify a second level (a "type") and get custom fields relevant to
> that type.
> Has anyone done anything similar?
> All the best,
> Giuseppe Sollazzo
> Senior Systems Analyst
> Computing Services
> Information Services
> St. George's, University Of London
> Cranmer Terrace
> London SW17 0RE
> Email: gsollazz at sgul.ac.uk
> Direct Dial: +44 20 8725 5160
> Fax: +44 20 8725 3583
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