[rt-users] Automatically computing the value of a custom field or adding hyperlinks to custom fields

[Emmanuel Lacour]

On Wed, Jan 13, 2010 at 12:18:15PM +0100, Carlos Garcia Montoro wrote:
> Hi,
> 
> My institution is being enforced to calculate the costs of the
> services that it provides in a currency that we call "Service Unit"
> ("SU" for short). We have some queues that represent different kinds
> of work provided by us, so I have created a custom field called SU,
> which is applied to tickets, no matter their queue (it is applied to
> many different queues). Depending on the queue, the value of SU
> could be calculated based on the value of other custom fields. For
> example, let us have three queues Q1, Q2 and Q3. Tickets of Q1 have
> SU, CFQ1A and CFQ1B custom fields, whereas tickets of Q2 have SU and
> CFQ2A. Tickets of Q3 only have one custom field, which is SU.
> 
> - If the queue of a ticket is Q1, then SU = CFQ1A + CFQ1B
> - If the queue of a ticket is Q2, then SU = 3 x CFQ2A.
> - If the queue of a ticket is Q3, then the value of SU should be
> manually introduced.
> 
> This simplified problem shows what I want to do. In my real problem,
> there are more queues and the formulas for computing SUs are not as
> easy as those. I would like to compute the value of SU automatically
> when it is possible rather than introducing its value manually. Is
> there an relatively easy way to do this? Can scrips help me?
> 

Of course you can (should?) use scrips for this. Action seems easy, just
set a CF value based on other CFs and queue. What is not clear is when
do you need to fill this CF in the ticket life (at resolve time?).

Looks at http://wiki.bestpractical.com/ for scrips examples with
customfields uses.