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

[Carlos Garcia Montoro]

Emmanuel Lacour wrote:
> 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?).

Yes, usually these CF values are established when the ticket is being 
resoled.

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

Thank you for the advice. I'll do.

> 
> 
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-- 
  _______ _______________________________________________________________
| __ __ | Carlos García Montoro                    Ingeniero Informático
|_\_Y_/_| Instituto de Física Corpuscular         Centro Mixto CSIC - UV
|\_] [_/| Servicios Informáticos
|  [_]  | Edificio Institutos de Investigación        cgarcia at ific.uv.es
|C S I C| Apartado de Correos 22085 E-46071 Valencia  Tel: +34 963543706
|_______| España / Spain                              Fax: +34 963543488
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