[rt-users] Search by Category of Custom Field

[Ruslan Zakirov]

Hi,

There is no such functionality as category is property of a value, but
is not saved when value is set on object. Use BasedOn custom fields,
so category is saved as additional custom field.

On Wed, Dec 7, 2011 at 11:45 PM,  <sharon.belliveau at frb.gov> wrote:
> I'm setting up a new queue with many custom fields. Before I get too far in
> the design, I trying to learn what I can do with the category for custom
> fields. Specifically, will
> I be able to  create a saved searches based on a custom field's category?
> These would be used in group dashboards. Is this doable? I cannot figure
> out the TicketSQL syntax.
>
> For example, the queue is named FR and the custom field is Report with the
> categories that are colors: Blue, Teal, and Black.
>
> The following returns the all tickets with Report set to one of the
> possibilities.
> Queue = 'FR CP' AND CF.Report IS NOT Null
>
> It would be nice see all the tickets where the Report field is set to one
> of the options for Category. (pseudo code)
> Queue = 'FR CP' AND CF.Report.Category = 'Black'
>
> a
>
> One approach that I have tried is having two custom fields: Report and
> ReportCategory which has the colors. With both fields enabled, one has to
> first choose the ReportCategory, then the Report list box shows all the
> Reports in the category. When I had just Report, without ReportCategory
> enabled, the Report listbox had the report options nicely grouped by
> category in the listbox. Nicer as one had to only choose one listbox
> (Report) not from two (ReportCategory and then Report).
>
> Can I use  ticket sql for a search on a custom field category?
>
> Thanks!
> Sharon Belliveau
> Federal Reserve Board
>
>
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> * Boston  March 5 & 6, 2012



-- 
Best regards, Ruslan.