[rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level

[Joanne Keown]

Hi all,

I'm obviously missing something.  I have created a number of custom fields and set them as applying to  "Ticket Transactions", on the expectation that these would allow me to capture ticket data that I could both report on and update over a period of time.  However, I notice that any data I captured against these is not being 'saved' against the ticket.

I am getting the impression that, even though it's called "Ticket Transactions",  it's not actually capturing the data at the ticket level and that my only option might be to put all these Custom Fields as applying to "Tickets".  This option isn't desirable as there will now be over 20 Custom Fields on one page - quite overwhelming.  As this group of cf's are designed to capture process steps taken by our Customer Services staff in resolving a ticket (also capture notes and file attachments at stages), they provide a prompter as to what step is next in the resolution process and what stage the ticket is at.

Does anyone know of another way of separating the main ticket entry cf's (Meta data) from the transactional/workflow cf's?

Many thanks and kind regards

Jo

Jo Keown, MBusAdmin(Mgt), MIPA
IS Business Analyst
Colorado Group Ltd
100 Melbourne Street
South Brisbane  QLD   4101
Ph:    +61  7 3877 3399
Mobile:   0402 697 351
Email: joanne.keown at coloradogroup.com.au<mailto:joanne.keown at coloradogroup.com.au>

[cid:image001.png at 01CC4076.BBA87600]<http://www.dianaferrari.com.au/>[cid:image002.png at 01CC4076.BBA87600]<http://www.williamstheshoemen.com.au/>[cid:image003.png at 01CC4076.BBA87600]<http://www.colorado.com.au/>[cid:image004.png at 01CC4076.BBA87600]<http://www.jag.com.au/>[cid:image005.png at 01CC4076.BBA87600]<http://www.mathers.com.au/>
[cid:image006.jpg at 01CC4076.BBA87600]<http://www.fusioncard.com.au/> Sign up to FUSION<http://www.fusioncard.com.au/> now for special member offers at 5 of Australia's leading fashion brands.

____________________________________________________________________________________________________________

This email and any attachments are confidential and intended for use by the addressee only.  If you are not the intended recipient, please delete it and destroy any copies.
 
No part of this email may be reproduced, adapted or transmitted without the written permission of the owner of the copyright or other intellectual property in it.
 
COLORADO group does not accept liability for loss or damage caused by this email, for example by a computer virus or arising from data corruption, delay, interruption, unauthorised access or any other thing.
____________________________________________________________________________________________________________

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20110712/101797bc/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image001.png
Type: image/png
Size: 3147 bytes
Desc: image001.png
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20110712/101797bc/attachment.png>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image002.png
Type: image/png
Size: 3439 bytes
Desc: image002.png
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20110712/101797bc/attachment-0001.png>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image003.png
Type: image/png
Size: 2914 bytes
Desc: image003.png
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20110712/101797bc/attachment-0002.png>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image004.png
Type: image/png
Size: 1642 bytes
Desc: image004.png
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20110712/101797bc/attachment-0003.png>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image005.png
Type: image/png
Size: 2168 bytes
Desc: image005.png
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20110712/101797bc/attachment-0004.png>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image006.jpg
Type: image/jpeg
Size: 1354 bytes
Desc: image006.jpg
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20110712/101797bc/attachment.jpg>