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

[Kevin Falcone]

On Tue, Jul 12, 2011 at 09:55:21AM +1000, Joanne Keown wrote:
>    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.

Ticket Transaction Custom Fields apply to Ticket Transactions.
They're displayed inline in the ticket history between the header and
the content of the transaction.

If you want to save it against the ticket, you want Ticket Custom
Fields.

You cannot search on Transaction Custom Fields, however all the data
is available in the Database.

-kevin

>    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?
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