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

[Kevin Falcone]

On Wed, Jul 13, 2011 at 09:10:13AM +1000, Joanne Keown wrote:
> Does anyone know of a more elegant way of dealing with that number of
> Tickets? Because I have to put all my CF's applying to "Tickets", I
> have over 20 CF's to deal with. It would be nice to be able to
> arrange/group them on the screen so that the workflow is a bit more
> elegant.

Some folks use overlays to separate them.

You can order them in the Admin UI.

RT4 added a lot more css and html changes to make this easier, but
still no grouping.

-kevin

> Would love some hints if anyone has achieved this.
> 
> PS:  Hi Yan;  I have just moved all my "Upload" CF's as applying to Tickets as well.  I can now find these against the relevant ticket.  But, as I said above, it's pretty messy and difficult to deal with.
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
> Sent: Wednesday, 13 July 2011 8:01 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level
> 
> 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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