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

[Joanne Keown]

Hi Kevin,
Thanks very much for the below.

BTW, does anyone know if the RT user manual (RT Essentials) been updated for RT4?

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


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-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Thursday, 14 July 2011 12:26 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level

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?