[rt-users] Calculations on custom field values

[Todd Chapman]

Daniel,

It is certainly possible to write a scrip that updates custom field
values when other custom fields,or core RT fields change.
It is also possible to have columns that are calculated on the fly as
search results are returned, though it takes a bit more work because
RT does not have callbacks in all the right places to make this
simple, but it is doable.

If however you are looking to do calculations across multiple tickets,
RT's search interface and search results display are not really
conducive to that type of reporting.

-Todd

On Tue, Mar 1, 2011 at 6:44 PM, Daniel Farst <daniel.farst at case.edu> wrote:
> I have a couple of things I'd like to do with RT and haven't been able to find any clear answers how to do it, or if it's even possible. Can anyone point me in the right direction? We'd like to do some simple calculations on values stored in a custom fields and on values from those custom fields in tickets returned from a saved search.
>
> Some background info: We use a queue in RT 3.8.8 to keep track of upcoming orders we need to place with a ticket for each order. Those tickets have custom fields tracking several values including order cost, what we're charging for the order, order status, tracking numbers, etc..
>
> I'm pretty sure I can accomplish this first part using scrips on a ticket update, but would like confirmation. I'd like to have certain values in a custom field calculated and updated when a different custom field value is changed. i.e. I update the order total and the field holding what we're charging for the order is automatically recalculated and updated as well.
>
> The second part I'm not sure about. I'd like to be able to have RT give me the result of a calculation of the values in a custom field for the tickets returned by a saved search (e.g. average value of the cost of orders from user 'abc', sum of the cost of orders where custom field Order_Status = Shipped, etc.). Is this doable by RT? Is there an extension that does this that I would need to install?
>
> Thanks!
>
> --
> Daniel Farst
> IT Support Coordinator
> College of Arts and Sciences
> Case Western Reserve University
>
> daniel.farst at case.edu
>
> Public key on keyserver.pgp.com