[rt-users] Why use CFs on transations vs. tickets

Jaime Kikpole jkikpole at cairodurham.org
Fri Jun 15 12:36:21 EDT 2012

I've seen plenty of reasons to use Custom Fields on tickets and have
done so for years.  What I've never been able to figure out was:  Why
use them on transactions?

For my technicians, adding CFs in the Comment or Reply screens makes
the most sense.  We currently use CFs on the ticket (not transation)
level.  This means that when my techs reply to an end user and, they
then have to going back to the ticket and then the Basics screen.
This is a bit cumbersome.  Not so cumbersome that it can't be done.
Its just cumbersome enough that we we tend to forget to do it.  So I
was hoping to bring that into the Comment/Reply/Resolve page.
Transaction level CFs do that, but they then loose almost all other
advantages, like searching.

Am I missing something?  Is there a way to use CFs on the
Comment/Reply/Resolve page and have them apply to the ticket level?
Is there away to search based on the contents of CFs that are on a
transaction level?


Network Administrator
Cairo-Durham Central School District

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