[rt-users] Can values of Custom Field be based on Queue?

Matt Zagrabelny mzagrabe at d.umn.edu
Mon Oct 26 10:18:50 EDT 2015

On Mon, Oct 26, 2015 at 2:56 AM, Chrilly Cheng <chrilde at gmail.com> wrote:
> Hi All,
> I'm trying to find to way to get this requirement work.
> We have multiple queues in RT, like queueA, queueB, queueC. All queues are
> using the same Custom Field that applied to them. One of those Custom Fields
> is called Customer, which is using external values from a REST API. What we
> want is in different queue, this Customer filed should shows different
> drop-down list for user to select.
> Can this be done?

Kind of...

Have separate CFs each named Customer and apply each to their
respective queue. Then populate those CFs with the values you'd like.

We do this with a CF named 'Problem Type'. We put the queue name in
the Description field of the CF so we can get a sense of what queue
the CF is applied to when viewing the CF details.

The CFs won't be global, but they'll each have the same name, so code
that is queue specific will load the correct Customer CF and thus the
correct values for the CF.

The other solutions for this problem involve more JS and AJAXy code.


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