[rt-users] what can custom fields do?

[Matt Zagrabelny]

Hi Alex,

On Wed, Sep 21, 2016 at 3:55 PM, Alex Hall <ahall at autodist.com> wrote:
> Hi all,
> I'm planning to add a "type" field globally. Initially, this will be a list
> containing "discussion", "problem", and, maybe, "critical issue". What I'm
> wondering, though, is whether the selection of a value from this list can do
> anything? That is, could selecting "discussion" force the priority to 0,
> while "critical" would force it to 40? I hope so, so I can add a "severity"
> dropdown list, letting users select from five importance levels and not
> worry about--or mis-type--the actual number.

Perhaps you could leverage this extension:

https://metacpan.org/release/RT-Extension-PriorityAsString

> Could I use this field in searches, like "type:problem"?

Yes.

 What else can
> custom fields do, if anything, or are they really only for searching and
> letting users see details the default RT doesn't include?

They are custom data that is associated with tickets, users, queues,
articles, assets, etc. You can make use of them in whatever way makes
sense for your organization.

-m