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: [email protected] > [mailto:[email protected]] On Behalf Of Kevin Falcone > Sent: Wednesday, 13 July 2011 8:01 AM > To: [email protected] > 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?
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