Hi Kevin, Thanks very much for the below. BTW, does anyone know if the RT user manual (RT Essentials) been updated for RT4?
Kind regards Jo Jo Keown, MBusAdmin(Mgt), MIPA IS Business Analyst Colorado Group Ltd 100 Melbourne Street South Brisbane QLD 4101 Ph: +61 7 3877 3399 Mobile: 0402 697 351 Email: [email protected] Sign up to FUSION now for special member offers at 5 of Australia's leading fashion brands. -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of Kevin Falcone Sent: Thursday, 14 July 2011 12:26 AM To: [email protected] Subject: Re: [rt-users] Custom Fields (Applies to Ticket Transactions) - not saving at ticket level 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? -------- 2011 Training: http://bestpractical.com/services/training.html
