3 custom fields questions

RT Users
1
  1. Can I remove the no value option in custom fields where you choose from a list?

2)My boss wants user to set their own ticket priorities, I have a custom field giving the 2 priority settings we allow and I want to set RT up to map the custom field to the ticket priority. Any ideas?

  1. We are considering having 3 queues that would be determined by a custom field.
    For example:
    Custom field OS options
    Windows
    Unix
    Other

Queue name Windows Unix Other

And then set it so if a ticket comes in with the custom fields set to Windows, it would automatically go to the Windows queue. How would I set that up?

Thanks
Janet
Janet Bass

2
  1. Can I remove the no value option in custom fields where you choose from a list?

Yes, look for “no value” in share/html/Elements/EditCustomFieldSelect

2)My boss wants user to set their own ticket priorities, I have a
custom field giving the 2 priority settings we allow and I want to set
RT up to map the custom field to the ticket priority. Any ideas?

why not using RT::Extension::PriorityAsString?

  1. We are considering having 3 queues that would be determined by a custom field.
    For example:
    Custom field OS options
    Windows
    Unix
    Other

Queue name Windows Unix Other

And then set it so if a ticket comes in with the custom fields set to Windows, it would automatically go to the Windows queue. How would I set that up?

using a scrip, but why using same CF as queue ? Why not using separate
emails to dispatch ticket in queue?