Adding a custom field to ticket resolution? rt 3.8.1

RT Users
1

Hi,

I’d like to assign ticket resolutions to a category, like documentation
error, incorrect customer use, software fix, etc. Is there a way to add a
Select one value custom field to the resolve ticket screen?

Richard Knowles

2

I’d like to assign ticket resolutions to a category, like documentation
error, incorrect customer use, software fix, etc. Is there a way to add a
Select one value custom field to the resolve ticket screen?

Custom fields that apply to ticket transactions are available on the resolve
screen.

– ============================
Tom Lahti
BIT Statement LLC

(425)251-0833 x 117
http://www.bitstatement.net/
– ============================

3

Richard,

We do something like that. We have a CF called "Resolution Type" and

when a ticket status is changed from “open” we evaluate the CF. If it is
not set, we re-set the ticket status and display a message. In fact, I
just sent a “help” email to RT-Users for the part that displays the
message. However, if you want to change the way the screen looks, then
you have to modify the appropriate file in
local/html/Ticket/Elements/filename. We’ve modified a few different
files here to get RT to display some different options in the “Tabs”
file, etc. you will need to do the same kind of thing.

Kenn
LBNLOn 4/8/2009 10:15 AM, Richard Knowles wrote:

Hi,

I’d like to assign ticket resolutions to a category, like documentation
error, incorrect customer use, software fix, etc. Is there a way to add a
Select one value custom field to the resolve ticket screen?

Richard Knowles

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