The pc techs where I work would like to have a field in RT for computer
serial numbers. This way they can keep track of work done on each pc. Has
anyone done this hack before or something similar? What would be the
easiest way to do this with RT 2-0-15?
The ideal solution would be for RT to have the ability to add fields on the
fly that would automatically show up everywhere (search, create ticket,
ticket details, etc.). It would be very similar to keywords, but it would
be a text field, not a select box.
Without hacking the code, I was thinking we could have a keyword like ‘PC
Maintenance’ with options of ‘yes’ or ‘no’ or even specific things like
’software upgrade’, ‘hardware upgrade’, etc. The pc tech would be required
to select the keyword and put the serial # in the comments so we could
search for it.
All ideas welcome!
Thanks,
Jeff
The pc techs where I work would like to have a field in RT for computer
serial numbers. This way they can keep track of work done on
{…}
The ideal solution would be for RT to have the ability to add
fields on the
fly that would automatically show up everywhere (search, create ticket,
ticket details, etc.). It would be very similar to keywords, but
it would
be a text field, not a select box.
The RT 2.1.x (future RT3) has this solution implemented. However, there a
couple of problems with them at the moment:
a) As of 4.1.41 it still had the same options as normal fields. i.e. there
are no “like” or “contains” options.
b) All custom fields are now per-queue, there are no longer “global”
keywords, this is not so much a hassle, as keyword setup only needs to be
done rarely.
Of course, the other problem with the 2.1.x series is that it is still the
development branch… Mind you, that didn’t stop us 
All ideas welcome!
Not so much an idea, but you are welcome
mvg,
Paul
Paul,
We use global keyworkds a lot.
One example is that we have a global keyword (ClientID) for each customer that is based on their account number and shows their account name. We then have a global keyword selection that includes ClientID.
All queues then have the global keyword selection of ClientID (as well as a few others), and moving tickets between queues retains these.
Are you saying that this functionality goes away in 2.1.x (and then 3.x)?
Regards,
Derek…
---- Message from “Paul Wagland” pwagland@allshare.nl at 10:42:42 2002-11-06 ------
Derek Fage (lists account).vcf (169 Bytes)
---- Message from “Paul Wagland” pwagland@allshare.nl at 10:42:42 2002-11-06 ------
The RT 2.1.x (future RT3) has this solution implemented. However, there a
couple of problems with them at the moment:
a) As of 4.1.41 it still had the same options as normal fields. i.e. there
are no “like” or “contains” options.
That should be a pretty trivial fix. Not sure if we’ll see it before
3.0.0, but it’ll be easy to slipstream in when it happens.
b) All custom fields are now per-queue, there are no longer “global”
keywords, this is not so much a hassle, as keyword setup only needs to be
done rarely.
That’s actually a UI oversight, not a core functionality issue.
»|« Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.
Hi Jesse,
as you are mentioning RT 2.1 (or rather: 3.0) can you give a
rough timeframe when one coul expect it being released? This
would give us an idea of whether or not we upgrade or wait
some more weeks or months, etc.
RT 3.0 will be released when it is feature complete and stable.
»|« Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.