Adding keywords on ticket creation?

I want to track individual workstations for history of repairs. I have
keywords working, but would like the creation of tickets to include the
keyword ID, rather then add it later. Is this possible?

Raymond

|+ I want to track individual workstations for history of repairs. I have
|+ keywords working, but would like the creation of tickets to include the
|+ keyword ID, rather then add it later. Is this possible?

Why not just scroll to the bottom of the ticket creation page, and select
the keyword there? Or, just clikc on ‘Show Details’ at the ticket
creation page, where you can add more information (including keywords)

-darrin

|+ I want to track individual workstations for history of repairs. I have
|+ keywords working, but would like the creation of tickets to include the
|+ keyword ID, rather then add it later. Is this possible?

Why not just scroll to the bottom of the ticket creation page, and select
the keyword there? Or, just clikc on ‘Show Details’ at the ticket
creation page, where you can add more information (including keywords)

Maybe his users don’t understand keywords, and they need to be searchable
right as soon as a ticket is created. Maybe someone (a principal, or some
other school admin person) needs to have an auto-refreshing report of how
many tickets are in each keyword-space, but Raymond has other things to do
rather than babysit the un-keyworded queue, giving them keywords.

I dunno, just guessing at some constraints that a k12 site might have.

rob

|+ Maybe his users don’t understand keywords, and they need to be searchable
|+ right as soon as a ticket is created. Maybe someone (a principal, or some
|+ other school admin person) needs to have an auto-refreshing report of how
|+ many tickets are in each keyword-space, but Raymond has other things to do
|+ rather than babysit the un-keyworded queue, giving them keywords.

It sounds like they do understand keywords, as after they create the
ticket, they are then adding the keywords. Just explaining to each user
that before they hit ‘create’, they should clikc on ‘Show Details’ and
pick the keyword there.

It sounds like they do understand keywords, as after they create the
ticket, they are then adding the keywords. Just explaining to each user
that before they hit ‘create’, they should clikc on ‘Show Details’ and
pick the keyword there.

Good point, it isn’t that difficult. However, I doubt that the users in this
case really want to use RT. I don’t mean that they don’t want to use it,
but that using RT isn’t their jobs, but it is an adjunct to their jobs,
hopefully making their jobs more efficient. I think that the more work we
can do automatically for them, the better. Think of it as the next evolution
from typewriter and paper through RT to “mind-reading RT”. :slight_smile:

Of course, I did not say that someone here should implement this on their
own time and at their own cost, least of all those who did not ask for it or
see the worth in it and probably will never use it. I firmly believe that
those with the itch should get to scratching. :wink: Just file it as a
wishlist, prioritize it properly, and maybe those of us who are looking for
reasons to look at the RT code will look at it.

rob

It sounds like they do understand keywords, as after they create the
ticket, they are then adding the keywords. Just explaining to each user
that before they hit ‘create’, they should clikc on ‘Show Details’ and
pick the keyword there.

Good point, it isn’t that difficult. However, I doubt that the users in this
case really want to use RT. I don’t mean that they don’t want to use it,
but that using RT isn’t their jobs, but it is an adjunct to their jobs,
hopefully making their jobs more efficient. I think that the more work we
can do automatically for them, the better. Think of it as the next evolution
from typewriter and paper through RT to “mind-reading RT”. :slight_smile:

Raymond, your question to rt-users perhaps needs some additional
information. RT, as it is, is not capable of automatically assigning a
keyword based on the contents of the ticket (unless the enhanced mailgate
is, and someone will pipe up if it can).

Based on the phrasing of the question, I gather that the input to RT is
formatted in a particular way, eg:

Problem: widget broken
Machine: workstation-23

etc.

It would be possible to have RT perform a particular action when it 'sees’
that input on creation, and thus mark the ticket with a particular
keyword, based on patterns in the input, thus doing what you want.

If you describe the problem in more detail, a solution might be found. If
you throw money at Jesse, a solution will be found :wink:

Regards,

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B                      Operations

Most users open tickets via email. Presently I have them add the
workstation ID to the subject line, and can usually find it in a search. I
was hoping there would be a way to give it a keyword command, much like
subscribe, and unsubscribe. This would enter all the info on a ticket
without me having to go to the ticket and adding it in later.

I am aware this can be done via the web interface, but I’m guessing only 5-
10% of my tickets are created this way.> On Thu, 7 Feb 2002, Rob Walker wrote:

On Thursday 07 February 2002 12:22, Darrin Walton wrote:

It sounds like they do understand keywords, as after they create the
ticket, they are then adding the keywords. Just explaining to each
user that before they hit ‘create’, they should clikc on ‘Show
Details’ and pick the keyword there.

Good point, it isn’t that difficult. However, I doubt that the users
in this case really want to use RT. I don’t mean that they don’t
want to use it, but that using RT isn’t their jobs, but it is an
adjunct to their jobs, hopefully making their jobs more efficient. I
think that the more work we can do automatically for them, the better.
Think of it as the next evolution from typewriter and paper through
RT to “mind-reading RT”. :slight_smile:

Raymond, your question to rt-users perhaps needs some additional
information. RT, as it is, is not capable of automatically assigning a
keyword based on the contents of the ticket (unless the enhanced
mailgate is, and someone will pipe up if it can).

Based on the phrasing of the question, I gather that the input to RT is
formatted in a particular way, eg:

Problem: widget broken
Machine: workstation-23

etc.

It would be possible to have RT perform a particular action when it
’sees’ that input on creation, and thus mark the ticket with a
particular keyword, based on patterns in the input, thus doing what you
want.

If you describe the problem in more detail, a solution might be found.
If you throw money at Jesse, a solution will be found :wink:

Regards,


Bruce Campbell
RIPE
Systems/Network Engineer
NCC
www.ripe.net - PGP562C8B1B
Operations

Raymond Norton
Little Crow Telemedia Network
320-234-0270