Associating customFields to QuickCalls?

RT Users
1

Hi all,
I’m using the QuickCalls extensions to create tickets of a given type.

It would be great if it were possible to, say, add custom fields to
certain QuickCalls.

For example,

  • a ticket referring to a network problem could have a field named “IP
    address”
  • a ticket referring to a unaccessible web page could have a field named
    “Http error reported”

This can surely be done if associating a custom field to a given queue
(using the “Applies to” option).

However, there could be situations in which it would be useful to
specify a second level (a “type”) and get custom fields relevant to that
type.

Has anyone done anything similar?

All the best,
Giuseppe

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

2

Hi all,
I’m using the QuickCalls extensions to create tickets of a given type.

It would be great if it were possible to, say, add custom fields to
certain QuickCalls.

If you want to add a custom field value based on the Quick Call
selected, that would be doable, but you’d have to do some work to
create the proper parameters.

If you want to display a custom field on the quick call screen, then I
suspect you want to search the mailing list archives for users who
have modified Quick Create. Quick Calls was meant to be a quick
‘select from a list, make a ticket’ extension. Quick Create is more
suited to collecting information from users at creation time.

Adding a non-global Custom Field to Quick Create or Quick Calls could
obviously have some interesting bugs

-kevin

3

Dear Kevin,
thanks for the advice. I was thinking of using a scrip/template together
with QuickCalls, but I’ll also check about Quick Create on the mailing list.

I’m trying to avoid customizing too heavily for the moment, until we
move to a stable and tested situation.

Best regards,
GiuseppeOn 10/12/10 16:58, Kevin Falcone wrote:

ck Crea

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583