Cannot search/sort on Custom Field?

RT Users
1

I’ve been using RT-3.0.6 for a while. I’m trying to add our
developers and users to it so they can add tickets about the new mail
service we’re deploying. They’ve asked for a way to track Client
versus Server problems, with separate ways of tracking the several
different mail clients out there.

Rather than create separate queues for each client (and server
service) I’ve created a Custom Field called “ProblemType” and made it
a single-choice. Haven’t done this before but it seems very nice: the
user makes a selection from the list when they create a new ticket,
and you can see it when you view the ticket.

What I can’t figure out how to do, however, is let users search or
sort based on this new ProblemType field. If I use New Search, it
gives me the built-in fields to search on but there’s no place for me
to select a match on the custom ProblemType I’ve created.

Am I doing something wrong?

Is there a way to fix this?

Would creating separate Queues be a better way to do this?

Thanks.

2

Chris Shenton wrote:

I’ve been using RT-3.0.6 for a while. I’m trying to add our
developers and users to it so they can add tickets about the new mail
service we’re deploying. They’ve asked for a way to track Client
versus Server problems, with separate ways of tracking the several
different mail clients out there.

Rather than create separate queues for each client (and server
service) I’ve created a Custom Field called “ProblemType” and made it
a single-choice. Haven’t done this before but it seems very nice: the
user makes a selection from the list when they create a new ticket,
and you can see it when you view the ticket.

What I can’t figure out how to do, however, is let users search or
sort based on this new ProblemType field. If I use New Search, it
gives me the built-in fields to search on but there’s no place for me
to select a match on the custom ProblemType I’ve created.

Am I doing something wrong?
I think you’ve created Queue specific Custom Field not Global one.
So first of all add Queue condition after that RT will add Custom Fields
specific to this queue into search conditions.

3

“Ruslan U. Zakirov” cubic@acronis.ru writes:

I think you’ve created Queue specific Custom Field not Global one.

Yes, that’s right.

So first of all add Queue condition

I don’t understand this.

after that RT will add Custom Fields specific to this queue into
search conditions.

If I got to Configuration → Queues → MyQueueName I see:

Basics
Watchers
Scrips
Templates
Custom Fields
Group Rights
User Rights

If I then select Custom Fields, I see my list of choices and it’s a
“select one value” field; it doesn’t offer any kind of “Queue
condition”. The other choices (Basics, etc) don’t seem relevant.

If I go to Configuration → Global → Custom Fields there are no
fields defined yet. Are you saying I have to make my queue-specific
Custom Field into a Global Custom Field?

Perhaps I’m misunderstanding you, can you clarify?

Thanks.

4

Chris Shenton wrote:

“Ruslan U. Zakirov” cubic@acronis.ru writes:

I think you’ve created Queue specific Custom Field not Global one.

Yes, that’s right.

So first of all add Queue condition

I don’t understand this.
Sorry for this.

Tickets → New Search → Set Queue is ‘MyQueue’ → Search button → At
the end of search conditions list you’l see ‘MyQueue’ specific Custom
Fields.
Good luck. Ruslan.

5

“Ruslan U. Zakirov” cubic@acronis.ru writes:

Tickets → New Search → Set Queue is ‘MyQueue’ → Search button → At
the end of search conditions list you’l see ‘MyQueue’ specific Custom
Fields.

Ah, I see. A bit of a round-about way to see this but should work
fine; I just need to educate my testers/users.

Thanks!

6

Chris Shenton wrote:

“Ruslan U. Zakirov” cubic@acronis.ru writes:

Tickets → New Search → Set Queue is ‘MyQueue’ → Search button → At
the end of search conditions list you’l see ‘MyQueue’ specific Custom
Fields.

Ah, I see. A bit of a round-about way to see this but should work
fine; I just need to educate my testers/users.

Thanks!

Glad to hear it.
If you are native English speaker then can you change answer here:
http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ

This question is really FAQ.