Comment level custom fields functionality?

Does anyone wish to see or has anyone undertaken to add custom fields
functionality at the Comment/Reply level?

We are using RT3 in our IT department for basic job tracking. It’s working
well, but we’d like to be able to tag comment records with markers to be
able to produce management summary reports. Ie. we’d like to be able to mark
comments with things like ‘travel’, ‘meeting’, ‘purchasing’, ‘research’ etc.

From this, combined with the Time Worked per comment, we could derive
general summaries from a ‘work type’ perspective rather than just from the
individual ticket perspective. The idea being to answer questions such as,
‘Is travel to/from one particular site hogging a disproportionate amount of
time?’ or ‘Is it taking more time to buy things than actually planning the
purchases?’

I’m not looking to turn RT into a full time and billing system, just to be
able to add extra marker dimensions to the existing superstructure…

Any comments?

YES!

I had a meeting with my users just the other day, this was exactly what
we decided we needed. They already use the time_worked field to track
their time, but they need to allocate it at the transaction level to
various buckets (“onsite/offsite”, “billable/nonbillable”).

I had not yet looked at how I might implement such a beast – but I have
an immediate need and will work with you to do it, if you like.

Perhaps something like this would work.

If you look at the RTIR code, they display hidden fields in the ticket. The
hidden fields are identified as such: RTIR. Then in the RTIR
displays they show the fields using the ShowRTIRField element which finds
the custom field with that value. The same idea is used for editing with
the EditRTIRField, and searching with the SearchRTIRField.

In the Display.html they have something like:


<& /RTIR/Elements/ShowRTIRField, Ticket => $Ticket, Name => ‘State’ &>

This displays the value of the hidden custom field _RTIR_State in the
ticket.

In the same manner, custom fields can be added to the comment section by
creating a hidden field called COMMENT (spaces can be
in the field name) and populating it with what you want. Then modifying the
Show/EditRTIRField elements to recognize the COMMENT fields.

To display you would then add something like:


<& /Ticket/Elements/ShowCommentField, Ticket => $Ticket, Name =>
’’ &>

In the Display.html

And in the Update.html add:


<& /RTIR/Elements/EditCOMMENTField, Ticket => $Ticket, Name => ‘’ &>

After the % if ($CanComment) { where it auto selects the not sent to
requestors.

The last step would be to modify the Listing.html file so you can search on
it with something like:

  • <& /Ticket/Elements/SearchCOMMENTField, QueueObj => $QueueObj, Name => '' &>

    It seems like a bit but if it was made global, instead of COMMENT use
    something more general, the same functions could be used in any page that
    displays, edits, or searches.From: rt-users-bounces@lists.fsck.com
    [mailto:rt-users-bounces@lists.fsck.com] On Behalf Of Jim Rowan
    Sent: Tuesday, December 02, 2003 4:18 PM
    To: Kris Boutilier; rt-users@lists.fsck.com
    Subject: RE: [rt-users] Comment level custom fields functionality?

    YES!

    I had a meeting with my users just the other day, this was exactly what
    we decided we needed. They already use the time_worked field to track
    their time, but they need to allocate it at the transaction level to
    various buckets (“onsite/offsite”, “billable/nonbillable”).

    I had not yet looked at how I might implement such a beast – but I have
    an immediate need and will work with you to do it, if you like.

    -----Original Message-----
    From: Kris Boutilier [mailto:Kris.Boutilier@scrd.bc.ca]
    Sent: Tuesday, December 02, 2003 2:47 PM
    To: rt-users@lists.fsck.com
    Subject: [rt-users] Comment level custom fields functionality?

    Does anyone wish to see or has anyone undertaken to add
    custom fields functionality at the Comment/Reply level?

    We are using RT3 in our IT department for basic job tracking.
    It’s working well, but we’d like to be able to tag comment
    records with markers to be able to produce management summary
    reports. Ie. we’d like to be able to mark comments with
    things like ‘travel’, ‘meeting’, ‘purchasing’, ‘research’ etc.

    From this, combined with the Time Worked per comment, we could derive
    general summaries from a ‘work type’ perspective rather than
    just from the individual ticket perspective. The idea being
    to answer questions such as, 'Is travel to/from one
    particular site hogging a disproportionate amount of time?'
    or ‘Is it taking more time to buy things than actually
    planning the purchases?’

    I’m not looking to turn RT into a full time and billing
    system, just to be able to add extra marker dimensions to the
    existing superstructure…

    Any comments?


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