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Hello all
Apologies for another newbie question.
We have a (likely) requirement to associate tickets/incidents
with particular Departments - ultimately to produce statistics
on those generating the most incidents.
Reading the documentation on Constituencies it seems this
functionality is above and beyond what we’d need - incident reports
come into one email address and we send things out from one address.
In order to record this, do we need to add Custom Fields - and if so
will this break with some future upgrade of RT/RTIR?
Thanks.
Peter Bates
Senior Information Security Officer Phone: +44(0)2076792049
Information Services Division Internal Ext: 32049
University College London
London WC1E 6BT
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Peter,
We use the Constituency field but not its full functionality. We just
assign it appropriately when creating incidents and can report on it
if we need to. (We use it to distinguish between incidents on campus
and those in the halls, for example).
There is also the Customer field which is used in reports and
investigations but not incidents. We fill this in when sending out
investigations to the various faculties.
I can’t be certain but I don’t think creating more custom fields would
create too much of a problem.
Regards,
Tony.On 13/11/13 14:41, Peter Bates wrote:
Hello all
Apologies for another newbie question.
We have a (likely) requirement to associate tickets/incidents with
particular Departments - ultimately to produce statistics on those
generating the most incidents.
Reading the documentation on Constituencies it seems this
functionality is above and beyond what we’d need - incident
reports come into one email address and we send things out from one
address.
In order to record this, do we need to add Custom Fields - and if
so will this break with some future upgrade of RT/RTIR?
Thanks.
Tony Arnold, Tel: +44 (0) 161 275 6093
Head of IT Security, Fax: +44 (0) 705 344 3082
University of Manchester, Mob: +44 (0) 773 330 0039
Manchester M13 9PL. Email: tony.arnold@manchester.ac.uk
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Hello allOn 13/11/2013 15:03, Tony Arnold wrote:
We use the Constituency field but not its full functionality. We just
assign it appropriately when creating incidents and can report on it
if we need to. (We use it to distinguish between incidents on campus
and those in the halls, for example).
There is also the Customer field which is used in reports and
investigations but not incidents. We fill this in when sending out
investigations to the various faculties.
Ah - I think that’s what I’m missing.
On ‘Incident Reports’ and ‘Investigations’ I have the Customer field
but it only has ‘(no value)’ and doesn’t allow me to add free text
or anything really.
Am I missing something again? Do I have to prepopulate this list
with likely customers (Departments, faculties in our case) ?
Peter Bates
Senior Information Security Officer Phone: +44(0)2076792049
Information Services Division Internal Ext: 32049
University College London
London WC1E 6BT
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On ‘Incident Reports’ and ‘Investigations’ I have the Customer field
but it only has ‘(no value)’ and doesn’t allow me to add free text
or anything really.
Am I missing something again? Do I have to prepopulate this list
with likely customers (Departments, faculties in our case) ?
Either pre-populate it or change it to a freeform field, although that
may act weirdly with the built in reporting. Try it and see.
Tools → Configuration → Custom Fields
-kevin
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Hello allOn 13/11/2013 16:07, Kevin Falcone wrote:
Either pre-populate it or change it to a freeform field, although that
may act weirdly with the built in reporting. Try it and see.
Tools → Configuration → Custom Fields
I’ll give this a go - Custom Fields shows that there are two
‘Customer’ fields, one is ‘Select multiple values’ (for the IR queue) and the
other is ‘Select one value’ (for the Investigations queue).
Is it not possible to just have one if I’m going to try
and populate a list?
Apologies for this - I’ll read the workflow document again.
The majority of our work here is manual response to IDS alerts
from which we throw an Incident and then into an Investigation.
Peter Bates
Senior Information Security Officer Phone: +44(0)2076792049
Information Services Division Internal Ext: 32049
University College London
London WC1E 6BT
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Hi Peter,
Why are there two customer CF? it is mainly because the CF in IR queue could store multiple values, and in Investigations queue just one. I think you could disable one of them, and then the other one enabled in both queues.
Cheers,
CarlosOn 13 Nov 2013, at 17:48, Peter Bates peter.bates@ucl.ac.uk wrote:
Signed PGP part
Hello all
On 13/11/2013 16:07, Kevin Falcone wrote:
Either pre-populate it or change it to a freeform field, although that
may act weirdly with the built in reporting. Try it and see.
Tools → Configuration → Custom Fields
I’ll give this a go - Custom Fields shows that there are two
‘Customer’ fields, one is ‘Select multiple values’ (for the IR queue) and the
other is ‘Select one value’ (for the Investigations queue).
Is it not possible to just have one if I’m going to try
and populate a list?
Apologies for this - I’ll read the workflow document again.
The majority of our work here is manual response to IDS alerts
from which we throw an Incident and then into an Investigation.
–
Peter Bates
Senior Information Security Officer Phone: +44(0)2076792049
Information Services Division Internal Ext: 32049
University College London
London WC1E 6BT
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