Custom field values based on queue?

Is it possible to base custom field values on the queue? I see that you can have cascading drop down lists based on a previously selected custom field value. I’d like the same thing but starting at the queue level.

Thanks,
Jim Lesinski

Is it possible to base custom field values on the queue? I see that
you can have cascading drop down lists based on a previously
selected custom field value. I’d like the same thing but starting at
the queue level.

Custom Fields can be assigned on a queue vs global basis, so just
create one for each queue with different values.

They’re allowed to have the same name in each queue, but you may find
it a bit confusing if you’re writing code around it and forget to
specify a queue.

-kevin

Ok that seems odd to me. How do you distinguish the field then if you want to access it via API or other methods like controls by email?

Maybe the description can be used to determine the field
In the ui?

Thanks,
Jim LesinskiOn Sep 8, 2011, at 11:14 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote:

Is it possible to base custom field values on the queue? I see that
you can have cascading drop down lists based on a previously
selected custom field value. I’d like the same thing but starting at
the queue level.

Custom Fields can be assigned on a queue vs global basis, so just
create one for each queue with different values.

They’re allowed to have the same name in each queue, but you may find
it a bit confusing if you’re writing code around it and forget to
specify a queue.

-kevin

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA — September 26 & 27, 2011
  • San Francisco, CA, USA — October 18 & 19, 2011
  • Washington DC, USA — October 31 & November 1, 2011
  • Melbourne VIC, Australia — November 28 & 29, 2011
  • Barcelona, Spain — November 28 & 29, 2011

Jim,

What we do when we have a CF that needs different values per Queue is put
the Queue Name in the Category Field of the CF and then when someone wants
to select, they select the Category first, then they see a smaller list to
select from based oin that Category/Queue Id.

I’m not sure if this is what you’re looking for, but it’s a thought.

Hope it helps.

Kenn
LBNLOn Thu, Sep 8, 2011 at 2:55 PM, Jim Lesinski jim.lesinski@gmail.com wrote:

Ok that seems odd to me. How do you distinguish the field then if you want
to access it via API or other methods like controls by email?

Maybe the description can be used to determine the field
In the ui?

Thanks,
Jim Lesinski

On Sep 8, 2011, at 11:14 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote:

Is it possible to base custom field values on the queue? I see that
you can have cascading drop down lists based on a previously
selected custom field value. I’d like the same thing but starting at
the queue level.

Custom Fields can be assigned on a queue vs global basis, so just
create one for each queue with different values.

They’re allowed to have the same name in each queue, but you may find
it a bit confusing if you’re writing code around it and forget to
specify a queue.

-kevin

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA — September 26 & 27, 2011
  • San Francisco, CA, USA — October 18 & 19, 2011
  • Washington DC, USA — October 31 & November 1, 2011
  • Melbourne VIC, Australia — November 28 & 29, 2011
  • Barcelona, Spain — November 28 & 29, 2011

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA September 26 & 27, 2011
  • San Francisco, CA, USA October 18 & 19, 2011
  • Washington DC, USA October 31 & November 1, 2011
  • Melbourne VIC, Australia November 28 & 29, 2011
  • Barcelona, Spain November 28 & 29, 2011

Ok that seems odd to me. How do you distinguish the field then if you want to access it via API or other methods like controls by email?

RT::CustomField->LoadByName is documented to expect a Queue, you can
read about it in the perldoc.

Extensions should load the CF off the ticket’s queue.

-kevin

Jim,

I have a Custom Field named “Work-State”. It is used by many, many Queues.
Not all Queues have the same processes that would be defined in
"Work-State", therefore, each Queue can distinguish THEIR values in
"Work-State" by making them all part of a category that is different that
the others. In this case, they use their Queue Name as the Category. So, the
CF “Work-State” has several Queues using a different set of values
differentiated by the category (their Queue Name). Simple, right? LOL.
Here’s an example:

sort field name(value) descript category
10 In-Progress GL
20 On Hold GL
110 Waiting for Req AP
120 Waiting for Decision AP

When in a TIcket, the display screen/page offers the user a chance to select
the category. SO let’s select “AP”. The only values I will then see will be
the “Waiting …” values.

Does that make it a little clearer?

Kenn
LBNLOn Fri, Sep 9, 2011 at 7:12 AM, Jim Lesinski jim.lesinski@gmail.com wrote:

Sorry about that last email. I pulled the trigger too quickly!

So do you mean you have one custom field that is the same as the queue name
and base the other custom field on this? Or does the custom field actually
use the queue name?

Thanks,
Jim

On Thu, Sep 8, 2011 at 6:33 PM, Kenneth Crocker kfcrocker@lbl.gov wrote:

Jim,

What we do when we have a CF that needs different values per Queue is put
the Queue Name in the Category Field of the CF and then when someone wants
to select, they select the Category first, then they see a smaller list to
select from based oin that Category/Queue Id.

I’m not sure if this is what you’re looking for, but it’s a thought.

Hope it helps.

Kenn
LBNL

On Thu, Sep 8, 2011 at 2:55 PM, Jim Lesinski jim.lesinski@gmail.comwrote:

Ok that seems odd to me. How do you distinguish the field then if you
want to access it via API or other methods like controls by email?

Maybe the description can be used to determine the field
In the ui?

Thanks,
Jim Lesinski

On Sep 8, 2011, at 11:14 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote:

Is it possible to base custom field values on the queue? I see that
you can have cascading drop down lists based on a previously
selected custom field value. I’d like the same thing but starting at
the queue level.

Custom Fields can be assigned on a queue vs global basis, so just
create one for each queue with different values.

They’re allowed to have the same name in each queue, but you may find
it a bit confusing if you’re writing code around it and forget to
specify a queue.

-kevin

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA — September 26 & 27, 2011
  • San Francisco, CA, USA — October 18 & 19, 2011
  • Washington DC, USA — October 31 & November 1, 2011
  • Melbourne VIC, Australia — November 28 & 29, 2011
  • Barcelona, Spain — November 28 & 29, 2011

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA September 26 & 27, 2011
  • San Francisco, CA, USA October 18 & 19, 2011
  • Washington DC, USA October 31 & November 1, 2011
  • Melbourne VIC, Australia November 28 & 29, 2011
  • Barcelona, Spain November 28 & 29, 2011

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA — September 26 & 27, 2011
  • San Francisco, CA, USA — October 18 & 19, 2011
  • Washington DC, USA — October 31 & November 1, 2011
  • Melbourne VIC, Australia — November 28 & 29, 2011
  • Barcelona, Spain — November 28 & 29, 2011

What Kevin describes works. However, search by such CFs is slow if you don’t
qualify queue in TicketSQL. Yes, there is a long form of query where you
define not only CF name, but also queue of the CF.

Such setup is used in RTIR for State custom field that is going to be
replaced by lifecycles.

Another way is to implement custom CF type, but this involves programming.

Regards, Ruslan. From phone.

написал:

Ok that seems odd to me. How do you distinguish the field then if you
want to access it via API or other methods like controls by email?