Custom fields for Queues

RT Users
1

Would this be easy to hack in? I haven’t touched the schema at all, so
I don’t know what’s involved…

Regards,

joe
Joe Casadonte
joe.casadonte@oracle.com

2

Thats something i asked for several time during the last 5 years :wink:

I would like to have it!On 14.02.2007 16:02 Uhr, “Joe Casadonte” joe.casadonte@oracle.com wrote:

Would this be easy to hack in? I haven’t touched the schema at all, so
I don’t know what’s involved…

With kindest regards

Torsten Brumm
Kuehne + Nagel
Datacenter Hamburg
Bauerbergweg 25
22111 Hamburg

Tel: +49 40 3033 33 199
Fax: +49 40 3033 344 3199
Gsm: +49 40 176 27 27 18 50
Mail: torsten.brumm@kuehne-nagel.com
Web: www.kuehne-nagel.com

3

Would this be easy to hack in? I haven’t touched the schema at
all, so I don’t know what’s involved…

It’s certainly possible with the architecture. What are you looking
to use it for?

Best,
Jesse

PGP.sig (186 Bytes)

4

Billing!

If you have a big system for several company’s and so on, then you can use
this option for billing information and so on!

TorstenOn 15.02.2007 9:06 Uhr, “Jesse Vincent” jesse@bestpractical.com wrote:

On Feb 14, 2007, at 4:02 PM, Joe Casadonte wrote:

Would this be easy to hack in? I haven’t touched the schema at
all, so I don’t know what’s involved…

It’s certainly possible with the architecture. What are you looking
to use it for?

Best,
Jesse

–
Regards,

joe
Joe Casadonte
joe.casadonte@oracle.com

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With kindest regards

Torsten Brumm
Kuehne + Nagel
Datacenter Hamburg
Bauerbergweg 25
22111 Hamburg

Tel: +49 40 3033 33 199
Fax: +49 40 3033 344 3199
Gsm: +49 40 176 27 27 18 50
Mail: torsten.brumm@kuehne-nagel.com
Web: www.kuehne-nagel.com

5

Billing!

If you have a big system for several company’s and so on, then you can use
this option for billing information and so on!

Can you be more specific? What data do you want to track?

6

OK, let me explain a scenario:

You have one RT, with many thousand Queues. We have internally at KN many
different subsidiaries with internal cross billing.

Lets pick up the Queue Information you have at this moment:

Queue Name:
Queue Description:

And some Fields for other information, thats OK, but it would be much more
better if you can add, like you can do at the users cf’s, some cf’s to a
queue with information about this queue.

Example:

Queue Name: KN.APPLICATION-SUPPORT
Queue Description: Suport for Application xyz
Queue Owner: Torsten Brumm
Queue Requestor: Jesse Vincent
Billing to: Bestpractical
Budget Code: HAMBURG4711

And so on. And at the best, this could be displayed if active to the
overview screen of the Admin/Queues screen.

Can you understand me???

In our example we have another important point - the german workers council
and Reporting.

As you may know form our last training, we do reporting of rt tickets with
Business Objects and we have to make sure, that a queue with german users is
not reported by BO, so for this case a CF on a Queue Like “Reporting -
yes/no” would also make sense and so on and on.

See you in Amsterdam!

TorstenOn 15.02.2007 13:56 Uhr, “Jesse Vincent” jesse@bestpractical.com wrote:

On Thu, Feb 15, 2007 at 12:54:18PM +0100, Torsten Brumm | Kuehne + Nagel wrote:

Billing!

If you have a big system for several company’s and so on, then you can use
this option for billing information and so on!

Can you be more specific? What data do you want to track?

With kindest regards

Torsten Brumm
Kuehne + Nagel
Datacenter Hamburg
Bauerbergweg 25
22111 Hamburg

Tel: +49 40 3033 33 199
Fax: +49 40 3033 344 3199
Gsm: +49 40 176 27 27 18 50
Mail: torsten.brumm@kuehne-nagel.com
Web: www.kuehne-nagel.com

7

Would this be easy to hack in? I haven’t touched the schema at all,
so I don’t know what’s involved…

It’s certainly possible with the architecture. What are you looking to
use it for?

Specifically, I’m looking to set up a queue owner who gets notified of
new tickets, but is not added as a Cc or AdminCc to the ticket itself.
In general, it could be used for holding all sorts of information to be
used by Scrips or reports. Thanks!

Regards,

joe
Joe Casadonte
joe.casadonte@oracle.com

========== ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
========== ==========

8

Would this be easy to hack in? I haven’t touched the schema at all,
so I don’t know what’s involved…

It’s certainly possible with the architecture. What are you looking to
use it for?

Specifically, I’m looking to set up a queue owner who gets notified of
new tickets, but is not added as a Cc or AdminCc to the ticket itself.

For that, create an “On Create, Notify Other Recipients” scrip with a
template with a To: line of the people you want to notify.

In general, it could be used for holding all sorts of information to be
used by Scrips or reports. Thanks!

For that, you probably want Attributes, not Custom Fields. (though CFs
would work if coded)

9

Specifically, I’m looking to set up a queue owner who gets notified of
new tickets, but is not added as a Cc or AdminCc to the ticket itself.

For that, create an “On Create, Notify Other Recipients” scrip with a
template with a To: line of the people you want to notify.

Thanks, wasn’t sure how the “Notify Other Recipients” worked exactly.
But I would then need to do that for each Queue, whereas if I had some
way to specify the To: on the Queue itself, I could have one, global scrip.

In general, it could be used for holding all sorts of information to be
used by Scrips or reports. Thanks!

For that, you probably want Attributes, not Custom Fields. (though CFs
would work if coded)

What are Attributes with a capital ‘A’? Or am I reading too much into it?

Thanks!

Regards,

joe
Joe Casadonte
joe.casadonte@oracle.com

========== ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
========== ==========

10

Joe,

It's my understanding that "cc" watcher is NOT the same as a "cc" on a

ticket. Therefore, you could set up an “on create” scrip to notify “cc”
watchers. Hope this helps.

Kenn
LBNL

Joe Casadonte wrote:> On 2/15/2007 3:06 AM, Jesse Vincent wrote:

On Feb 14, 2007, at 4:02 PM, Joe Casadonte wrote:

Would this be easy to hack in? I haven’t touched the schema at all,
so I don’t know what’s involved…

It’s certainly possible with the architecture. What are you looking to
use it for?

Specifically, I’m looking to set up a queue owner who gets notified of
new tickets, but is not added as a Cc or AdminCc to the ticket itself.
In general, it could be used for holding all sorts of information to be
used by Scrips or reports. Thanks!

11

Would this be easy to hack in? I haven’t touched the schema at all,
so I don’t know what’s involved…

It’s certainly possible with the architecture. What are you looking to
use it for?

Specifically, I’m looking to set up a queue owner who gets notified of
new tickets, but is not added as a Cc or AdminCc to the ticket itself.

For that, create an “On Create, Notify Other Recipients” scrip with a
template with a To: line of the people you want to notify.
Or use NotifyGroup extension available from the CPAN.

In general, it could be used for holding all sorts of information to be
used by Scrips or reports. Thanks!

For that, you probably want Attributes, not Custom Fields. (though CFs
would work if coded)

–
Regards,

joe
Joe Casadonte
joe.casadonte@oracle.com

Best regards, Ruslan.

12

Specifically, I’m looking to set up a queue owner who gets
notified of new tickets, but is not added as a Cc or AdminCc to
the ticket itself.
For that, create an “On Create, Notify Other Recipients” scrip with a
template with a To: line of the people you want to notify.

Thanks, wasn’t sure how the “Notify Other Recipients” worked
exactly. But I would then need to do that for each Queue, whereas
if I had some way to specify the To: on the Queue itself, I could
have one, global scrip.

A per-queue template with the same name as a global one will override
the global one.

In general, it could be used for holding all sorts of information
to be used by Scrips or reports. Thanks!
For that, you probably want Attributes, not Custom Fields. (though
CFs
would work if coded)

What are Attributes with a capital ‘A’? Or am I reading too much
into it?

perldoc RT::Attribute to get started.

PGP.sig (186 Bytes)

13

This might be a configuration question. (RT 3.6.1)

After creating a custom field you have to assign it to any queue,
otherwise it would not be seen there.

This assignment can be done individually queue by queue.

So I we have some CF created once and get used in all Queues, while
other CFs (e.g. Selectlist ‘CPU’ ) are created more than once with
diffent values (one with 16bit-cpus one with 32bit-cpus)

Then assigned in Queue support-16bit only the 16bit-CF

Does this touch your question? Or did’nt I understand your question.

Regards,
Olaf Hamann

Torsten Brumm | Kuehne + Nagel wrote:

14

Hi Olaf,

With the way you explain, you assign a CF to a queue, but in detail, you
assign it to the tickets inside the queue, not the queue itself.

What i have tried to explain is the ability to assign CF’s to a queue in the
same way, you can do it to users and groups.

TorstenOn 16.02.2007 15:50 Uhr, “Olaf Hamann” pooka@t-online.de wrote:

This might be a configuration question. (RT 3.6.1)

After creating a custom field you have to assign it to any queue,
otherwise it would not be seen there.

This assignment can be done individually queue by queue.

So I we have some CF created once and get used in all Queues, while
other CFs (e.g. Selectlist ‘CPU’ ) are created more than once with
diffent values (one with 16bit-cpus one with 32bit-cpus)

Then assigned in Queue support-16bit only the 16bit-CF

Does this touch your question? Or did’nt I understand your question.

Regards,
Olaf Hamann

Torsten Brumm | Kuehne + Nagel wrote:

Thats something i asked for several time during the last 5 years :wink:

I would like to have it!

On 14.02.2007 16:02 Uhr, “Joe Casadonte” joe.casadonte@oracle.com wrote:

Would this be easy to hack in? I haven’t touched the schema at all, so
I don’t know what’s involved…

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

With kindest regards

Torsten Brumm
Kuehne + Nagel
Datacenter Hamburg
Bauerbergweg 25
22111 Hamburg

Tel: +49 40 3033 33 199
Fax: +49 40 3033 344 3199
Gsm: +49 40 176 27 27 18 50
Mail: torsten.brumm@kuehne-nagel.com
Web: www.kuehne-nagel.com