Hi all,
We have one global custom field, ‘type’, and several other custom fields
that only apply to one queue. When we make a saved search for our sales
reps so they can see tickets that apply to the customers they manage, we
can’t include any custom fields in the criteria or display except ‘type’. I
know this is because the other fields aren’t global, but how do we get RT
to include these fields? These reps all have access to the queue to which
the fields belong, so I’m not sure why they (the fields) won’t show up
anywhere in the search builder interface. I can’t even write them in,
although given how many different ways there seem to be to write in a CF, I
could just be doing it wrong. Thanks for any suggestions.
Alex Hall
Automatic Distributors, IT department
ahall@autodist.com
Hi Alex,On Wed, Nov 30, 2016 at 8:05 AM, Alex Hall ahall@autodist.com wrote:
Hi all,
We have one global custom field, ‘type’, and several other custom fields
that only apply to one queue. When we make a saved search for our sales reps
so they can see tickets that apply to the customers they manage, we can’t
include any custom fields in the criteria or display except ‘type’. I know
this is because the other fields aren’t global, but how do we get RT to
include these fields? These reps all have access to the queue to which the
fields belong, so I’m not sure why they (the fields) won’t show up anywhere
in the search builder interface. I can’t even write them in, although given
how many different ways there seem to be to write in a CF, I could just be
doing it wrong. Thanks for any suggestions.
The per-queue CFs will show up, in the Search Builder interface, once
you restrict your query to that queue - ie. add a Queue is “Blah”
predicate.
-m