Custom Fields per queue

We are ramping up our RT install here to provide more expanded services. I
did the original install (I seem to install this at every job I go to), but
it is now getting handed off to another manager, and, with my help, we are
adjusting it to fit a working model that he has built. I’ve been using RT
for years (and years… and years… and years…), and even encouraged the
guys here to buy the book (two copies) so as to train them on the inner
workings of the interface.

We are now at the point where we want certain custom fields for the
different queues. We have about 8 different queues that we support and we
are trying to apply custom fields to different queues. For example, we have
defined one custom field pull-down called “Priority” with several options
that we want applied to all of the queues, one custom field called “IT
Category” with a pull down of several options that we want applied to our
"Desktop Support" queue, and one custom field called “IDX Category” with a
pull down of several options that we want applied to our "Applications"
queue.

The web interface seems rather straight forward once you work through it a
couple of times, but I cannot seem to have the correct end result. Am I
missing something here?

Thanks!

-Rich

RT 3.8.4

I’m not sure what you mean by correct result. But I recently figured out a problem I was having with queues and custom fields. Mine related more to a dashboard’s ability to see the custom field. It seems that if the custom field is a queue only field then the dashboard cannot be setup to show a column using that custom field. On the other hand if the custom field is setup as a global field it shows up readily as choice for a column to be picked as displayable in the dashboard.

I’ve setup my install so that custom fields intended for a queue are only there and ones that should be in all queues are globally setup. Perhaps that is what you need to do…

Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel--- Original message —
Subject: [rt-users] Custom Fields per queue
From: Rich West Rich.West@wesmo.com
To: RT-Users@lists.bestpractical.com
Date: 08/07/2009 1:52 PM

We are ramping up our RT install here to provide more expanded services. I
did the original install (I seem to install this at every job I go to), but
it is now getting handed off to another manager, and, with my help, we are
adjusting it to fit a working model that he has built. I’ve been using RT
for years (and years… and years… and years…), and even encouraged the
guys here to buy the book (two copies) so as to train them on the inner
workings of the interface.
We are now at the point where we want certain custom fields for the
different queues. We have about 8 different queues that we support and we
are trying to apply custom fields to different queues. For example, we have
defined one custom field pull-down called “Priority” with several options
that we want applied to all of the queues, one custom field called “IT
Category” with a pull down of several options that we want applied to our
"Desktop Support" queue, and one custom field called “IDX Category” with a
pull down of several options that we want applied to our "Applications"
queue.
The web interface seems rather straight forward once you work through it a
couple of times, but I cannot seem to have the correct end result. Am I
missing something here?
Thanks!
-Rich
RT 3.8.4
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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 athttp://rtbook.bestpractical.com

By correct result, I meant that it would do what I was trying for:
o Custom Field associated to all tickets regardless of queue
o Custom field associated to all tickets in queue A
o Custom field associated to all tickets in queue B

Is this possible?

-Rich

On Wed, 08 Jul 2009 14:06:54 -0700, Kevin Gagel wrote: I’m not sure what
you mean by correct result. But I recently figured out a problem I was
having with queues and custom fields. Mine related more to a dashboard’s
ability to see the custom field. It seems that if the custom field is a
queue only field then the dashboard cannot be setup to show a column using
that custom field. On the other hand if the custom field is setup as a
global field it shows up readily as choice for a column to be picked as
displayable in the dashboard.

I’ve setup my install so that custom fields intended for a queue are only
there and ones that should be in all queues are globally setup. Perhaps
that is what you need to do…

Yes, it is.

You only have to define the custom field (Configuration->Custom Fields)
and ensure that it “Applies to” “Tickets” when you create or modify it.
Then go to the link “Applies to” just above, in the upper menu bar, and
check the queues where you want to apply the custom field.
Alternatively, you can perform this second step in the queue
configuration (Configuration -> Queues -> [Queue Name]-> Ticket Custom
Field) and check the custom fields that you want to apply to this queue.

So it works for me in RT 3.8.4.

Regards,
Carlos

Rich West wrote:

By correct result, I meant that it would do what I was trying for:
o Custom Field associated to all tickets regardless of queue
o Custom field associated to all tickets in queue A
o Custom field associated to all tickets in queue B

Is this possible?

-Rich

On Wed, 08 Jul 2009 14:06:54 -0700, Kevin Gagel wrote: I’m not sure what
you mean by correct result. But I recently figured out a problem I was
having with queues and custom fields. Mine related more to a dashboard’s
ability to see the custom field. It seems that if the custom field is a
queue only field then the dashboard cannot be setup to show a column using
that custom field. On the other hand if the custom field is setup as a
global field it shows up readily as choice for a column to be picked as
displayable in the dashboard.

I’ve setup my install so that custom fields intended for a queue are only
there and ones that should be in all queues are globally setup. Perhaps
that is what you need to do…


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


Spam detection software, running on the system “hal.ific.uv.es”, has
identified this incoming email as possible spam. The original message
has been attached to this so you can view it (if it isn’t spam) or label
similar future email. If you have any questions, see
the administrator of that system for details.

Content preview: By correct result, I meant that it would do what I was
trying for: o Custom Field associated to all tickets regardless of
queue o Custom field associated to all tickets in queue A o Custom
field associated to all tickets in queue B […]

Content analysis details: (5.5 points, 5.0 required)

pts rule name description


2.5 FORGED_RCVD_HELO Received: contains a forged HELO
3.0 KXLINKRR_BODY BODY: Body contains suspicious link


| __ __ | Carlos Garc�a Montoro Ingeniero Inform�tico
|_Y/| Instituto de F�sica Corpuscular Centro Mixto CSIC - UV
|_] [
/| Servicios Inform�ticos
| [] | Edificio Institutos de Investigaci�n cgarcia@ific.uv.es
|C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706
|
______| Espa�a / Spain Fax: +34 963543488

cgarcia.vcf (441 Bytes)

Hi Kevin,

Version 3.8.4 allows you to show custom fields per queue in dashboards,
even if they are not global custom fields. In order to do that, you have
to create a query which should show the custom field you want as part of
its result (ensure that you select the column you want as part of the
Display Columns when you are generating the query). Then you only have
to use this query as part of your dashboard, and it will show the custom
field you want. If it doesn’t work for you, perhaps it is the version of
RT you are using, or perhaps you have a Rights issue, but I don’t think
so…

Good luck and regards.
Carlos

Kevin Gagel wrote:

I’m not sure what you mean by correct result. But I recently figured out
a problem I was having with queues and custom fields. Mine related more
to a dashboard’s ability to see the custom field. It seems that if the
custom field is a queue only field then the dashboard cannot be setup to
show a column using that custom field. On the other hand if the custom
field is setup as a global field it shows up readily as choice for a
column to be picked as displayable in the dashboard.

I’ve setup my install so that custom fields intended for a queue are
only there and ones that should be in all queues are globally setup.
Perhaps that is what you need to do…

Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel

— Original message —
Subject: [rt-users] Custom Fields per queue
From: Rich West Rich.West@wesmo.com
To: RT-Users@lists.bestpractical.com
Date: 08/07/2009 1:52 PM

We are ramping up our RT install here to provide more expanded services. I
did the original install (I seem to install this at every job I go to), but
it is now getting handed off to another manager, and, with my help, we are
adjusting it to fit a working model that he has built. I’ve been using RT
for years (and years… and years… and years…), and even encouraged the
guys here to buy the book (two copies) so as to train them on the inner
workings of the interface.
We are now at the point where we want certain custom fields for the
different queues. We have about 8 different queues that we support and we
are trying to apply custom fields to different queues. For example, we have
defined one custom field pull-down called “Priority” with several options
that we want applied to all of the queues, one custom field called “IT
Category” with a pull down of several options that we want applied to our
"Desktop Support" queue, and one custom field called “IDX Category” with a
pull down of several options that we want applied to our "Applications"
queue.
The web interface seems rather straight forward once you work through it a
couple of times, but I cannot seem to have the correct end result. Am I
missing something here?
Thanks!
-Rich
RT 3.8.4


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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



http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


| __ __ | Carlos Garc�a Montoro Ingeniero Inform�tico
|_Y/| Instituto de F�sica Corpuscular Centro Mixto CSIC - UV
|_] [
/| Servicios Inform�ticos
| [] | Edificio Institutos de Investigaci�n cgarcia@ific.uv.es
|C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706
|
______| Espa�a / Spain Fax: +34 963543488

cgarcia.vcf (441 Bytes)

I think I have it correct now… Thanks!

-Rich