Custom fields question

RT 3.4.1

I have created a custom field, Cust_Name . It is part of Tickets. It
shows up in the Creation of the ticket, but not in the Query window. I
also wrote a scrip to give it a default value, but it does not work. I
then made it a Global custom field as well. Now it shows up in the
Query window, the scrip works to give it a default value, but now the
Create window shows the Cust_Name field twice.

What is the best way to handle a custom field so that:

  1. It shows up in the Create a new ticket window only once
  2. It shows up in the Query Builder
  3. The scrip sets up a default value if nothing is entered

I read this article from the Wiki,
http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch.
Is this the best way to make what I want to work? That is make the
custom field a Global custom field only and use the Wiki article?

Thanks,
Ron

It will show up in the query builder screen after you have added the
queue to your query. From there, you can also modify where it displays
using the bottom section of the query builder.

I have never tried setting a default value for a custom field, so I
can’t answer that one for you.

DB

Ron Tyro wrote:

Hello,

We are thinking or going with RT as a basis for our helpdesk system and we
have the following questions:

  1. Has anyone installed RT on RedHat Enterprise AS, and if so, how well
    does it work?
  2. We have 30,000 users can anyone provide some rough disk usage estimates?

Thanks in advance and kind regards,

Stewart
Stewart Tranter
Computing Services
Loughborough University

E: s.g.tranter@lboro.ac.uk
W: http://www.lboro.ac.uk/computing/
T: +44 (0) 1509 223719
F: +44 (0) 1509 211586

Hello,

We are thinking or going with RT as a basis for our helpdesk system and we
have the following questions:

  1. Has anyone installed RT on RedHat Enterprise AS, and if so, how well
    does it work?

There is not reason why it shouldn’t work well.

  1. We have 30,000 users can anyone provide some rough disk usage estimates?

What’s important is the number of tickets. We have been using RT
in production for about 6 months. 12,000 tickets has resulted in
a 300 MB database.

-Todd

  • Ron Tyro [2005-03-10T09:56-0500]:

I read this article from the Wiki,
http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch.

This article says, “since RT 3.2.0, adding custom fields to search
results is a point and click operation in the GUI.” I’m looking for
that now, hoping to add one or both of two custom fields that apply to
one queue to the search form. But I can’t find this way to add them.
Where should I be looking?

Thanks,
Dave Edwards <dle&sympatico,ca>
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org

signature.asc (189 Bytes)

It will show up in the query builder screen after you have added the
queue to your query. From there, you can also modify where it displays
using the bottom section of the query builder.

DB

Dave Edwards wrote:

  • Drew Barnes [2005-03-10T13:30-0500]:

From my post to this list at 10:10 today:
It will show up in the query builder screen after you have added the
queue to your query. From there, you can also modify where it displays
using the bottom section of the query builder.

Ah, I just missed that. That’s excellent, thanks!

Dave.
Dave Edwards <dle&sympatico,ca>
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org

signature.asc (189 Bytes)

Thanks Drew.

You pointed me into the right direction. Maybe I’ve been staring at the
screen too long. :slight_smile:

This is what was throwing me off:

  1. Select Home
  2. Select the Queue
  3. Select New Query

Some custom fields did not show. Even if I then selected Query Builder.

But if I do it this way:

  1. Select Home
  2. Select the Queue
  3. Select Query Builder

All the custom fields are available for searching and reporting.

Ron

Drew Barnes wrote:

Thanks Drew.

You pointed me into the right direction. Maybe I’ve been staring at the
screen too long. :slight_smile:

This is what was throwing me off:

  1. Select Home
  2. Select the Queue
  3. Select New Query

Some custom fields did not show. Even if I then selected Query Builder.

But if I do it this way:

  1. Select Home
  2. Select the Queue
  3. Select Query Builder

All the custom fields are available for searching and reporting.

The way it would generally be done:

  1. Select Query Builder
  2. Select New Query
  3. Add the Queue of interest to the query

All the custom fields are available for searching and reporting.

-Todd