Different custom fields with the same name? Advisable?

RT Users
1

I’ve been asked to create several Custom Fields,
each called “Case Type”. I’d have one, attached to
the “accounts” queue, with drop-down values of A, B, and C.
Another, attached to the “lan” queue, with drop-down
values B and D. And so on. Basically, they want
to identify case types for reporting purposes, but a given
queue should only hold cases of a certain set of types.

I see it can be done technically; a Custom Field
is uniquely identified internally with and “id”,
and the “name” is not unique.

But – is this a good idea? Am I going to get burned
later on?

bobg

2

I’ve been asked to create several Custom Fields,
each called “Case Type”. I’d have one, attached to
the “accounts” queue, with drop-down values of A, B, and C.
Another, attached to the “lan” queue, with drop-down
values B and D. And so on. Basically, they want
to identify case types for reporting purposes, but a given
queue should only hold cases of a certain set of types.

I see it can be done technically; a Custom Field
is uniquely identified internally with and “id”,
and the “name” is not unique.

But – is this a good idea? Am I going to get burned
later on?

It’s neither a good idea nor a bad idea. Internally, RT tracks
everything by id, so you can always rename em later.

Jesse