b) All custom fields are now per-queue, there are no longer “global”
keywords, this is not so much a hassle, as keyword setup only needs to be
done rarely.
With the current RT 2, if you use per-queue keyword selections, the
keywords are lost when a ticket is moved from one queue to another (we
do this quite a bit). As a result, I set up all of our keyword
selections as global. I don’t mind having the keyword selections be
per-queue, but it would be a real shame if there was no way to keep them
from being lost.
And I assume that the keywords themselves (as opposed to the keyword
selections) will still be global?
@alex
mailto:dupuy@sysd.com
With the current RT 2, if you use per-queue keyword selections, the
keywords are lost when a ticket is moved from one queue to another (we
do this quite a bit). As a result, I set up all of our keyword
selections as global. I don’t mind having the keyword selections be
per-queue, but it would be a real shame if there was no way to keep them
from being lost.
Oh yes. That would be a bad thing for us. All our tickets go
into a “support” queue first, where our first line support
people tag it with the product and platform. Then they
assign it to a second tier support work queue. If the tagging
got lost on that transfer it would be totally useless to us.