I’ve just come up from the ranks of RT1 to RT2 and am a bit confused about
the new Keywords stuff. It looks powerful, but unfortunately the docs are
a bit sketchy at this point (or I don’t get them). Can someone please
explain it to me in the context of what I want to do?
Basically, I want to mirror the selection of Areas a la RT1, only with
some heirarchy. So, I want to tag a ticket as a bug, project, request,
etc. I also optionally provide more specific info (software request vs
configuration request or request for purchase of equipment), and still be
able to search based on any level of heirarchy (so, search for
Request/Software, or just for all Requests).
I thought that I just defined this order in Configuration.Keywords, but
I guess that’s not how it’s done. Where do Keyword Selections come in to
play? I plan to apply these keyword sets to all queues at the moment, but
would also like to know how to deal with the possibility of setting up
alternates for a different queue at some point.
Thanks in advance for all your help. RT2 is a great product!
Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl@u.washington.edu
206/543.2523 EE/CSE 307F
Thanks to Marc for the excellent Keyword tutorial howto. Maybe that should
be online rather than in a .zip file…
I still have a question as to whether or not my original plan can be
executed. I have two meta-keywords, Bug and Request (both listed under
Classification organization as per Marc’s howto), and then other
keywords contained inside those two (Bug/Software or Request/Purchase). I
want to be able to add a search value for Request/* or Bug/*. It looks
like this isn’t possible unless I explicitly include search values for
every keyword. Just searching for Bug isn’t enough.
Is this a feature request, or an ignorant user?On Sun, 17 Mar 2002, justin m. clayton wrote:
I’ve just come up from the ranks of RT1 to RT2 and am a bit confused about
the new Keywords stuff. It looks powerful, but unfortunately the docs are
a bit sketchy at this point (or I don’t get them). Can someone please
explain it to me in the context of what I want to do?
Basically, I want to mirror the selection of Areas a la RT1, only with
some heirarchy. So, I want to tag a ticket as a bug, project, request,
etc. I also optionally provide more specific info (software request vs
configuration request or request for purchase of equipment), and still be
able to search based on any level of heirarchy (so, search for
Request/Software, or just for all Requests).
I thought that I just defined this order in Configuration.Keywords, but
I guess that’s not how it’s done. Where do Keyword Selections come in to
play? I plan to apply these keyword sets to all queues at the moment, but
would also like to know how to deal with the possibility of setting up
alternates for a different queue at some point.
Thanks in advance for all your help. RT2 is a great product!
Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl@u.washington.edu
206/543.2523 EE/CSE 307F
Yes, my fault that it’s not yet online – I haven’t learned the rt/fm
system yet. I believe your question falls under feature requests – I
believe keyword searching is per-item, not recursive.
Marc Hedlund
e: marc at precipice dot orgOn Mon, 18 Mar 2002, justin m. clayton wrote:
Thanks to Marc for the excellent Keyword tutorial howto. Maybe that should
be online rather than in a .zip file…
I still have a question as to whether or not my original plan can be
executed. I have two meta-keywords, Bug and Request (both listed under
Classification organization as per Marc’s howto), and then other
keywords contained inside those two (Bug/Software or Request/Purchase). I
want to be able to add a search value for Request/* or Bug/*. It looks
like this isn’t possible unless I explicitly include search values for
every keyword. Just searching for Bug isn’t enough.
I’ve just come up from the ranks of RT1 to RT2 and am a bit confused about
the new Keywords stuff. It looks powerful, but unfortunately the docs are
a bit sketchy at this point (or I don’t get them). Can someone please
explain it to me in the context of what I want to do?
Basically, I want to mirror the selection of Areas a la RT1, only with
some heirarchy. So, I want to tag a ticket as a bug, project, request,
etc. I also optionally provide more specific info (software request vs
configuration request or request for purchase of equipment), and still be
able to search based on any level of heirarchy (so, search for
Request/Software, or just for all Requests).
I thought that I just defined this order in Configuration.Keywords, but
I guess that’s not how it’s done. Where do Keyword Selections come in to
play? I plan to apply these keyword sets to all queues at the moment, but
would also like to know how to deal with the possibility of setting up
alternates for a different queue at some point.
Thanks in advance for all your help. RT2 is a great product!
–
Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl@u.washington.edu
206/543.2523 EE/CSE 307F
Yes, my fault that it’s not yet online – I haven’t learned the rt/fm
system yet. I believe your question falls under feature requests – I
believe keyword searching is per-item, not recursive.
Marc Hedlund
e: marc at precipice dot org
This would definately be a useful feature. Any idea how much work it would
involve? I’m going to be doing some RT hacking in the coming weeks (making
some scrips to resolve dependent tickets, and a few other items) and maybe
I could add this to the list. Another nice thing to be able to search on
would be relationships, for example, show me all the children of request #100 (which could then be acted on all at once).
Adding search-by-recursive-keyword is annoyingly difficult with the current sysytem.
(It would require enumerating all the children of a keyword and searching on those
identifiers) The system we’ll have with custom fields in 2.2 will make this a trivial operation (that will be built in from the get-go
Adding a relationships search to the main search UI would definitely be a welcome addition.
-jOn Mon, Mar 18, 2002 at 02:26:10PM -0700, wozz+rt@wookie.net wrote:
On Mon, Mar 18, 2002 at 12:52:04PM -0800, Marc Hedlund wrote:
Yes, my fault that it’s not yet online – I haven’t learned the rt/fm
system yet. I believe your question falls under feature requests – I
believe keyword searching is per-item, not recursive.
Marc Hedlund
e: marc at precipice dot org
This would definately be a useful feature. Any idea how much work it would
involve? I’m going to be doing some RT hacking in the coming weeks (making
some scrips to resolve dependent tickets, and a few other items) and maybe
I could add this to the list. Another nice thing to be able to search on
would be relationships, for example, show me all the children of request #100 (which could then be acted on all at once).
