Keyword selects

I’ve just installed RT and I’ve got it up and running. In my
customizations for my client, I want to make use of the Keyword Select
functionality.

I want to include as a keyword on my tickets the city name (which can be
a multiple value).

I’ve added in Configuration->Keywords->
City
City/Austin
City/Arizona
City/Baltimore

But when I go to Configuration->Global->Keyword Selections->
And create the KeywordSelect:

  • “City”: “Multiple” children of “City” up to “” levels deep

I don’t see the cities listed when I start a new ticket request. Instead
I see, “City” with a blank select box next to it.

The html looks like:


City



Please advise me as to how to best use this feature. It would really
really help.

Thanks,
Colleen Noonan

http://fsck.com/rtfm/article.html?id=1#50

scroll down a bit and you’ll see a good discussion of keywords.

-shannon pedersen----- Original Message -----
From: “Colleen”

I’ve just installed RT and I’ve got it up and running. In my
customizations for my client, I want to make use of the Keyword Select
functionality.

|+ I’ve added in Configuration->Keywords->
|+ City
|+ City/Austin
|+ City/Arizona
|+ City/Baltimore

Did you actually create each of these keywords themselves, or did you
create the ‘City’ keyword, then click on ‘City’ and create the
sub-keywords? It sounds like you created each keyword themselves, instead
of creating the keywords associated with ‘City’.

You may want to check out:
http://www.fsck.com/pub/rt/contrib/2.0/Keywords-HOWTO.zip

-darrin

Try this…

http://www.fsck.com/pub/rt/contrib/2.0/Keywords-HOWTO.zip

Best Regards,
Camron-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of Colleen
Sent: Tuesday, April 23, 2002 16:05
To: rt-users@lists.fsck.com
Subject: [rt-users] keyword selects

I’ve just installed RT and I’ve got it up and running. In my
customizations for my client, I want to make use of the Keyword Select
functionality.

I want to include as a keyword on my tickets the city name (which can be
a multiple value).

I’ve added in Configuration->Keywords->
City
City/Austin
City/Arizona
City/Baltimore

But when I go to Configuration->Global->Keyword Selections->
And create the KeywordSelect:

  • “City”: “Multiple” children of “City” up to “” levels deep

I don’t see the cities listed when I start a new ticket request. Instead
I see, “City” with a blank select box next to it.

The html looks like:


City



Please advise me as to how to best use this feature. It would really
really help.

Thanks,
Colleen Noonan

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Excellent tutorial. My keyword selects are up and running. Thanks for
the tips everyone.

–colleen

-----Original Message-----
From: Darrin Walton [mailto:darrinw@nixc.net]
Sent: Tuesday, April 23, 2002 6:44 PM
To: Colleen
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] keyword selects

|+ I’ve added in Configuration->Keywords->
|+ City
|+ City/Austin
|+ City/Arizona
|+ City/Baltimore

Did you actually create each of these keywords themselves, or did you
create the ‘City’ keyword, then click on ‘City’ and create the
sub-keywords? It sounds like you created each keyword themselves,
instead

I think it is very important to clarify in the keywords discussion
this difference between keywords containing a slash (“Priority/High”,
“Priority/Medium”, “Priority/Low”) – which appear to almost always
be errors – and a keyword hierarchy (as in “Priority” == parent of
"High", “Medium” and “Low”). Perhaps even go so far as to disallow
the “/” in the keywords.

This distinction is made very well in the Keyword-howto doc
referenced by Camron, but isn’t clear in the RT/FM docs. For
experienced users I’m sure this is clear, but as someone just getting
acquainted with RT2, it took a while of playing before I noticed that
clicking the keyword was different than clicking the “edit” link next
to it.

— Eric

Eric Goodman | "The opinions expressed by Eric do not
Workstation Support Group | represent the opinions of anyone who
UC Santa Cruz | matters."
ericg@cats.ucsc.edu | — (modified from) “Cartoon Planet”

Amen to that!

Also the docs that Camron referenced weren’t easily accessible from
anywhere in the rt/fm docs. I also looked through the ht://dig
collection of list discussion.

–Colleen

Also the docs that Camron referenced weren’t easily accessible from
anywhere in the rt/fm docs. I also looked through the ht://dig
collection of list discussion.

They are now. As always, if you see something with RT that can be
(better) documented, the doc-workers list exists for your pleasure :wink:

Regards,

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B                      Operations