Hi Everyone,
We are currently evaluating RT to replace our current (crappy)
ticketing system. So far everyone has good things to say about it 
.
Our Helpdesk Manager asked me to post this up and see if anyone had any
input on it.
Many thanks in advance!
I want to know if there is a way that I can assign / save the value of the category field (in the cascading field) to another custom field when an item is chosen.Here is the scenario in RT3.6:
I have two custom fields:
Type (which is a “select one value” type)
Sort Name Description
Category
10 Help Request
20 Work Request
SubType (which is “select one value” type with category column filled
in, “cascading”)
Sort Name Description
Category
10 E-mail
Help Request
20 Internet
Help Request
30 New Hire
Work Request
40 Termination
Work Request
So, what I would like to do is to set “Type” to be Read-Only and when I
choose a “SubType”, to use the “Category” value to fill in “Type”. This
can be done once the ticket is saved. I’m not looking for it to change
"on the fly".
The problem I have with it now is that you can choose Type:Work Request
for example and then choose SubType:E-mail (Category:Help Request).
This of course will influence when I run reports on # of Work Request, #
of Help Requests and others.
As well as not be true to the classification of the ticket.
</ helpdesk manager>
Helmuth Ramirez
Compupay
IT Department
3450 Lakeside Dr. Suite 400
Miramar, FL 33027
954-874-4800 x7754