Queue-specific Ticket CF's in RT At-a-glance

RT Users
1

Yes, it’s a bit like putting the cart before the horse.

Every Queue we have has a CF called ‘SubCategory’, each with it’s own
values. Whenever tickets are listed, I would like to see the value of
this CF. The fact that it has the same name may be what makes this
work, since most code I’ve seen tries to load by name, queue-specific
first, then global. Any thoughts on this type of hack?

Regards,

joe
Joe Casadonte
joe.casadonte@oracle.com

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== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
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2

Every Queue we have has a CF called ‘SubCategory’, each with it’s own
values. Whenever tickets are listed, I would like to see the value of
this CF. The fact that it has the same name may be what makes this
work, since most code I’ve seen tries to load by name, queue-specific
first, then global. Any thoughts on this type of hack?

Well, if I assign one of the SubCategory CFs to ALL queues, then it
appears in the column display list and I can add it to queries. As long
as this CF is assigned to all queues, though there are several problems:

  1. it overrides the queue-specific CF in the output
  2. I can see it in all tickets, which I don’t want

If I remove the CF, then the query results show me what I expect, and
the tickets only have one SubCategory, as expected. So while this is OK
for setting up the saved queries, it’s not a long-term solution.

Regards,

joe
Joe Casadonte
joe.casadonte@oracle.com

========== ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
========== ==========