Ranking in RT

Hi Everyone,

We are trying to set up ranking for tickets (should be unique) in a
particular queue. Is there a way to implement this with custom field or
with any other method. Any suggestion will be appreciated.

RT 3.8.8

Thanks,
Jain Jacob

We are trying to set up ranking for tickets (should be unique) in a
particular queue. Is there a way to implement this with custom field or
with any other method. Any suggestion will be appreciated.

You’ll have to explain more what you mean. It sounds like maybe you
just want a clever use of priority or dates.

You can, of course, create a ticket custom field named “Ranking” and do
what you’d like with it.

Thomas

Hi Thomas,

Thank you for your reply.

We need to implement straight ranking for tickets in a particular queue.
In other words the value should be unique for each ticket in a particular
queue. Suppose if we use custom field to rank the tickets how we can
ensure that the value we enter is unique for that queue and not repeated.
Please let me know if you need further details.

Thanks,
Jain Jacob

From:
Thomas Sibley trs@bestpractical.com
To:
rt-users@lists.bestpractical.com
Date:
08/26/2011 09:09 AM
Subject:
Re: [rt-users] Ranking in RTOn 08/25/2011 09:27 PM, Jain Jacob wrote:

We are trying to set up ranking for tickets (should be unique) in a
particular queue. Is there a way to implement this with custom field or
with any other method. Any suggestion will be appreciated.

You’ll have to explain more what you mean. It sounds like maybe you
just want a clever use of priority or dates.

You can, of course, create a ticket custom field named “Ranking” and do
what you’d like with it.

Thomas
RT Training Sessions (http://bestpractical.com/services/training.html)

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Jain,

Like Thomas said, you’d have to create your own CF. you would then need to
implement some sort of Cron job to evaluate (you would have to determine
some sort of ranking criteria) them ALL on a regular basis since the ranking
value for each might have to be modified based on the criteria. How often it
runs would also be up to you, nightly?

Kenn
LBNLOn Thu, Aug 25, 2011 at 6:27 PM, Jain Jacob Jain.Jacob@sherwin.com wrote:

Hi Everyone,

We are trying to set up ranking for tickets (should be unique) in a
particular queue. Is there a way to implement this with custom field or with
any other method. Any suggestion will be appreciated.

RT 3.8.8

Thanks,
Jain Jacob

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA — September 26 & 27, 2011
  • San Francisco, CA, USA — October 18 & 19, 2011
  • Washington DC, USA — October 31 & November 1, 2011
  • Melbourne VIC, Australia — November 28 & 29, 2011
  • Barcelona, Spain — November 28 & 29, 2011

We need to implement straight ranking for tickets in a particular queue. In other words the
value should be unique for each ticket in a particular queue. Suppose if we use custom field
to rank the tickets how we can ensure that the value we enter is unique for that queue and not
repeated. Please let me know if you need further details.

You’ll need to write a Scrip that examines the other settings in your
queue to determine if a number is valid.

You could actually do it as an external custom field that only offers
a dropdown list of numbers that aren’t taken elsewhere in the queue.
There is documentation in the docs directory about external custom
fields.

The simplest way may be to use the built in priority field, since many
things auto-sort by it, but either way you’re going to need a Scrip
that checks when you change the field to see if the input was valid.

-kevin