RT 3.6.5 - Bulk CF Update Interface Suggestions

Hello,

We’ve finally gotten around to working with RT 3.6, and it’s cool
that on the bulk update screen you can now update custom fields.

I’d like to make some suggestions about the interface for that,
though. I know it’s subjective, but the “add values/delete values”
scheme for seems awkward and counter-intuitive. It’s certainly
different from the single-ticket custom field update interface.

I’m thinking that users really think in terms of modifying a field
value, not adding or deleting values. In fact, ‘Add values’ seems to
be a misnomer - if you type something in there (or select something
from a drop-down) it replaces the current value, it doesn’t add it to
the existing value.

For select fields, how useful is it to be able to delete specific
values? If I want to clear a custom field on any ticket where the
value is, say, ‘Problem Report’, I’m more likely to define my search
to look for such tickets, or simply define the tickets to be updated
via the checkboxes on bulk update.

Lastly, one major omission is the ability to just clear a select
custom field (set it to ‘no value’) for a list of tickets.

I’ve attached a screenshot of our implementation of bulk CF updates -
the interface seems simpler and more intuitive. We’ve added a ‘null’
entry to drop-downs, marked by ‘------’, which means ‘don’t update
the field’. This means that selecting ‘no value’ means “set the field
to ‘no value’ on selected tickets”. This behavior matches the
single-ticket update pages.

You can do everything else with this interface except ‘set field to
no-value where current value is “foo”’ - but as I describe above,
this would more likely to be done by limiting the search and/or checking boxes.

Thanks,
Steve

Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)

My 2 cents …

As a heavy user of custom multi-select combo boxes I find the current
design both very useful, flexible, & intuitive. While this
suggestion may be a simplification for those who need it, it impresses
me as a step backwards to a less useful, versitile, or powerful
arrangement. I find it very useful to be able to bulk add or delete
combinations of specific values in a single step.

Bill Davis

Stephen Turner wrote:

Hello,

We’ve finally gotten around to working with RT 3.6, and it’s cool that
on the bulk update screen you can now update custom fields.

I’d like to make some suggestions about the interface for that, though.
I know it’s subjective, but the “add values/delete values” scheme for
seems awkward and counter-intuitive. It’s certainly different from the
single-ticket custom field update interface.

I’m thinking that users really think in terms of modifying a field
value, not adding or deleting values. In fact, ‘Add values’ seems to be
a misnomer - if you type something in there (or select something from a
drop-down) it replaces the current value, it doesn’t add it to the
existing value.

For select fields, how useful is it to be able to delete specific
values? If I want to clear a custom field on any ticket where the value
is, say, ‘Problem Report’, I’m more likely to define my search to look
for such tickets, or simply define the tickets to be updated via the
checkboxes on bulk update.

Lastly, one major omission is the ability to just clear a select custom
field (set it to ‘no value’) for a list of tickets.

I’ve attached a screenshot of our implementation of bulk CF updates -
the interface seems simpler and more intuitive. We’ve added a ‘null’
entry to drop-downs, marked by ‘------’, which means ‘don’t update the
field’. This means that selecting ‘no value’ means “set the field to
‘no value’ on selected tickets”. This behavior matches the
single-ticket update pages.

You can do everything else with this interface except ‘set field to
no-value where current value is “foo”’ - but as I describe above, this
would more likely to be done by limiting the search and/or checking
boxes.

Thanks,

Steve

Stephen Turner

Senior Programmer/Analyst - Client Support Services

MIT Information Services and Technology (IS&T)


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What Bill said!On 12/6/07, Bill Davis daviswj@comcast.net wrote:

My 2 cents …

As a heavy user of custom multi-select combo boxes I find the current
design both very useful, flexible, & intuitive. While this suggestion may
be a simplification for those who need it, it impresses me as a step
backwards to a less useful, versitile, or powerful arrangement. I find it
very useful to be able to bulk add or delete combinations of specific values
in a single step.

Bill Davis

Stephen Turner wrote:
Hello,

We’ve finally gotten around to working with RT 3.6, and it’s cool that on
the bulk update screen you can now update custom fields.

I’d like to make some suggestions about the interface for that, though. I
know it’s subjective, but the “add values/delete values” scheme for seems
awkward and counter-intuitive. It’s certainly different from the
single-ticket custom field update interface.

I’m thinking that users really think in terms of modifying a field value,
not adding or deleting values. In fact, ‘Add values’ seems to be a misnomer

  • if you type something in there (or select something from a drop-down) it
    replaces the current value, it doesn’t add it to the existing value.

For select fields, how useful is it to be able to delete specific values?
If I want to clear a custom field on any ticket where the value is, say,
‘Problem Report’, I’m more likely to define my search to look for such
tickets, or simply define the tickets to be updated via the checkboxes on
bulk update.

Lastly, one major omission is the ability to just clear a select custom
field (set it to ‘no value’) for a list of tickets.

I’ve attached a screenshot of our implementation of bulk CF updates - the
interface seems simpler and more intuitive. We’ve added a ‘null’ entry to
drop-downs, marked by ‘------’, which means ‘don’t update the field’. This
means that selecting ‘no value’ means “set the field to ‘no value’ on
selected tickets”. This behavior matches the single-ticket update pages.

You can do everything else with this interface except ‘set field to
no-value where current value is “foo”’ - but as I describe above, this would
more likely to be done by limiting the search and/or checking boxes.

Thanks,
Steve

Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)



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The rt-devel Archives

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we’ll take
up to 20 percent off the price. This sale won’t last long, so get in touch
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Email us at sales@bestpractical.com or call us at +1 617 812 0745.

At Thursday 12/6/2007 03:28 PM, Bill Davis wrote:

My 2 cents …

As a heavy user of custom multi-select combo boxes I find the
current design both very useful, flexible, & intuitive. While this
suggestion may be a simplification for those who need it, it
impresses me as a step backwards to a less useful, versitile, or
powerful arrangement. I find it very useful to be able to bulk add
or delete combinations of specific values in a single step.

Bill Davis

Bill,

I’m curious - how do you clear select-type custom field values
through the bulk update interface? I don’t mean delete specific
values - I mean simply set a field to ‘no value’ for the selected tickets.

Steve