RT3.4.1 Custom fields

Hi All,

Our student helpdesk service take calls on a number of different issues
and I’m currently trying to convert them to using RT from an Access
database (sic).

My stumbling block is that we want to set a number of custom fields
based on the type of query. For example, if they take a call regarding
a faulty printer, we need RT to then present another custom field so
that we can describe the printer fault.

I.E.

Class of report: Printer fault
Printer fault : Paper jam / toner low / out of paper / it’s on fire!

We only want to see the printer fault custom fields for printer faults.
Equally, we want other groupings with subsequent options along these
lines.

Is anyone doing this or something similar? I could do this with a
seperate web page, but I’m wondering if this is this the "Right way™"
to do it, or is there a better and more suitable way?

Thanks for a great product Jesse!

Version information is:
RT 3.4.1
PostgreSQL 7.4.7.
Fedora Core 3

Regards, Ian.
Ian Norton
Mail & Systems Support
Lancaster University
http://www.lancs.ac.uk/

We use 2 queues as a result. A printers queue with those custom fields,
and a netops queue which covers everything else. In both cases, the CF
is called ProblemType.

Custom field in printers has
Toner
Fuser
Maintenance Kit
Rollers

Custom field in netops contains
Hardware
Software
Upgrade
PEBKAC

Maybe you could also try something like this?

DB

Ian Norton wrote:

You can set custom fields up just for specific queues. Then you just need to
figure out how to get printer queries to go there.

printersupport@studenthelpdesk.com?

Cheers-----Original Message-----
From: Ian Norton [mailto:i.norton@lancaster.ac.uk]
Sent: 03 March 2005 13:51
To: rt-users@lists.fsck.com
Subject: [rt-users] RT3.4.1 Custom fields

Hi All,

Our student helpdesk service take calls on a number of different issues and
I’m currently trying to convert them to using RT from an Access database
(sic).

My stumbling block is that we want to set a number of custom fields based on
the type of query. For example, if they take a call regarding a faulty
printer, we need RT to then present another custom field so that we can
describe the printer fault.

I.E.

Class of report: Printer fault
Printer fault : Paper jam / toner low / out of paper / it’s on fire!

We only want to see the printer fault custom fields for printer faults.
Equally, we want other groupings with subsequent options along these
lines.

Is anyone doing this or something similar? I could do this with a seperate
web page, but I’m wondering if this is this the "Right way™"
to do it, or is there a better and more suitable way?

Thanks for a great product Jesse!

Version information is:
RT 3.4.1
PostgreSQL 7.4.7.
Fedora Core 3

Regards, Ian.
Ian Norton
Mail & Systems Support
Lancaster University
http://www.lancs.ac.uk/

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact training@bestpractical.com
for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

If you are asking about custom fields based on selections, no it is not
available as of yet, but you can create a queue called printers and create a
drop down custom field with various entries such as ink, toner, power,
alignment etc…On 3/3/05 8:04 AM, “Drew Barnes” barnesaw@ucrwcu.rwc.uc.edu wrote:

We use 2 queues as a result. A printers queue with those custom fields,
and a netops queue which covers everything else. In both cases, the CF
is called ProblemType.

Custom field in printers has
Toner
Fuser
Maintenance Kit
Rollers

Custom field in netops contains
Hardware
Software
Upgrade
PEBKAC

Maybe you could also try something like this?

DB

Ian Norton wrote:

Hi All,

Our student helpdesk service take calls on a number of different issues
and I’m currently trying to convert them to using RT from an Access
database (sic).

My stumbling block is that we want to set a number of custom fields
based on the type of query. For example, if they take a call
regarding a faulty printer, we need RT to then present another custom
field so that we can describe the printer fault.

I.E.

Class of report: Printer fault
Printer fault : Paper jam / toner low / out of paper / it’s on fire!

We only want to see the printer fault custom fields for printer
faults. Equally, we want other groupings with subsequent options
along these lines.

Is anyone doing this or something similar? I could do this with a
seperate web page, but I’m wondering if this is this the “Right
way™” to do it, or is there a better and more suitable way?

Thanks for a great product Jesse!

Version information is:
RT 3.4.1
PostgreSQL 7.4.7.
Fedora Core 3

Regards, Ian.

Ian Norton
Mail & Systems Support
Lancaster University
http://www.lancs.ac.uk/


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact
training@bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon! (Boston,
San Francisco, Austin, Sydney) Contact training@bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com