I’m setting up a new queue with many custom fields. Before I get too far in
the design, I trying to learn what I can do with the category for custom
fields. Specifically, will
I be able to create a saved searches based on a custom field’s category?
These would be used in group dashboards. Is this doable? I cannot figure
out the TicketSQL syntax.
For example, the queue is named FR and the custom field is Report with the
categories that are colors: Blue, Teal, and Black.
The following returns the all tickets with Report set to one of the
possibilities.
Queue = ‘FR CP’ AND CF.Report IS NOT Null
It would be nice see all the tickets where the Report field is set to one
of the options for Category. (pseudo code)
Queue = ‘FR CP’ AND CF.Report.Category = ‘Black’
a
One approach that I have tried is having two custom fields: Report and
ReportCategory which has the colors. With both fields enabled, one has to
first choose the ReportCategory, then the Report list box shows all the
Reports in the category. When I had just Report, without ReportCategory
enabled, the Report listbox had the report options nicely grouped by
category in the listbox. Nicer as one had to only choose one listbox
(Report) not from two (ReportCategory and then Report).
Can I use ticket sql for a search on a custom field category?
Thanks!
Sharon Belliveau
Federal Reserve Board
Hi,
There is no such functionality as category is property of a value, but
is not saved when value is set on object. Use BasedOn custom fields,
so category is saved as additional custom field.On Wed, Dec 7, 2011 at 11:45 PM, sharon.belliveau@frb.gov wrote:
I’m setting up a new queue with many custom fields. Before I get too far in
the design, I trying to learn what I can do with the category for custom
fields. Specifically, will
I be able to create a saved searches based on a custom field’s category?
These would be used in group dashboards. Is this doable? I cannot figure
out the TicketSQL syntax.
For example, the queue is named FR and the custom field is Report with the
categories that are colors: Blue, Teal, and Black.
The following returns the all tickets with Report set to one of the
possibilities.
Queue = ‘FR CP’ AND CF.Report IS NOT Null
It would be nice see all the tickets where the Report field is set to one
of the options for Category. (pseudo code)
Queue = ‘FR CP’ AND CF.Report.Category = ‘Black’
a
One approach that I have tried is having two custom fields: Report and
ReportCategory which has the colors. With both fields enabled, one has to
first choose the ReportCategory, then the Report list box shows all the
Reports in the category. When I had just Report, without ReportCategory
enabled, the Report listbox had the report options nicely grouped by
category in the listbox. Nicer as one had to only choose one listbox
(Report) not from two (ReportCategory and then Report).
Can I use ticket sql for a search on a custom field category?
Thanks!
Sharon Belliveau
Federal Reserve Board
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