Search on Ticket Transaction custom fields

Hello!

I think this has been an mentioned in the past and I dug through the
lists again but no luck but I may have missed it…

Is there a way to search for values in a custom field associated with a
Ticket Transaction, not a Ticket?

We track our after-hours support calls by flagging the Ticket
Transaction as No, Yes (Emergency), Yes (non-emergency). I’d prefer to
keep it on the Ticket Transaction level because we may continue working
on a particular issue during regular hours. So, perhaps 30 minutes was
after hours but we continued and resolved the ticket after another 60
minutes during business hours. I need to report the 30 minutes, not the
total 90 minutes.

Depending on the responses to this, I’ll likely just have to move the
custom field up to the Ticket level and advise my engineers that if it’s
not resolved after hours, they’ll need to open a new ticket for the
"business hours" portion and reference the other ticket.

Does anyone have any suggestions for handling this better? (The goal
being to report to mgmt the # of and time worked for after hours support
calls).

Thanks

Steve

Hello!

I think this has been an mentioned in the past and I dug through the lists
again but no luck but I may have missed it…

Is there a way to search for values in a custom field associated with a
Ticket Transaction, not a Ticket?

We track our after-hours support calls by flagging the Ticket Transaction as
No, Yes (Emergency), Yes (non-emergency). I’d prefer to keep it on the
Ticket Transaction level because we may continue working on a particular
issue during regular hours. So, perhaps 30 minutes was after hours but we
continued and resolved the ticket after another 60 minutes during business
hours. I need to report the 30 minutes, not the total 90 minutes.

Depending on the responses to this, I’ll likely just have to move the custom
field up to the Ticket level and advise my engineers that if it’s not
resolved after hours, they’ll need to open a new ticket for the “business
hours” portion and reference the other ticket.

Does anyone have any suggestions for handling this better? (The goal being
to report to mgmt the # of and time worked for after hours support calls).

Thanks

Steve


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Steve,

I’ve been trying to do something similar. I have Close codes that
needs to be selected upon the resolve or closure of a ticket. What I
think I (we) need to do is make a scrip to pull the selection and pack
it into a ticket level CF. That would make it search able. Now
actually doing this is a royal pain. I poured over google, thw wiki
and alike looking for the answer. I’ve even posted the same basic
question on this mailing list. I never got a response. Looking back in
the mailing list archives, others have asked also with no response. So
I think either no one knows how to do this, so its to trivial to
answer. I even got the RT essentials book, and that has poor coverage
on CF’s in general.

-Erik-