Searching by Custom Fields

Hello,

I apologize in advance if this question has already been asked as I have not
found a quick way to search the archives and I am new to the list.

I need my Help Desk agents to be able to do a simple search on a Custom
Field (I created fields for Last Name and First Name of the user requesting
help so that we can quickly search for users by their name when they call
back for follow up without a ticket number.) The O’Reilly book indicates
that this is possible but I cannot find information about how to configure
RT to do so. Does anyone have any suggestions for how I might make this
possible? I’m fairly sure that I must be overlooking the obvious here.

Best,

Jennifer Scales
Help Desk/Public Lab Coordinator
College Information Resources
Haverford College
jscales@haverford.edu
(610) 896-1373

Add the queue to the search and then the queue’s custom fields will appear.On 11/29/07, Jen Scales jscales@haverford.edu wrote:

Hello,

I apologize in advance if this question has already been asked as I have not
found a quick way to search the archives and I am new to the list.

I need my Help Desk agents to be able to do a simple search on a Custom
Field (I created fields for Last Name and First Name of the user requesting
help so that we can quickly search for users by their name when they call
back for follow up without a ticket number.) The O’Reilly book indicates
that this is possible but I cannot find information about how to configure
RT to do so. Does anyone have any suggestions for how I might make this
possible? I’m fairly sure that I must be overlooking the obvious here.

Best,

Jennifer Scales
Help Desk/Public Lab Coordinator
College Information Resources
Haverford College
jscales@haverford.edu
(610) 896-1373


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I apologize in advance if this question has already been asked as I
have not found a quick way to search the archives

Since someone already answered your main question, I figured I would
answer this one.

I like to use Carbon60: Cloud Consulting - Services and Solutions
Friendly UI and pretty descent search features.

http://gentgeen.homelinux.org

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