Sharing a custom field between two queues

Hi all:

I have two queues with a custom field called assets. If a ticket is in
queue A, and I fill in the assets field it works fine as long as the
ticket stays in queue A. When I move the ticket to queue B, the assets
field is empty. If I move it back to queue A the field is once again
filled. We have to change the queue of a ticket as part of the
workflow.

I saw that custom fields can be defined globally, but just two queues
of some 20 queues on our RT installation should have an assets custom
field.

I am running RT 3.2.2, is this the way it’s supposed to work, or is it
broken in 3.2.2? Is there some way to tell RT that the assets
field of queue A and the assets field of queue B are the same field?

			-- rouilj

John Rouillard
System Administrator
Renesys Corporation
603-643-9300 x 111

Hi John,

I’ve set up queues (in v3.6.3) that share custom fields and had it work
fine. As I recall, you create the custom field globally and then assign it
to whatever queues you want. Assuming that queues A and B have the custom
field PHONE assigned to them, the contents of PHONE should not change or
disappear when the ticket gets moved between A and B. If this is your
setup but not your experience, maybe the permissions in each queue are
different.

Regards,
Gene

At 04:10 PM 12/21/2007, John Rouillard wrote:

Hi all:

I have two queues with a custom field called assets. If a ticket is in
queue A, and I fill in the assets field it works fine as long as the
ticket stays in queue A. When I move the ticket to queue B, the assets
field is empty. If I move it back to queue A the field is once again
filled. We have to change the queue of a ticket as part of the
workflow.

I saw that custom fields can be defined globally, but just two queues
of some 20 queues on our RT installation should have an assets custom
field.

I am running RT 3.2.2, is this the way it’s supposed to work, or is it
broken in 3.2.2? Is there some way to tell RT that the assets
field of queue A and the assets field of queue B are the same field?


– rouilj

John Rouillard
System Administrator
Renesys Corporation
603-643-9300 x 111


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At 04:10 PM 12/21/2007, John Rouillard wrote:

Hi all:

I have two queues with a custom field called assets. If a ticket is in
queue A, and I fill in the assets field it works fine as long as the
ticket stays in queue A. When I move the ticket to queue B, the assets
field is empty. If I move it back to queue A the field is once again
filled. We have to change the queue of a ticket as part of the
workflow.

I saw that custom fields can be defined globally, but just two queues
of some 20 queues on our RT installation should have an assets custom
field.

I’ve set up queues (in v3.6.3) that share custom fields and had it work
fine. As I recall, you create the custom field globally and then assign it
to whatever queues you want.

Ok, I am using 3.2.2 and defining it globally, adds it for all queues.
There is no way to assign it to a queue. So guess I am out of luck
until I can upgrade.

Thanks for you help.

			-- rouilj

John Rouillard
System Administrator
Renesys Corporation
603-643-9300 x 111