RT provides an excellent history log of all activities relating to a
ticket. This provides an unchangeable record which auditors love when
reviewing tickets.
However we occasionally make changes to a queue such as adding a new
custom field. This does not get filled in for historical tickets (too
many) only new ones. When reviewing the old tickets auditors ask why the
fields were not filled in correctly.
We handle this by keeping a separate log of changes we make to queues
and when they were made.
My question is: does anyone else keep track of the changes they make to
queues, and if so, how do you do it? Is there any way to do this within
RT - I would love to do so but have no idea where to begin.
RT has a “Bulk Update” feature which would allow you to add whatever
value to specific Custom Fields on tickets in specific Queues as well as
add comments to specific tickets in a queue. By specific, I mean
whatever criteria you use for “selecting” the ticket you want to update.
RT provides an excellent history log of all activities relating to a
ticket. This provides an unchangeable record which auditors love when
reviewing tickets.
However we occasionally make changes to a queue such as adding a new
custom field. This does not get filled in for historical tickets (too
many) only new ones. When reviewing the old tickets auditors ask why the
fields were not filled in correctly.
We handle this by keeping a separate log of changes we make to queues
and when they were made.
My question is: does anyone else keep track of the changes they make to
queues, and if so, how do you do it? Is there any way to do this within
RT - I would love to do so but have no idea where to begin.
I use this feature for some fields but others require information
specific to a ticket (eg description of product design change). Also,
reviewers of historical tickets can still ask the question: “why wasn’t
the field filled in when the ticket was active?”
I use this feature for some fields but others require information
specific to a ticket (eg description of product design change). Also,
reviewers of historical tickets can still ask the question: “why wasn’t
the field filled in when the ticket was active?”
I would do this:
Create the new custom field, and add any selection values to it that
you’ll need (if it’s not a fill-in-the-blank type CF)
Also add a selection value of “Field not available at time of ticket
creation”
Using Bulk Update, set that CF value to “Field not available at time
of ticket creation” for all existing tickets
Go back to the custom field settings, delete the value “Field not
available at time of ticket creation” as an option
Explain to the auditors that new fields are added every so often, and
explain the procedure you went through to set that value, emphasizing
that by removing that particular value as an option, users are unable to
set any new ticket custom field to that value.
That should hopefully be sufficient to satisfy everyone…
I use this feature for some fields but others require information
specific to a ticket (eg description of product design change). Also,
reviewers of historical tickets can still ask the question: “why wasn’t
the field filled in when the ticket was active?”
Gordon
Ken Crocker wrote:
Gordon,
RT has a “Bulk Update” feature which would allow you to add whatever
value to specific Custom Fields on tickets in specific Queues as well as
add comments to specific tickets in a queue. By specific, I mean
whatever criteria you use for “selecting” the ticket you want to update.
RT provides an excellent history log of all activities relating to a
ticket. This provides an unchangeable record which auditors love when
reviewing tickets.
However we occasionally make changes to a queue such as adding a new
custom field. This does not get filled in for historical tickets (too
many) only new ones. When reviewing the old tickets auditors ask why the
fields were not filled in correctly.
We handle this by keeping a separate log of changes we make to queues
and when they were made.
My question is: does anyone else keep track of the changes they make to
queues, and if so, how do you do it? Is there any way to do this within
RT - I would love to do so but have no idea where to begin.