Hi,
I was looking for a way to have RT2 associate a particular ticket with an
internal reference value, such as a computer name, a username, and then be
able to search for that internal reference value to find other tickets
associated with it.
For example, trouble tickets / requests which refer to a particular web
server – helpdesk opens a ticket complaining of speed problems, it gets
solved, a week later another ticket comes along, same server, different
customer complaining though. I’d like to be able to search on the hostname
and easily see all associated tickets, open or closed.
The closest thing that seems to almost be there now for what I’m after is
the Relationships; but there isn’t (yet) a way to search/query based upon
relationships, plus they’re more geared towards ticket-number relationships,
rather than relationships to people or other reference values.
I’ve looked through the list-archives and various contribs/patches to RT2,
but I haven’t found a way to do this yet…any suggestions would be
appreciated.
Thanks,
Scott
Heya, Scott.
I suspect that at this point, you really would be best off using the Relationships interface with hostname: “urls” and adding the search functionality to the
UI. (On the backend, searching against URLs is there. and it’s been enhanced
some more in my current development codebase.)
JesseOn Wed, Oct 17, 2001 at 08:08:57PM +0200, Scott A. McIntyre wrote:
Hi,
I was looking for a way to have RT2 associate a particular ticket with an
internal reference value, such as a computer name, a username, and then be
able to search for that internal reference value to find other tickets
associated with it.
For example, trouble tickets / requests which refer to a particular web
server – helpdesk opens a ticket complaining of speed problems, it gets
solved, a week later another ticket comes along, same server, different
customer complaining though. I’d like to be able to search on the hostname
and easily see all associated tickets, open or closed.
The closest thing that seems to almost be there now for what I’m after is
the Relationships; but there isn’t (yet) a way to search/query based upon
relationships, plus they’re more geared towards ticket-number relationships,
rather than relationships to people or other reference values.
I’ve looked through the list-archives and various contribs/patches to RT2,
but I haven’t found a way to do this yet…any suggestions would be
appreciated.
Thanks,
Scott
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