Hi all,
I am working through keywords and have hit another little stumbling
block - keywords.
I think I understand the concept, but I can’t seem to get them to work.
At the top level (Configuration.Keywords) I have added a key called
’client’ with three values representing external customers.
Under Configuration.Queues.General.KeywordSelection I have created a key
called ‘contact’ which has the settings ‘single children of client 1
level deep’
Now when I go into a ticket I can assign a keyword called ‘contact’ with
a value equal to one of the ‘client’ names I created earlier.
So far, so good.
However, I don’t seem to be able to search on the keyword. It would be
nice to be able to create a search along the lines of ‘all open tickets
for client X’, but I can’t seem to find how to do this.
Any help would be apprecaited.
David Ryan,
Baker Consultants
To search on a keyword, first select the queue to which the keyword
applies, and hit “Refine”. You should get a new search form that includes
a search field for your keyword. (It only shows up on a search for a
queue since otherwise every keyword in every queue would appear in each
search form.)
I’ve attached a keywords “howto” document I wrote in September that hasn’t
(to my knowledge) made it onto the docs site (grumble!). It may be
helpful…
Marc Hedlund
e: marc at precipice dot orgOn Thu, 8 Nov 2001, David Ryan wrote:
Hi all,
I am working through keywords and have hit another little stumbling
block - keywords.
I think I understand the concept, but I can’t seem to get them to work.
At the top level (Configuration.Keywords) I have added a key called
‘client’ with three values representing external customers.
Under Configuration.Queues.General.KeywordSelection I have created a key
called ‘contact’ which has the settings ‘single children of client 1
level deep’
Now when I go into a ticket I can assign a keyword called ‘contact’ with
a value equal to one of the ‘client’ names I created earlier.
So far, so good.
However, I don’t seem to be able to search on the keyword. It would be
nice to be able to create a search along the lines of ‘all open tickets
for client X’, but I can’t seem to find how to do this.
Any help would be apprecaited.
David Ryan,
Baker Consultants
rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users
Keywords-HOWTO.zip (17 KB)
Marc,
Thanks for that. I liked RT from the start and now I am getting to like
it even more . . .
Quick question -
Assume we have clients\boi, clients\aib and clients\nib and within
clients\boi we have clients\boi\marc, clients\boi\david and
clients\boi\jane
Is it possible to construct a mechanism whereby we can say the contact
for a particular ticket is clients\boi\david and then be able to search
on the clients\boi bit ? Or do we have to have two keywords, one for
the person and one for the client ?
I know we can do the latter, but I just reckon the first one would be
more logical
Thanks,
David Ryan,
Baker Consultants
Marc Hedlund wrote:
I believe you need to do the latter (two keywords) – as far as I know
keyword configuration is heirarchical, but not keyword search.
Marc Hedlund
e: marc at precipice dot orgOn Thu, 8 Nov 2001, David Ryan wrote:
Marc,
Thanks for that. I liked RT from the start and now I am getting to like
it even more . . .
Quick question -
Assume we have clients\boi, clients\aib and clients\nib and within
clients\boi we have clients\boi\marc, clients\boi\david and
clients\boi\jane
Is it possible to construct a mechanism whereby we can say the contact
for a particular ticket is clients\boi\david and then be able to search
on the clients\boi bit ? Or do we have to have two keywords, one for
the person and one for the client ?
I know we can do the latter, but I just reckon the first one would be
more logical
Thanks,
David Ryan,
Baker Consultants
Marc Hedlund wrote:
To search on a keyword, first select the queue to which the keyword
applies, and hit “Refine”. You should get a new search form that includes
a search field for your keyword. (It only shows up on a search for a
queue since otherwise every keyword in every queue would appear in each
search form.)
I’ve attached a keywords “howto” document I wrote in September that hasn’t
(to my knowledge) made it onto the docs site (grumble!). It may be
helpful…
Marc Hedlund
e: marc at precipice dot org
On Thu, 8 Nov 2001, David Ryan wrote:
Hi all,
I am working through keywords and have hit another little stumbling
block - keywords.
I think I understand the concept, but I can’t seem to get them to work.
At the top level (Configuration.Keywords) I have added a key called
‘client’ with three values representing external customers.
Under Configuration.Queues.General.KeywordSelection I have created a key
called ‘contact’ which has the settings ‘single children of client 1
level deep’
Now when I go into a ticket I can assign a keyword called ‘contact’ with
a value equal to one of the ‘client’ names I created earlier.
So far, so good.
However, I don’t seem to be able to search on the keyword. It would be
nice to be able to create a search along the lines of ‘all open tickets
for client X’, but I can’t seem to find how to do this.
Any help would be apprecaited.
David Ryan,
Baker Consultants
rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users
Name: Keywords-HOWTO.zip
Keywords-HOWTO.zip Type: Zip Compressed Data (application/x-zip-compressed)
Encoding: BASE64
Description: HOWTO document