Use of keywords

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


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