Re: [rt-users] Custom Fields per queue
Hi Kevin, Version 3.8.4 allows you to show custom fields per queue in dashboards, even if they are not global custom fields. In order to do that, you have to create a query which should show the custom field you want as part of its result (ensure that you select the column you want as part of the Display Columns when you are generating the query). Then you only have to use this query as part of your dashboard, and it will show the custom field you want. If it doesn't work for you, perhaps it is the version of RT you are using, or perhaps you have a Rights issue, but I don't think so... Good luck and regards. Carlos Kevin Gagel wrote: I'm not sure what you mean by correct result. But I recently figured out a problem I was having with queues and custom fields. Mine related more to a dashboard's ability to see the custom field. It seems that if the custom field is a queue only field then the dashboard cannot be setup to show a column using that custom field. On the other hand if the custom field is setup as a global field it shows up readily as choice for a column to be picked as displayable in the dashboard. I've setup my install so that custom fields intended for a queue are only there and ones that should be in all queues are globally setup. Perhaps that is what you need to do... Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: [rt-users] Custom Fields per queue From: Rich West rich.w...@wesmo.com To: RT-Users@lists.bestpractical.com Date: 08/07/2009 1:52 PM We are ramping up our RT install here to provide more expanded services. I did the original install (I seem to install this at every job I go to), but it is now getting handed off to another manager, and, with my help, we are adjusting it to fit a working model that he has built. I've been using RT for years (and years.. and years.. and years..), and even encouraged the guys here to buy the book (two copies) so as to train them on the inner workings of the interface. We are now at the point where we want certain custom fields for the different queues. We have about 8 different queues that we support and we are trying to apply custom fields to different queues. For example, we have defined one custom field pull-down called Priority with several options that we want applied to all of the queues, one custom field called IT Category with a pull down of several options that we want applied to our Desktop Support queue, and one custom field called IDX Category with a pull down of several options that we want applied to our Applications queue. The web interface seems rather straight forward once you work through it a couple of times, but I cannot seem to have the correct end result. Am I missing something here? Thanks! -Rich RT 3.8.4 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 begin:vcard fn;quoted-printable:Carlos Garc=C3=ADa Montoro n;quoted-printable:Garc=C3=ADa Montoro;Carlos org;quoted-printable;quoted-printable:Instituto de F=C3=ADsica Corpuscular;Servicios Inform=C3=A1ticos adr;quoted-printable:Apartado de Correos 22085;;Edificio Institutos de Investigaci=C3=B3n;Valencia;Valencia;E-46071;Spain email;internet:carlos.gar...@ific.uv.es tel;work:(+34) 96 354 37 06 x-mozilla-html:TRUE version:2.1 end:vcard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom Fields per queue
I *think* I have it correct now.. Thanks! -Rich ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Custom Fields per queue
We are ramping up our RT install here to provide more expanded services. I did the original install (I seem to install this at every job I go to), but it is now getting handed off to another manager, and, with my help, we are adjusting it to fit a working model that he has built. I've been using RT for years (and years.. and years.. and years..), and even encouraged the guys here to buy the book (two copies) so as to train them on the inner workings of the interface. We are now at the point where we want certain custom fields for the different queues. We have about 8 different queues that we support and we are trying to apply custom fields to different queues. For example, we have defined one custom field pull-down called Priority with several options that we want applied to all of the queues, one custom field called IT Category with a pull down of several options that we want applied to our Desktop Support queue, and one custom field called IDX Category with a pull down of several options that we want applied to our Applications queue. The web interface seems rather straight forward once you work through it a couple of times, but I cannot seem to have the correct end result. Am I missing something here? Thanks! -Rich RT 3.8.4 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom Fields per queue
I'm not sure what you mean by correct result. But I recently figured out a problem I was having with queues and custom fields. Mine related more to a dashboard's ability to see the custom field. It seems that if the custom field is a queue only field then the dashboard cannot be setup to show a column using that custom field. On the other hand if the custom field is setup as a global field it shows up readily as choice for a column to be picked as displayable in the dashboard. I've setup my install so that custom fields intended for a queue are only there and ones that should be in all queues are globally setup. Perhaps that is what you need to do... Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: [rt-users] Custom Fields per queue From: Rich West rich.w...@wesmo.com To: RT-Users@lists.bestpractical.com Date: 08/07/2009 1:52 PM We are ramping up our RT install here to provide more expanded services. I did the original install (I seem to install this at every job I go to), but it is now getting handed off to another manager, and, with my help, we are adjusting it to fit a working model that he has built. I've been using RT for years (and years.. and years.. and years..), and even encouraged the guys here to buy the book (two copies) so as to train them on the inner workings of the interface. We are now at the point where we want certain custom fields for the different queues. We have about 8 different queues that we support and we are trying to apply custom fields to different queues. For example, we have defined one custom field pull-down called Priority with several options that we want applied to all of the queues, one custom field called IT Category with a pull down of several options that we want applied to our Desktop Support queue, and one custom field called IDX Category with a pull down of several options that we want applied to our Applications queue. The web interface seems rather straight forward once you work through it a couple of times, but I cannot seem to have the correct end result. Am I missing something here? Thanks! -Rich RT 3.8.4 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help:http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy athttp://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom Fields per queue
By correct result, I meant that it would do what I was trying for: o Custom Field associated to all tickets regardless of queue o Custom field associated to all tickets in queue A o Custom field associated to all tickets in queue B Is this possible? -Rich On Wed, 08 Jul 2009 14:06:54 -0700, Kevin Gagel wrote: I'm not sure what you mean by correct result. But I recently figured out a problem I was having with queues and custom fields. Mine related more to a dashboard's ability to see the custom field. It seems that if the custom field is a queue only field then the dashboard cannot be setup to show a column using that custom field. On the other hand if the custom field is setup as a global field it shows up readily as choice for a column to be picked as displayable in the dashboard. I've setup my install so that custom fields intended for a queue are only there and ones that should be in all queues are globally setup. Perhaps that is what you need to do... ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
