Re: [rt-users] Custom field values based on queue?
What Kevin describes works. However, search by such CFs is slow if you don't qualify queue in TicketSQL. Yes, there is a long form of query where you define not only CF name, but also queue of the CF. Such setup is used in RTIR for State custom field that is going to be replaced by lifecycles. Another way is to implement custom CF type, but this involves programming. Regards, Ruslan. From phone. 09.09.2011 4:58 пользователь "Kevin Falcone" написал: > On Thu, Sep 08, 2011 at 11:55:49PM +0200, Jim Lesinski wrote: >> Ok that seems odd to me. How do you distinguish the field then if you want to access it via API or other methods like controls by email? > > RT::CustomField->LoadByName is documented to expect a Queue, you can > read about it in the perldoc. > > Extensions should load the CF off the ticket's queue. > > -kevin > >> Maybe the description can be used to determine the field >> In the ui? >> >> Thanks, >> Jim Lesinski >> >> On Sep 8, 2011, at 11:14 PM, Kevin Falcone wrote: >> >> > On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote: >> >> Is it possible to base custom field values on the queue? I see that >> >> you can have cascading drop down lists based on a previously >> >> selected custom field value. I'd like the same thing but starting at >> >> the queue level. >> > >> > Custom Fields can be assigned on a queue vs global basis, so just >> > create one for each queue with different values. >> > >> > They're allowed to have the same name in each queue, but you may find >> > it a bit confusing if you're writing code around it and forget to >> > specify a queue. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Custom field values based on queue?
Jim, I have a Custom Field named "Work-State". It is used by many, many Queues. Not all Queues have the same processes that would be defined in "Work-State", therefore, each Queue can distinguish THEIR values in "Work-State" by making them all part of a category that is different that the others. In this case, they use their Queue Name as the Category. So, the CF "Work-State" has several Queues using a different set of values differentiated by the category (their Queue Name). Simple, right? LOL. Here's an example: sort field name(value) descript category 10 In-Progress GL 20 On HoldGL 110Waiting for Req AP 120Waiting for Decision AP When in a TIcket, the display screen/page offers the user a chance to select the category. SO let's select "AP". The only values I will then see will be the "Waiting ..." values. Does that make it a little clearer? Kenn LBNL On Fri, Sep 9, 2011 at 7:12 AM, Jim Lesinski wrote: > Sorry about that last email. I pulled the trigger too quickly! > > So do you mean you have one custom field that is the same as the queue name > and base the other custom field on this? Or does the custom field actually > use the queue name? > > Thanks, > Jim > > On Thu, Sep 8, 2011 at 6:33 PM, Kenneth Crocker wrote: > >> Jim, >> >> >> What we do when we have a CF that needs different values per Queue is put >> the Queue Name in the Category Field of the CF and then when someone wants >> to select, they select the Category first, then they see a smaller list to >> select from based oin that Category/Queue Id. >> >> I'm not sure if this is what you're looking for, but it's a thought. >> >> Hope it helps. >> >> Kenn >> LBNL >> >> >> On Thu, Sep 8, 2011 at 2:55 PM, Jim Lesinski wrote: >> >>> Ok that seems odd to me. How do you distinguish the field then if you >>> want to access it via API or other methods like controls by email? >>> >>> Maybe the description can be used to determine the field >>> In the ui? >>> >>> Thanks, >>> Jim Lesinski >>> >>> On Sep 8, 2011, at 11:14 PM, Kevin Falcone >>> wrote: >>> >>> > On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote: >>> >> Is it possible to base custom field values on the queue? I see that >>> >> you can have cascading drop down lists based on a previously >>> >> selected custom field value. I'd like the same thing but starting at >>> >> the queue level. >>> > >>> > Custom Fields can be assigned on a queue vs global basis, so just >>> > create one for each queue with different values. >>> > >>> > They're allowed to have the same name in each queue, but you may find >>> > it a bit confusing if you're writing code around it and forget to >>> > specify a queue. >>> > >>> > -kevin >>> > >>> > RT Training Sessions (http://bestpractical.com/services/training.html) >>> > * Chicago, IL, USA — September 26 & 27, 2011 >>> > * San Francisco, CA, USA — October 18 & 19, 2011 >>> > * Washington DC, USA — October 31 & November 1, 2011 >>> > * Melbourne VIC, Australia — November 28 & 29, 2011 >>> > * Barcelona, Spain — November 28 & 29, 2011 >>> >>> RT Training Sessions (http://bestpractical.com/services/training.html) >>> * Chicago, IL, USA September 26 & 27, 2011 >>> * San Francisco, CA, USA October 18 & 19, 2011 >>> * Washington DC, USA October 31 & November 1, 2011 >>> * Melbourne VIC, Australia November 28 & 29, 2011 >>> * Barcelona, Spain November 28 & 29, 2011 >>> >> >> >> >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Chicago, IL, USA — September 26 & 27, 2011 >> * San Francisco, CA, USA — October 18 & 19, 2011 >> * Washington DC, USA — October 31 & November 1, 2011 >> * Melbourne VIC, Australia — November 28 & 29, 2011 >> * Barcelona, Spain — November 28 & 29, 2011 >> > > RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Custom field values based on queue?
On Thu, Sep 08, 2011 at 11:55:49PM +0200, Jim Lesinski wrote: > Ok that seems odd to me. How do you distinguish the field then if you want to > access it via API or other methods like controls by email? RT::CustomField->LoadByName is documented to expect a Queue, you can read about it in the perldoc. Extensions should load the CF off the ticket's queue. -kevin > Maybe the description can be used to determine the field > In the ui? > > Thanks, > Jim Lesinski > > On Sep 8, 2011, at 11:14 PM, Kevin Falcone wrote: > > > On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote: > >> Is it possible to base custom field values on the queue? I see that > >> you can have cascading drop down lists based on a previously > >> selected custom field value. I'd like the same thing but starting at > >> the queue level. > > > > Custom Fields can be assigned on a queue vs global basis, so just > > create one for each queue with different values. > > > > They're allowed to have the same name in each queue, but you may find > > it a bit confusing if you're writing code around it and forget to > > specify a queue. pgp0vO7tTeNuK.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Custom field values based on queue?
Jim, What we do when we have a CF that needs different values per Queue is put the Queue Name in the Category Field of the CF and then when someone wants to select, they select the Category first, then they see a smaller list to select from based oin that Category/Queue Id. I'm not sure if this is what you're looking for, but it's a thought. Hope it helps. Kenn LBNL On Thu, Sep 8, 2011 at 2:55 PM, Jim Lesinski wrote: > Ok that seems odd to me. How do you distinguish the field then if you want > to access it via API or other methods like controls by email? > > Maybe the description can be used to determine the field > In the ui? > > Thanks, > Jim Lesinski > > On Sep 8, 2011, at 11:14 PM, Kevin Falcone > wrote: > > > On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote: > >> Is it possible to base custom field values on the queue? I see that > >> you can have cascading drop down lists based on a previously > >> selected custom field value. I'd like the same thing but starting at > >> the queue level. > > > > Custom Fields can be assigned on a queue vs global basis, so just > > create one for each queue with different values. > > > > They're allowed to have the same name in each queue, but you may find > > it a bit confusing if you're writing code around it and forget to > > specify a queue. > > > > -kevin > > > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Chicago, IL, USA — September 26 & 27, 2011 > > * San Francisco, CA, USA — October 18 & 19, 2011 > > * Washington DC, USA — October 31 & November 1, 2011 > > * Melbourne VIC, Australia — November 28 & 29, 2011 > > * Barcelona, Spain — November 28 & 29, 2011 > > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Custom field values based on queue?
Ok that seems odd to me. How do you distinguish the field then if you want to access it via API or other methods like controls by email? Maybe the description can be used to determine the field In the ui? Thanks, Jim Lesinski On Sep 8, 2011, at 11:14 PM, Kevin Falcone wrote: > On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote: >> Is it possible to base custom field values on the queue? I see that >> you can have cascading drop down lists based on a previously >> selected custom field value. I'd like the same thing but starting at >> the queue level. > > Custom Fields can be assigned on a queue vs global basis, so just > create one for each queue with different values. > > They're allowed to have the same name in each queue, but you may find > it a bit confusing if you're writing code around it and forget to > specify a queue. > > -kevin > > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA — September 26 & 27, 2011 > * San Francisco, CA, USA — October 18 & 19, 2011 > * Washington DC, USA — October 31 & November 1, 2011 > * Melbourne VIC, Australia — November 28 & 29, 2011 > * Barcelona, Spain — November 28 & 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Custom field values based on queue?
On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote: > Is it possible to base custom field values on the queue? I see that > you can have cascading drop down lists based on a previously > selected custom field value. I'd like the same thing but starting at > the queue level. Custom Fields can be assigned on a queue vs global basis, so just create one for each queue with different values. They're allowed to have the same name in each queue, but you may find it a bit confusing if you're writing code around it and forget to specify a queue. -kevin pgpn6EubtkYsQ.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] Custom field values based on queue?
Is it possible to base custom field values on the queue? I see that you can have cascading drop down lists based on a previously selected custom field value. I'd like the same thing but starting at the queue level. Thanks, Jim Lesinski RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
