Adjustment to RT after 10th day for Spring 2013
Added functionality for custom fields and time worked
posted about 13 years ago
I wanted to alert and get feedback for 3 new features available in RT that I would like to promote for the post Spring 2013 10th day time frame for RT.
1. Time Worked. Currently RT allows time worked to be inputted in 3 places, on a comment, on a reply, and on the Basics screen. The Comment and Reply options provide a running total for the field displayed on the Basics screen. This is great and lends itself to many business processes within DoIT. The field on the Basics screen provides both a display of the running total PLUS the option to just overwrite that value with a manually entered value. This creates both confusion and bad data for those using the the 2 forms of correspondence. The NEW option will make the field displayed on the Basics screen a Read-Only field thus preserving the accumulated values associated with the correspondences.
2. Force Mandatory Custom Fields upon a Reply or a Comment. At this time RT allows a custom field to be designated as a Mandatory Input required however it only enforces this at Creation time of a ticket. The problem occurs when a ticket is created in a high level queue which may not have any custom fields to a queue which has 1 or more with 1 or more required (mandatory). Without this new feature tickets are closed in queues which have custom fields but no values thus rendering it less useful for reporting, etc. In my testing this does not impact the Requestor doing a reply but it does force the support staff to select a value prior to allowing the correspondence. I believe this is a good enhancement which will help the reporting aspect greatly.
3. Enhanced email correspondence for those cc'd on a ticket. Currently RT will send a New Ticket Confirmation to anyone listed as a CC on the original ticket creation activity. When someone is designated as a CC they have the same access as the Requestor however there is no report of your tickets which you are a CC. This has created some challenges as most users do not recall or store the ticket number when CC'd. I am recommending that anyone noted as a CC on a ticket get email notifications whenever a Reply is done to the ticket, including the Resolution.
For those that desire to see, test, etc. please log into rt-dev.core.umbc.edu and if you have any questions, reservations, etc. please let me know.
I really appreciate your feedback as the core power users of this campus wide system.
Thanks
Joe
PS: I will be putting up a poll in this group for options regarding our next users group. It will also include options for agenda ideas.
1. Time Worked. Currently RT allows time worked to be inputted in 3 places, on a comment, on a reply, and on the Basics screen. The Comment and Reply options provide a running total for the field displayed on the Basics screen. This is great and lends itself to many business processes within DoIT. The field on the Basics screen provides both a display of the running total PLUS the option to just overwrite that value with a manually entered value. This creates both confusion and bad data for those using the the 2 forms of correspondence. The NEW option will make the field displayed on the Basics screen a Read-Only field thus preserving the accumulated values associated with the correspondences.
2. Force Mandatory Custom Fields upon a Reply or a Comment. At this time RT allows a custom field to be designated as a Mandatory Input required however it only enforces this at Creation time of a ticket. The problem occurs when a ticket is created in a high level queue which may not have any custom fields to a queue which has 1 or more with 1 or more required (mandatory). Without this new feature tickets are closed in queues which have custom fields but no values thus rendering it less useful for reporting, etc. In my testing this does not impact the Requestor doing a reply but it does force the support staff to select a value prior to allowing the correspondence. I believe this is a good enhancement which will help the reporting aspect greatly.
3. Enhanced email correspondence for those cc'd on a ticket. Currently RT will send a New Ticket Confirmation to anyone listed as a CC on the original ticket creation activity. When someone is designated as a CC they have the same access as the Requestor however there is no report of your tickets which you are a CC. This has created some challenges as most users do not recall or store the ticket number when CC'd. I am recommending that anyone noted as a CC on a ticket get email notifications whenever a Reply is done to the ticket, including the Resolution.
For those that desire to see, test, etc. please log into rt-dev.core.umbc.edu and if you have any questions, reservations, etc. please let me know.
I really appreciate your feedback as the core power users of this campus wide system.
If I do not get any feedback indicating an issue with these changes they will go into effect on 2/19/2013.
Thanks
Joe
PS: I will be putting up a poll in this group for options regarding our next users group. It will also include options for agenda ideas.
(edited about 13 years ago)
