Mailing List Archive: Request Tracker: Users

Tracking changes to queue structure

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gordon at cryologic

Nov 23, 2009, 3:01 PM

Post #1 of 6 (557 views)
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Tracking changes to queue structure

RT provides an excellent history log of all activities relating to a
ticket. This provides an unchangeable record which auditors love when
reviewing tickets.

However we occasionally make changes to a queue such as adding a new
custom field. This does not get filled in for historical tickets (too
many) only new ones. When reviewing the old tickets auditors ask why the
fields were not filled in correctly.

We handle this by keeping a separate log of changes we make to queues
and when they were made.

My question is: does anyone else keep track of the changes they make to
queues, and if so, how do you do it? Is there any way to do this within
RT - I would love to do so but have no idea where to begin.

thanks
Gordon
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kfcrocker at lbl

Nov 23, 2009, 3:18 PM

Post #2 of 6 (536 views)
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Re: Tracking changes to queue structure [In reply to]

Gordon,

RT has a "Bulk Update" feature which would allow you to add whatever
value to specific Custom Fields on tickets in specific Queues as well as
add comments to specific tickets in a queue. By specific, I mean
whatever criteria you use for "selecting" the ticket you want to update.

Kenn
LBNL

On 11/23/2009 3:01 PM, gordon [at] cryologic wrote:
> RT provides an excellent history log of all activities relating to a
> ticket. This provides an unchangeable record which auditors love when
> reviewing tickets.
>
> However we occasionally make changes to a queue such as adding a new
> custom field. This does not get filled in for historical tickets (too
> many) only new ones. When reviewing the old tickets auditors ask why the
> fields were not filled in correctly.
>
> We handle this by keeping a separate log of changes we make to queues
> and when they were made.
>
> My question is: does anyone else keep track of the changes they make to
> queues, and if so, how do you do it? Is there any way to do this within
> RT - I would love to do so but have no idea where to begin.
>
> thanks
> Gordon
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales [at] bestpractical
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
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gordon at cryologic

Nov 23, 2009, 3:35 PM

Post #3 of 6 (534 views)
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Re: Tracking changes to queue structure [In reply to]

Thanks Ken,

I use this feature for some fields but others require information
specific to a ticket (eg description of product design change). Also,
reviewers of historical tickets can still ask the question: "why wasn't
the field filled in when the ticket was active?"

Gordon

Ken Crocker wrote:
> Gordon,
>
> RT has a "Bulk Update" feature which would allow you to add whatever
> value to specific Custom Fields on tickets in specific Queues as well as
> add comments to specific tickets in a queue. By specific, I mean
> whatever criteria you use for "selecting" the ticket you want to update.
>
> Kenn
> LBNL
>
> On 11/23/2009 3:01 PM, gordon [at] cryologic wrote:
>> RT provides an excellent history log of all activities relating to a
>> ticket. This provides an unchangeable record which auditors love when
>> reviewing tickets.
>>
>> However we occasionally make changes to a queue such as adding a new
>> custom field. This does not get filled in for historical tickets (too
>> many) only new ones. When reviewing the old tickets auditors ask why the
>> fields were not filled in correctly.
>>
>> We handle this by keeping a separate log of changes we make to queues
>> and when they were made.
>>
>> My question is: does anyone else keep track of the changes they make to
>> queues, and if so, how do you do it? Is there any way to do this within
>> RT - I would love to do so but have no idea where to begin.
>>
>> thanks
>> Gordon
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change+lists.rt at nightwind

Nov 23, 2009, 3:46 PM

Post #4 of 6 (535 views)
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Re: Tracking changes to queue structure [In reply to]

On Tue, 24 Nov 2009 10:35:31 +1100, gordon [at] cryologic said:
> I use this feature for some fields but others require information
> specific to a ticket (eg description of product design change). Also,
> reviewers of historical tickets can still ask the question: "why wasn't
> the field filled in when the ticket was active?"

I would do this:
1) Create the new custom field, and add any selection values to it that
you'll need (if it's not a fill-in-the-blank type CF)
2) Also add a selection value of "Field not available at time of ticket
creation"
3) Using Bulk Update, set that CF value to "Field not available at time
of ticket creation" for all existing tickets
4) Go back to the custom field settings, delete the value "Field not
available at time of ticket creation" as an option
5) Explain to the auditors that new fields are added every so often, and
explain the procedure you went through to set that value, emphasizing
that by removing that particular value as an option, users are unable to
set any new ticket custom field to that value.

That should hopefully be sufficient to satisfy everyone...
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gordon at cryologic

Nov 23, 2009, 3:56 PM

Post #5 of 6 (535 views)
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Re: Tracking changes to queue structure [In reply to]

Nice idea, I like it!

thanks
Gordon

Nick Kartsioukas wrote:
> On Tue, 24 Nov 2009 10:35:31 +1100, gordon [at] cryologic said:
>> I use this feature for some fields but others require information
>> specific to a ticket (eg description of product design change). Also,
>> reviewers of historical tickets can still ask the question: "why wasn't
>> the field filled in when the ticket was active?"
>
> I would do this:
> 1) Create the new custom field, and add any selection values to it that
> you'll need (if it's not a fill-in-the-blank type CF)
> 2) Also add a selection value of "Field not available at time of ticket
> creation"
> 3) Using Bulk Update, set that CF value to "Field not available at time
> of ticket creation" for all existing tickets
> 4) Go back to the custom field settings, delete the value "Field not
> available at time of ticket creation" as an option
> 5) Explain to the auditors that new fields are added every so often, and
> explain the procedure you went through to set that value, emphasizing
> that by removing that particular value as an option, users are unable to
> set any new ticket custom field to that value.
>
> That should hopefully be sufficient to satisfy everyone...
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales [at] bestpractical
>
>
> 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: sales [at] bestpractical

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

kfcrocker at lbl

Nov 24, 2009, 8:50 AM

Post #6 of 6 (515 views)
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Re: Tracking changes to queue structure [In reply to]

Gordon,

That's where the comment comes in.

Kenn
LBNL

On 11/23/2009 3:35 PM, gordon [at] cryologic wrote:
> Thanks Ken,
>
> I use this feature for some fields but others require information
> specific to a ticket (eg description of product design change). Also,
> reviewers of historical tickets can still ask the question: "why wasn't
> the field filled in when the ticket was active?"
>
> Gordon
>
>
> Ken Crocker wrote:
>
>> Gordon,
>>
>> RT has a "Bulk Update" feature which would allow you to add whatever
>> value to specific Custom Fields on tickets in specific Queues as well as
>> add comments to specific tickets in a queue. By specific, I mean
>> whatever criteria you use for "selecting" the ticket you want to update.
>>
>> Kenn
>> LBNL
>>
>> On 11/23/2009 3:01 PM, gordon [at] cryologic wrote:
>>
>>> RT provides an excellent history log of all activities relating to a
>>> ticket. This provides an unchangeable record which auditors love when
>>> reviewing tickets.
>>>
>>> However we occasionally make changes to a queue such as adding a new
>>> custom field. This does not get filled in for historical tickets (too
>>> many) only new ones. When reviewing the old tickets auditors ask why the
>>> fields were not filled in correctly.
>>>
>>> We handle this by keeping a separate log of changes we make to queues
>>> and when they were made.
>>>
>>> My question is: does anyone else keep track of the changes they make to
>>> queues, and if so, how do you do it? Is there any way to do this within
>>> RT - I would love to do so but have no idea where to begin.
>>>
>>> thanks
>>> Gordon
>>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales [at] bestpractical
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>

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