[rt-users] WG: change Queue order !!!

[Kenneth Crocker]

JAlexson,


	I, too, have wondered if there was a way to modify RT to allow a User 
to select one specific Queue as the one to appear first on the 
drop-down. In our installation, a User may be able to create tickets in 
many queues, but 90% of these may be in one queue.
	Jesse, are there any plans to allow some sort of option to allow a user 
to select the order queues appear in the drop-down? Thanks.


Kenn
LBNL

On 2/11/2009 6:49 AM, J Alexson wrote:
> On Wed, 2009-02-11 at 16:49 +0300, Ruslan Zakirov wrote:
>> Just curious why you want to create Low, Normal, High and other queues
>> when you have Priority field?
>>
> 
> Good question!  The main reason is to keep things as simple as possible
> for the user.  Each of the queues has appropriate defaults (such as
> priority, due in # days, etc.)  Rather than trying to instruct my users
> (primarily requestors) to fill in these values correctly (and honestly,
> getting them filled in at all), I can simply have them create a ticket
> in the right queue based on the nature of their problem.
> 
>> Anyway, you can add special portlets and instead of one QuickSearch
>> block you'll have three, for example:
>> * first one with Low, Normal....
>> * other queues
>> * approvals
>>
> That would be great for the Quick Search, but the sorting order also
> comes into play using the drop-downs (moving a ticket to a different
> queue, for instance)
> 
>> On Wed, Feb 11, 2009 at 3:01 PM, John Alexson <jalexson at jajxn.net> wrote:
>>> On Wed, 2009-02-11 at 10:10 +0100, Tariq Doukkali wrote:
>>>
>>>>
>>>>
>>>> Therefore I want change the sorting order of my queues so, that when a
>>>> supporter log on, he will see inbox queue on the TOP of Quick-search
>>>> tab.
>>>>
>>>>
>>>>
>>> I wouldn't mind seeing a "Sort" field added to the configuration of
>>> queues -- similar to the one when creating values for a multi-select
>>> custom field.
>>>
>>> In the meantime, I used the cheap and easy workaround of inserting a
>>> sort code at the beginning of the queue name.  So, my alpha sorted
>>> queues look like:
>>>
>>> 1-Low          (1-5 are my "input" queues, with 2-Normal the default)
>>> 2-Normal
>>> 3-High
>>> 4-Urgent
>>> 5-Emergency
>>> Admin          (The alpha queues are fine sorted as-is)
>>> Building Services
>>> Delivery
>>>  . . . etc . . .
>>> Z-Jane         (The Z-* queues are approvals -- i.e. an approval is
>>> Z-John          is created when a ticket is created or moved here)
>>> Z-Mary
>>>
>>> In some ways, I like using this method a little better than having a
>>> hidden sort field since the queue name indicates it's purpose
>>> (especially the Z-* queues) without having to spell it out.
>>>
>>>
>>> JA
>>>
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>>
>>
> 
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