[rt-users] Customising Quicksearch to show unowned ticket counts

[Tim Cutts]

Hi there,

I'm in the process of doing some groundwork for migrating our [fairly customised] RT from 3.8.10 to 4.0.x, checking that our various add ons work (and if they don't, working out what we need to do to fix them).

I'm currently looking at our change to the Quicksearch panel.  In 3.8.x, there was a Conditions callback, which we used to:

1) add a count of unowned tickets in each queue, something some of my users are very keen on, and
2) to drop the count of stalled tickets, which our users mostly don't care about.

That callback has unfortunately been removed in the rewriting of this element to use life cycles and RT::Report::Tickets

Of those, (2) is easy to reimplement by either editing the lifecycle configuration, or overriding the element to skip the stalled status.

The first one looks much harder now, since RT::Report::Tickets appears to be simply using Group By to produce the various columns, and of course 'unowned' isn't a status as such, it requires different queries.

So I've overridden the QueueSummaryByLifecycle element and just perform the extra queries separately by another RT::Report::Tickets object searching for unowned tickets in all the requested queues, unowned, and grouped by queue, and use that to add 'unowned' hash elements to the $data hash.  Is that the best approach, or have I missed something a bit more elegant?

Tim



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