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<div class=Section1>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Hi Jesse,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>I understand that a user can create their
own search. We want it so that it is universal and automatic, so that the user
doesn’t have to do anything special. Removing the capability from the
scripts (easy to put in a patch) to a database specific search script may not
have been the best “move” in this instance. Having the capability
of listing unonwed tickets specific to the queues that a user services, is much
better, than displaying all the unowned tickets which come into Request
Tracker. We have over 15 queues, and most of users only service one or two
queues. Many watch the “RT at a glance” screen to look for tickets.
They do not have the time or desire to click on a manual search, when RT can be
set up to display the information automatically.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>So, I need to know how I can add to the
unowned ticket search the capability which will give a list of tickets that are
unowned for the queues that a user is allowed to service. In our case, queues
that have AdminCc or Cc watcher turned on for the specific user when they view
the “RT at a glance” page.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Nick<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<div>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
color=navy face=Arial><span style='font-size:7.5pt;font-family:Arial;
color:navy;font-weight:bold'>---------------------------------------------------------------------------------</span></font></b><font
color=navy><span style='color:navy'><o:p></o:p></span></font></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
color=navy face=Arial><span style='font-size:8.0pt;font-family:Arial;
color:navy;font-weight:bold'>Nick Metrowsky</span></font></b><b><font size=1
color=navy><span style='font-size:8.0pt;color:navy;font-weight:bold'><o:p></o:p></span></font></b></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
color=navy face=Arial><span style='font-size:8.0pt;font-family:Arial;
color:navy;font-weight:bold'>Consulting System Administrator</span></font></b><b><font
size=1 color=navy><span style='font-size:8.0pt;color:navy;font-weight:bold'><o:p></o:p></span></font></b></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
color=navy face=Arial><span style='font-size:8.0pt;font-family:Arial;
color:navy;font-weight:bold'>303-684-4785 Office</span></font></b><b><font
size=1 color=navy><span style='font-size:8.0pt;color:navy;font-weight:bold'><o:p></o:p></span></font></b></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
color=navy face=Arial><span style='font-size:8.0pt;font-family:Arial;
color:navy;font-weight:bold'>303-684-4100 Fax</span></font></b><b><font size=1
color=navy><span style='font-size:8.0pt;color:navy;font-weight:bold'><o:p></o:p></span></font></b></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
color=navy face=Arial><span style='font-size:8.0pt;font-family:Arial;
color:navy;font-weight:bold'><a href="mailto:nmetrowsky@digitalglobe.com"><font
size=1><span style='font-size:7.5pt'>nmetrowsky@digitalglobe.com</span></font></a></span></font></b><b><font
size=1 color=navy><span style='font-size:8.0pt;color:navy;font-weight:bold'><o:p></o:p></span></font></b></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
color=navy face=Arial><span style='font-size:7.5pt;font-family:Arial;
color:navy;font-weight:bold'>DigitalGlobe ®, An Imaging and Information
Company</span></font></b><font color=navy><span style='color:navy'><o:p></o:p></span></font></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
color=navy face=Arial><span style='font-size:8.0pt;font-family:Arial;
color:navy;font-weight:bold'><a href="http://www.digitalglobe.com"><font
size=1><span style='font-size:7.5pt'>http://www.digitalglobe.com</span></font></a></span></font></b><font
color=navy><span style='color:navy'><o:p></o:p></span></font></p>
<p style='margin:0in;margin-bottom:.0001pt;text-indent:-7.5pt'><b><font size=1
color=navy face=Arial><span style='font-size:7.5pt;font-family:Arial;
color:navy;font-weight:bold'>---------------------------------------------------------------------------------</span></font></b><o:p></o:p></p>
</div>
<div>
<div class=MsoNormal align=center style='text-align:center'><font size=3
face="Times New Roman"><span style='font-size:12.0pt'>
<hr size=2 width="100%" align=center tabindex=-1>
</span></font></div>
<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'>
rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] <b><span style='font-weight:
bold'>On Behalf Of </span></b>Jesse Vincent<br>
<b><span style='font-weight:bold'>Sent:</span></b> Tuesday, December 19, 2006
11:28 AM<br>
<b><span style='font-weight:bold'>To:</span></b> Nick Metrowsky<br>
<b><span style='font-weight:bold'>Cc:</span></b> RT Users<br>
<b><span style='font-weight:bold'>Subject:</span></b> Re: [rt-users] Comment on
3.6.x - Quick Search and "Unowned" tickets</span></font><o:p></o:p></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>On Dec 19, 2006, at 1:25 PM, Nick Metrowsky wrote:<o:p></o:p></span></font></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><br>
<br>
<o:p></o:p></span></font></p>
<div>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>To The
Request Tracker Authors:<O:P></O:P></span></font><o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><O:P> </O:P></span></font><o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>After
looking a bit at the 3.6.2 interface, I have one comment. The user can
configure Request Tracker to display only certain queues of interest in the
Quick Search box. Unfortunately, the same cannot be said for the “newest
unowned tickets” box. It would be nice to only display tickets which are
applicable to the queues that the user desires in the “Quick
Search” box”or at least give the user the opportunity to select the
queues they would like to see displayed in the “newest unowned
tickets” box. A change of this nature would be beneficial to our user
community and to Request Tracker users in general.<O:P></O:P></span></font><o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><O:P><br>
<br>
</span></font><o:p></o:p></p>
</div>
</O:P>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>Nick,<o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>Using RT's saved searches, it's quite easy for a user to construct his
or her own "newest unowned tickets I care about" search and place it
on his or her own portal.<o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>Best,<o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>Jesse<o:p></o:p></span></font></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><br>
<br>
<o:p></o:p></span></font></p>
<div>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><O:P> </O:P></span></font><o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>Thank you
for your time.<O:P></O:P></span></font><o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><O:P> </O:P></span></font><o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>Nick<O:P></O:P></span></font><o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><O:P> </O:P></span></font><o:p></o:p></p>
<div>
<p class=MsoNormal style='text-indent:-7.5pt'><b><font size=1 face=Arial><span
style='font-size:7.5pt;font-family:Arial;font-weight:bold'>---------------------------------------------------------------------------------</span></font></b><o:p></o:p></p>
<O:P></O:P></div>
<div>
<p class=MsoNormal style='text-indent:-7.5pt'><b><font size=1 face=Arial><span
style='font-size:8.0pt;font-family:Arial;font-weight:bold'>Nick Metrowsky</span></font></b><o:p></o:p></p>
</div>
<O:P></O:P>
<div>
<p class=MsoNormal style='text-indent:-7.5pt'><b><font size=1 face=Arial><span
style='font-size:8.0pt;font-family:Arial;font-weight:bold'>Consulting System
Administrator</span></font></b><o:p></o:p></p>
</div>
<O:P></O:P>
<div>
<p class=MsoNormal style='text-indent:-7.5pt'><b><font size=1 face=Arial><span
style='font-size:8.0pt;font-family:Arial;font-weight:bold'>303-684-4785 Office</span></font></b><o:p></o:p></p>
</div>
<O:P></O:P>
<div>
<p class=MsoNormal style='text-indent:-7.5pt'><b><font size=1 face=Arial><span
style='font-size:8.0pt;font-family:Arial;font-weight:bold'>303-684-4100 Fax</span></font></b><o:p></o:p></p>
</div>
<O:P></O:P>
<div>
<p class=MsoNormal style='text-indent:-7.5pt'><b><font size=1 face=Arial><span
style='font-size:8.0pt;font-family:Arial;font-weight:bold'><a
href="mailto:nmetrowsky@digitalglobe.com"><font size=1><span style='font-size:
7.5pt'>nmetrowsky@digitalglobe.com</span></font></a></span></font></b><o:p></o:p></p>
</div>
<O:P></O:P>
<div>
<p class=MsoNormal style='text-indent:-7.5pt'><b><font size=1 face=Arial><span
style='font-size:7.5pt;font-family:Arial;font-weight:bold'>DigitalGlobe ®,
An Imaging and Information Company</span></font></b><o:p></o:p></p>
<O:P></O:P></div>
<div>
<p class=MsoNormal style='text-indent:-7.5pt'><b><font size=1 face=Arial><span
style='font-size:8.0pt;font-family:Arial;font-weight:bold'><a
href="http://www.digitalglobe.com"><font size=1><span style='font-size:7.5pt'>http://www.digitalglobe.com</span></font></a></span></font></b><o:p></o:p></p>
<O:P></O:P></div>
<div>
<p class=MsoNormal style='text-indent:-7.5pt'><b><font size=1 face=Arial><span
style='font-size:7.5pt;font-family:Arial;font-weight:bold'>---------------------------------------------------------------------------------</span></font></b><o:p></o:p></p>
<O:P></O:P></div>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><font
size=3 face="Times New Roman"><span style='font-size:12.0pt'><O:P> </O:P><o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>_______________________________________________<o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><a
href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><o:p></o:p></span></font></p>
</div>
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<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>Community help: <a href="http://wiki.bestpractical.com">http://wiki.bestpractical.com</a><o:p></o:p></span></font></p>
</div>
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<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>Commercial support: <a href="mailto:sales@bestpractical.com">sales@bestpractical.com</a><o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
</div>
<div style='min-height: 14px'>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.<span
class=apple-converted-space> </span><o:p></o:p></span></font></p>
</div>
<div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>Buy a copy at <a href="http://rtbook.bestpractical.com">http://rtbook.bestpractical.com</a><o:p></o:p></span></font></p>
</div>
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<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
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