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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='color:#1F497D'>Hi,<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>I found answers to my first question. By using saved search, it accomplished what I am looking for. <o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>Helpful Links:<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>http://www.gossamer-threads.com/lists/rt/users/79462<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><a href="http://oit.pdx.edu/node/580">http://oit.pdx.edu/node/580</a><o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><div><p class=MsoNormal><b><span style='font-family:"Arial","sans-serif";color:#004B8D'>Vivian <o:p></o:p></span></b></p></div><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Vivian Lee <br><b>Sent:</b> Friday, December 03, 2010 2:49 PM<br><b>To:</b> rt-users@lists.bestpractical.com<br><b>Subject:</b> Question on RT at a glance customization<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>I am not sure whether this is an issue or by design for RT. <o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>For our current configurations, as a privileged user, I am unable to view the tickets I requested unless I do a search for the tickets. Is there a way to show “Open Tickets” and “Closed Tickets” in addition to “10 highest priority tickets I own”? In additional, is there a way to do a global setting for display columns in the pane? The only way I know is for users to customize themselves through the Edit button. Here are the current configurations of our RT:<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Our Global Configuration for RT at a glance<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><u>RT at a glance: body<o:p></o:p></u></p><p class=MsoNormal>My Tickets <o:p></o:p></p><p class=MsoNormal>Unowned Tickets<o:p></o:p></p><p class=MsoNormal>MySupportQueues<o:p></o:p></p><p class=MsoNormal>QuickSearch<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><u>RT at a glance:summary<o:p></o:p></u></p><p class=MsoNormal>None<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><u>Menu shown on the upper left hand corner for Non-privileged users<o:p></o:p></u></p><p class=MsoNormal>Open tickets<o:p></o:p></p><p class=MsoNormal>Closed tickets<o:p></o:p></p><p class=MsoNormal>New ticket<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><u>Menu shown on the upper left hand corner for Privileged users<o:p></o:p></u></p><p class=MsoNormal>Home<o:p></o:p></p><p class=MsoNormal>Simple Search<o:p></o:p></p><p class=MsoNormal>Tickets<o:p></o:p></p><p class=MsoNormal>Tools<o:p></o:p></p><p class=MsoNormal>Configuration<o:p></o:p></p><p class=MsoNormal>Preferences<o:p></o:p></p><p class=MsoNormal>Approval<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><u>Rights granted for the non-privileged users:<o:p></o:p></u></p><p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo2'><![if !supportLists]><span style='font-family:Symbol'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]>CreateTicket<o:p></o:p></p><p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo2'><![if !supportLists]><span style='font-family:Symbol'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]>ModifyTIcket<o:p></o:p></p><p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo2'><![if !supportLists]><span style='font-family:Symbol'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]>ReplytoTicket<o:p></o:p></p><p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo2'><![if !supportLists]><span style='font-family:Symbol'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]>ShowTIcket<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><u>Rights granted for privileged users:<o:p></o:p></u></p><p class=MsoNormal><span style='font-size:9.0pt;font-family:"Arial","sans-serif";color:black'>CommentOnTicket<br> CreateOwnDashboard<br> CreateTicket<br> DeleteOwnDashboard<br> DeleteTicket<br> ModifyCustomField<br> ModifyOwnDashboard<br> ModifySelf<br> ModifyTicket<br> OwnTicket<br> ReplyToTicket<br> SeeCustomField<br> SeeOwnDashboard<br> SeeQueue<br> ShowConfigTab<br> ShowTicket<br> ShowTicketComments<br> TakeTicket<br> Watch<br> WatchAsAdminCc</span><o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Thank you in advance for your help. <o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><b><span style='font-family:"Arial","sans-serif";color:#004B8D'>Vivian <o:p></o:p></span></b></p><p class=MsoNormal><o:p> </o:p></p></div></body></html>