[rt-devel] default queue-- last time.

Bruce Campbell bruce_campbell at ripe.net
Tue May 21 14:53:09 EDT 2002

On Tue, 21 May 2002, Colleen wrote:

> > -----Original Message-----
> > From: Florian Weimer [mailto:Weimer at CERT.Uni-Stuttgart.DE]
> > Sent: Tuesday, May 21, 2002 11:25 AM
> > To: Colleen
> > Cc: rt-devel at lists.fsck.com
> > Subject: Re: [rt-devel] default queue-- last time.
> >
> > "Colleen" <colleen at darksideproductions.net> writes:
> >
> > > We are using RT at my company to facilitate workflow.  For example,
> > > Requests go from Dept 1 (creates the ticket)-> Dept 2 (does the
> work) ->
> > > Dept 3 (which resolves).
> > >
> > > Since Creating Tickets usually sends them to Dept 2 first, I'd like
> to
> > > make this action one step easier for the users.
> >
> > I don't see how a default queue would make things easier for the
> > users in this context.
> It makes it easier because Dept 2 is already selected as default.  Thus
> they don't mistakenly send the request to the wrong queue and "lose" the
> ticket.

Right.  Then you want to edit WebRT/html/Elements/SelectNewTicketQueue and
put the id number of queue you want as the default in the '$Default'

A trick that you can do is to have an editor, and a web browser open, and
continually reload http://rt.example.com/Elements/SelectNewTicketQueue
until the one you want is selected (obviously change the value you put in
'default' between reloads).

> > Default for what?  You've asked 'How do you set a queue to default'
> twice > since the evening of the 17th (thats like, one full business day
> for you, > and a wee bit short for the free help that is rt-devel and
> rt-users), and > you haven't expanded what your question is.
> Sorry, I didn't expand further.  A simple "hey, what do you mean?" would
> have sufficed.  I thought the question didn't need any explanation, but
> that's probably because my version of RT is limited to WebUI use only.

urm... you've asked 'is it true (because no-one has replied to my previous
questions that...' without taking into account that no-one has replied as
it is too short a timeframe.

                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B                      Operations

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