[rt-users] Comment on 3.6.x - Quick Search and "Unowned" tickets

Nick Metrowsky nmetrowsky at digitalglobe.com
Tue Dec 26 21:43:52 EST 2006


Hi Jesse,

 

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.

 

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.

 

Nick

 

------------------------------------------------------------------------
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Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse
Vincent
Sent: Tuesday, December 19, 2006 11:28 AM
To: Nick Metrowsky
Cc: RT Users
Subject: Re: [rt-users] Comment on 3.6.x - Quick Search and "Unowned"
tickets

 

 

On Dec 19, 2006, at 1:25 PM, Nick Metrowsky wrote:





To The Request Tracker Authors:

 

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.





 

Nick,

 

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.

 

Best,

Jesse





 

Thank you for your time.

 

Nick

 

------------------------------------------------------------------------
---------

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

------------------------------------------------------------------------
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