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

Matthew Keller kellermg at potsdam.edu
Wed Dec 27 01:59:51 EST 2006

A user will only see unowned tix in queues they have permission to. If
the user is seeing more tix than you'd like, then you need to tighten up
your permissions. We have a couple dozen queues, and people would go
batty if they saw all of the unowned tix.

On Tue, 2006-12-26 at 19:43 -0700, Nick Metrowsky wrote:
> 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.

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