[rt-users] can users be prevented from editing 'RT at a glance'?

[Chad Adlawan]

Hello Kenneth,

On Thu, Apr 24, 2008 at 3:08 AM, Kenneth Crocker <KFCrocker at lbl.gov> wrote:

>        Not that I know of. I think the design concept was based on the
> "usual" situation of a user cannot do anything on the WebUI unless they are
> privileged, and if they are privileged, why keep them from customizing their
> own home page? What is it you do not want them to see? Maybe there is
> another way.
>


I sent another email in this thread a few minutes ago - I wrote there my
observation that even if a user is not granted any global group or user
rights, being able to edit RT-at-a-glance seems to be a default right that
can not be disabled without hacking RT.

So my need may be understood better - the reason I want to prevent my users
from modifying RT-at-a-glance is this:

If you have a lot of tickets under "tickets you own" - it would be very to
identify with one glance which among all the tickets you own was recently
updated by the requestor, meaning there's new data available on that ticket
that you might have not read yet. I know sending out an email to ticket
owner when a ticket is updated by requestor is a possible solution, but I
wanted to do everything inside RT - so this is not an option for me.

I am actually not the only one needing this kind of functionality, as I have
noticed the same thing was also asked for in the RT-Wishlist here:
http://wiki.bestpractical.com/view/WishList

The request reads: "It would also be nice to highlight tickets that you own
but were not the last person to make contact with it. It's an easy patch but
would be nice to see it main stream."


The easiest solution I found to this specific need is editing the "tickets
you own" part and then adding a column called "LastUpdatedBy" - so a quick
glance to the "tickets you own" will already tell you which are the tickets
where it was not you who last made contact but the customer.

I have also found that making the modified RT-at-a-glance with the
"LastUpdatedBy" column as the default for all users can be done by following
the instructions here:
http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance

The very last thing that I just need to do now and which I cant seem to
solve, is how to prevent my users from modifying RT-at-a-glance, so they
will only use the default (I also dont want to deal with complaints like
"hey, how come the columns in my RT-at-a-glance is different from my
neighbor?).

Much thanks!
Chad
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