[rt-users] Unowned tickets missing

Patterson, Craig crpatter at ci.grand-rapids.mi.us
Tue Jan 8 10:28:38 EST 2008

I think there are several ways to deal with this without too much


1.	Reverse the sort order of the 10 newest unowned tickets to 10
oldest unowned tickets.  (That's what we did and you can change through
the gui)
2.	Create a saved search for that queue and add it to the "At a
Glance" body.
3.	Train her to Use the "Quick Search" module, which displays a
table of each queue detailing counts of new, open, and stalled tickets.
If she clicks on the value for her queues new tickets, it opens up that


None of those options requires changing any code.





From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Hoogstraten, Ton
Sent: Tuesday, January 08, 2008 8:04 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Unowned tickets missing


Hi All,


Hopefully a simple question. I'm running RT 3.6.5 with several queues.
It came to my attention that it appears that the newest unowned tickets
listing is shared among all queues. This is giving me the following


In queue X there are currently 2 tickets unowned. These tickets got
created last. In queue Y there are 20 tickets unowned. A user with
access to queue X only has her ticket display configured to display 10
unowned tickets. She currently does not see any unowned tickets for her
queue X because the tickets in queue Y got created first. If she
increases her unowned ticket display to 30 she sees the 2 unowned


Is there a way to make sure that the unowned tickets are listed only for
the queues a user has access to? Increasing the row number displayed
works but I don't see that as a good solution.


Kind regards,


Ton Hoogstraten

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