[rt-users] Customizing newest unowned tickets search with user-specific data?

[Milt Epstein]

Anybody have any suggestions for this?  Thanks.


On Mon, 23 Jun 2014, Milt Epstein wrote:

> Greetings.
> 
> I'm trying to customize the "10 newest uowned tickets" search (the one
> that appears on the main page by default, I believe).  I get to the
> page to edit the predefined "Search - Unowned Tickets" search, and it
> shows the logic for the search:
> 
> Owner = 'Nobody'
> AND (
>   Status = 'new'
>   OR Status = 'open' )
> 
> I want to exclude tickets in a certain queue, which by itself is
> pretty straightforward, just add:
> 
> AND Queue != 'somequeue'
> 
> But that's not quite what I want to do.  First, I should say that we
> have groups organized per queue, so that for instance we have a group
> 'rt-somequeue' with access to the queue 'somequeue'.  What I really
> want to do in the logic above, is exclude that queue unless the user
> is in that corresponding group, something like:
> 
> AND (
>   Queue != 'somequeue'
>   OR <User in group 'rt-somequeue'> )
> 
> Is there a way to do this, either using the criteria listed on the
> Query Builder page (which seems to be all ticket-related), or by
> directly editing the search?
> 
> Thanks.
> 
> Milt Epstein
> Applications Developer
> Graduate School of Library and Information Science (GSLIS)
> University of Illinois at Urbana-Champaign (UIUC)
> mepstein at illinois.edu
> -- 
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
> 

Milt Epstein
Applications Developer
Graduate School of Library and Information Science (GSLIS)
University of Illinois at Urbana-Champaign (UIUC)
mepstein at illinois.edu