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

[Milt Epstein]

Thanks for that suggestion.  In fact, what you say makes sense, and
does work for the most part.  But, we have a certain number of admin
users (such as myself), who can see tickets in multiple queues.  I was
trying to set up something that would work for those users (we have
certain queues that are separate enough that we would prefer not to
see tickets in those queues).  Sounds like we may just have to live
with this though.


On Tue, 1 Jul 2014, Alex Peters wrote:

> I don't believe that you can achieve this with Ticket SQL, but there
> is another potential solution:
> 
> You mention that the users are in groups for the queues relevant to
> them.
> 
> If you configure RT so that the users can't see tickets in queues
> whose groups the users don't belong to, you would get the desired
> result without modifying the search.
> 
> Whether this is acceptable in your case depends on whether your
> users need to see tickets in queues outside their group memberships.
>
>
> On 24/06/2014 2:57 am, "Milt Epstein" <mepstein at illinois.edu> 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