[rt-users] Changing logo, and viewing *all* tickets?

Alex Hall ahall at autodist.com
Thu Sep 15 11:22:12 EDT 2016


Okay, that makes sense. I'm assuming other "meta" statuses exist as well.
Knowing this, and that you can search for these and save those searches,
will indeed make ticket viewing much easier for our admins.

On Thu, Sep 15, 2016 at 10:57 AM, Matt Zagrabelny <mzagrabe at d.umn.edu>
wrote:

> __Active__ is a meta status that includes all active statuses of a
> lifecycle - it would include statuses: open, new, and any other active
> statuses for the default lifecycle.
>
> 'open' would work for open, 'new' would work for new, '__Active__' covers
> all bases, for all lifecycles. It is probably what you want - even if you
> don't know you want it. :)
>
> -m
>
> On Thu, Sep 15, 2016 at 9:37 AM, Alex Hall <ahall at autodist.com> wrote:
>
>> Thanks guys. We've updated the logo, and I passed along the information
>> about saving searches. You said active tickets are __Active__, but open are
>> simply 'open'? What do the underscores indicate, or should it be __open__?
>> Do caps matter?
>>
>> Finally, how do we completely delete tickets if necessary? I have seen a
>> few suggestions, but most from the 3.x versions of RT. What's the
>> recommended way, and is the shredder necessary for this?
>>
>> On Thu, Sep 15, 2016 at 9:55 AM, Sinapius, Vinzenz <
>> Vinzenz.Sinapius at tracetronic.de> wrote:
>>
>>> Hi Alex,
>>>
>>>
>>>
>>> 1.       Take a look at http://your-rt.org/Admin/Tools/Theme.html
>>>
>>> 2.       I think you have to build him a dashboard with a custom search
>>> which shows all open tickets for all queues. Take a look at
>>> /Search/Build.html?NewQuery=1 and /Dashboards/Modify.html?Create=1
>>>
>>>
>>>
>>> Cheers,
>>>
>>> Vinzenz
>>>
>>>
>>>
>>> Vinzenz Sinapius
>>> Information Technology | Informationstechnik
>>>
>>> *trace**tronic* GmbH
>>> Stuttgarter Str. 3
>>> 01189 DRESDEN
>>> GERMANY
>>>
>>> Phone: +49 351 205768-167
>>> Fax: +49 351 205768-999
>>> E-mail: vinzenz.sinapius at tracetronic.de
>>>
>>> Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
>>> Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann,
>>> Dr.-Ing. Peter Strähle
>>> Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086
>>>
>>>
>>>
>>> *Von:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *Im
>>> Auftrag von *Alex Hall
>>> *Gesendet:* Donnerstag, 15. September 2016 14:36
>>> *An:* rt-users at lists.bestpractical.com
>>> *Betreff:* [rt-users] Changing logo, and viewing *all* tickets?
>>>
>>>
>>>
>>> Hello all,
>>>
>>> A couple questions from my boss that I don't know how to answer: can I
>>> change the logo and link that appears at the top of all RT pages? He wants
>>> it to be our logo and the link to go to our homepage.
>>>
>>>
>>>
>>> The other question is about viewing tickets. As the head of the company,
>>> he wants, quite understandably, to have a way of viewing all open tickets
>>> regardless of queue. I've given the admins group all the permissions I
>>> could find, and added him to that, so he should have whatever rights are
>>> needed to do this. Yet, neither of us can find a way to bring up such a
>>> view. Tickets in which he is involved, sure, but not *every* active ticket
>>> in RT. Is there an easy way, or will have I have to make a special group
>>> that is admin CC on all tickets? I'd rather not, since that would give him
>>> a ton of unwanted emails.
>>>
>>>
>>>
>>> Thanks for any information on either one. Of the two, viewing all
>>> tickets is much more important.
>>>
>>>
>>> Sent from my iPhone
>>>
>>
>>
>>
>> --
>> Alex Hall
>> Automatic Distributors, IT department
>> ahall at autodist.com
>>
>> ---------
>> RT 4.4 and RTIR training sessions, and a new workshop day!
>> https://bestpractical.com/training
>> * Boston - October 24-26
>> * Los Angeles - Q1 2017
>>
>
>


-- 
Alex Hall
Automatic Distributors, IT department
ahall at autodist.com
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