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

Matt Zagrabelny mzagrabe at d.umn.edu
Thu Sep 15 12:22:51 EDT 2016


There is only one other meta status: __Inactive__

When configuring lifecycles - which are digraphs of statuses, the statuses
are partitioned into either active or inactive.

https://docs.bestpractical.com/rt/4.4.1/customizing/lifecycles.html

I suppose there could be one additional meta status: __Initial__

BP, if you are reading, what do you think?

I don't have a use-case for it, though, but perhaps there exists a need.
Anyhow, this is a theoretical point and mostly a rabbit trail.

Cheers!

-m


On Thu, Sep 15, 2016 at 10:22 AM, Alex Hall <ahall at autodist.com> wrote:

> 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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