[rt-users] Changing default format of ticket list in queue?

[Alex Hall]

Sorry I wasn't clear. I'm talking about the results when you view all
tickets for a certain queue. For instance, open a ticket in the Customer
Service queue, and somewhere on that page is the queue name as a link.
Clicking that link takes you to a page listing all active tickets in that
queue. That list of tickets is what I want to modify.

I didn't realize until just now that the list is simply an automatic
search. I don't know how to modify the results page for this search without
changing the results for *any* search. At least I have a place to start
now. I was thinking that queues had special pages listing their active
tickets, so I was looking for that template.

On Mon, Jan 30, 2017 at 12:27 PM, Matt Zagrabelny <mzagrabe at d.umn.edu>
wrote:

> Hi Alex,
>
> On Mon, Jan 30, 2017 at 11:18 AM, Alex Hall <ahall at autodist.com> wrote:
> > Hi all,
> > Where would I go to change the default format for the list of tickets
> shown
> > when you click a queue name?
>
> I presume you are talking about the Queue List?
>
>  Can this be done on a queue-by-queue basis, or
> > only as a modification to some template in share/html?
>
> I don't think there is anything out of the box that will do what you
> want. That being said, we use a callback to tweak the output for just
> a single queue.
>
> Note: the path may be different for the callback file location due to
> us running 4.2.
>
> # cat /opt/rt4/local/plugins/RT-Site-UMN-Duluth-QueueListTweaks/html/
> Callbacks/RT-Site-UMN-Duluth-QueueListTweaks/Elements/
> QueueSummaryByLifecycle/LinkBuilders
> <%INIT>
> my $umd_link_all = sub {
>     my ($queue, $all_statuses) = @_;
>     my @escaped = @{$all_statuses};
>
>     # People want to see resolved tickets in the calendar view
>     # of their QueueList - that is, for the Computer Management (CM) queue.
>     # Aside from this "if" statement, this sub routine was lifted from
>     # upstream's version.
>     if ($queue->{Name} eq 'CM') {
>         push @escaped, 'resolved';
>     }
>
>     s{(['\\])}{\\$1}g for @escaped; #'# help out the syntax highlighting
>
>     my $search = ${$build_search_link}->(
>         $queue->{Name},
>         "(".join(" OR ", map "Status = '$_'", @escaped).")",
>     );
>
>     if ($queue->{Name} eq 'CM') {
>         my @fields = map
>             { "'<small>__${_}__</small>'" }
>             (
>                 'Created',
>                 'Due',
>                 'Resolved',
>                 'Started',
>                 'Starts',
>                 'LastUpdated',
>             )
>         ;
>
>         my $format = $m->interp->apply_escapes(
>             join(',', @fields),
>             'u',
>         );
>         $search .= '&Format='.$format;
>     }
>
>     return $search;
> };
>
> ${$link_all} = $umd_link_all;
> </%INIT>
> <%ARGS>
> $build_search_link
> $link_all
> $link_status
> </%ARGS>
>
> Enjoy,
>
> -m
>



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