10 newest unowned tickets - by queue

RT Users
1

Hello,

Our RT server is growing. Now other departments are starting to get curious
about our ticketing system and wanting to use it. One common element of all
the RT ‘at a glance’ pages is the ‘10 newest unowned tickets’ which does
not distinguish as to queue.

Is there any way to get ‘10 Newest Unowned Tickets’ to display tickets
from a certain queue on ‘RT At a glance’? For instance if I belong to the
Operations group and I log into RT is there any way I can see only unowned
tickets from the Operations queue? And for others from other groups see the
same for their corresponding groups and queues?

Thanks,
TIm

GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

2

Hello,

Our RT server is growing. Now other departments are starting to get
curious about our ticketing system and wanting to use it. One common
element of all the RT ‘at a glance’ pages is the ‘10 newest unowned
tickets’ which does not distinguish as to queue.

Is there any way to get ‘10 Newest Unowned Tickets’ to display tickets
from a certain queue on ‘RT At a glance’? For instance if I belong to the
Operations group and I log into RT is there any way I can see only unowned
tickets from the Operations queue? And for others from other groups see the
same for their corresponding groups and queues?

Thanks,
TIm

–
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

Hi,

The default is indeed, anything you have access to.

You can however replace that query with a more specific one which filters a
certain queue:

Owner = ‘Nobody’ AND ( Queue = ‘Some support queue’ OR Queue = ‘another
support queue’ ) AND ( Status = ‘new’ OR Status = ‘open’ )

This could be saved as a group search.

After that a user will have to replace the query on his dashboard.

I’m not aware of a way to make this default for specific groups.

Bart G.

3

The default is indeed, anything you have access to.

You can however replace that query with a more specific one which
filters a certain queue:

Owner = ‘Nobody’ AND ( Queue = ‘Some support queue’ OR Queue = ‘another
support queue’ ) AND ( Status = ‘new’ OR Status = ‘open’ )

This could be saved as a group search.

After that a user will have to replace the query on his dashboard.

I’m not aware of a way to make this default for specific groups.

Luckily, there’s a way to make a single query for everyone to use:

QueueAdminCc.id = '__CurrentUser__'

Add that to the existing search and save it, and now it’ll only list
tickets in the queues in which the current user is an admincc.