I am attempting to setup useful defaults for new users and 2 related
questions spring to mind:
Is it possible within the existing framework to add a box to ‘RT at a
glance’ that displays the search results for a saved search?
It would be convenient to create and save search templates. Is it
possible to insert variables into queries?
e.g. save a search like Queue=‘support’ and (status = ‘new’ or status =
‘open’) and (Owner = ‘’ or Owner = ‘nobody’)
where is filled by the ownerId of the person currently
accessing the UI. Or would this result in too much of a security risk
without significant extra work?
Electrical and Computer Engineering
Carnegie Mellon University