Changing default format of ticket list in queue?

Alex_Hall · January 30, 2017, 5:18pm

Hi all,
Where would I go to change the default format for the list of tickets shown
when you click a queue name? Can this be done on a queue-by-queue basis, or
only as a modification to some template in share/html? I’d like to make
some global changes, but for a few queues, have the value of a
queue-specific CF in the list. Thanks for any suggestions.

Alex Hall
Automatic Distributors, IT department
ahall@autodist.com

Matt_Zagrabelny · January 30, 2017, 5:27pm

Hi Alex,

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 · January 30, 2017, 5:51pm

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@d.umn.edu wrote:

Hi Alex,

On Mon, Jan 30, 2017 at 11:18 AM, Alex Hall ahall@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@autodist.com

Marcos_Orallo · January 31, 2017, 11:33am

Hi Alex,

I didn’t check it in depth, but you may be interested in customizing this
Element using the “local” folder.

github.com

bestpractical/rt/blob/4.4-trunk/share/html/Ticket/Elements/ShowQueue

%# BEGIN BPS TAGGED BLOCK {{{
%#
%# COPYRIGHT:
%#
%# This software is Copyright (c) 1996-2023 Best Practical Solutions, LLC
%#                                          <sales@bestpractical.com>
%#
%# (Except where explicitly superseded by other copyright notices)
%#
%#
%# LICENSE:
%#
%# This work is made available to you under the terms of Version 2 of
%# the GNU General Public License. A copy of that license should have
%# been provided with this software, but in any event can be snarfed
%# from www.gnu.org.
%#
%# This work is distributed in the hope that it will be useful, but
%# WITHOUT ANY WARRANTY; without even the implied warranty of
%# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE.  See the GNU

This file has been truncated. show original

Also, for the links in the QueueList portlet in the dashboards, there is a
callback to define the link:

github.com

bestpractical/rt/blob/4.4-trunk/share/html/Elements/QueueSummaryByLifecycle#L106


      
              my ($queue) = @_;
              return $build_search_link->($queue->{Name}, "Status = '__Active__'");
          };
          
          my $link_status = sub {
              my ($queue, $status) = @_;
              $status =~ s{(['\\])}{\\$1}g;
              return $build_search_link->($queue->{Name}, "Status = '$status'");
          };
          
          $m->callback(
              CallbackName        => 'LinkBuilders',
              build_search_link   => \$build_search_link,
              link_all            => \$link_all,
              link_status         => \$link_status,
          );
          
          my %lifecycle;
          
          for my $queue (@$queues) {
              my $cycle = RT::Lifecycle->Load( Name => $queue->{'Lifecycle'} );

I hope it helps!

Marcos.2017-01-30 18:51 GMT+01:00 Alex Hall ahall@autodist.com:

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@d.umn.edu wrote:
Hi Alex,

On Mon, Jan 30, 2017 at 11:18 AM, Alex Hall ahall@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@autodist.com