Changing logo, and viewing *all* tickets?

RT Users
1

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.

2

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.

Yep.

See $LogoURL and $LogoLinkURL

https://docs.bestpractical.com/rt/4.4.1/RT_Config.html

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.

This can be just a saved search. It is quite easy:

Status = ‘Active’

Using the meta status Active will be a bit more robust than just
“open”. Though if that is what you really want, then go ahead with
‘open’.

He can load the saved search in his home page, or any dashboard, for
that matter.

-m

3

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

tracetronic GmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinapius@tracetronic.demailto:vinzenz.sinapius@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 086Von: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] Im Auftrag von Alex Hall
Gesendet: Donnerstag, 15. September 2016 14:36
An: rt-users@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.

4

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@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@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@lists.bestpractical.com] *Im
Auftrag von *Alex Hall
Gesendet: Donnerstag, 15. September 2016 14:36
An: rt-users@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@autodist.com

5

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. :slight_smile:

-mOn Thu, Sep 15, 2016 at 9:37 AM, Alex Hall ahall@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@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@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@lists.bestpractical.com] *Im
Auftrag von *Alex Hall
Gesendet: Donnerstag, 15. September 2016 14:36
An: rt-users@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@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
6

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@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. :slight_smile:

-m

On Thu, Sep 15, 2016 at 9:37 AM, Alex Hall ahall@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@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@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@lists.bestpractical.com] *Im
Auftrag von *Alex Hall
Gesendet: Donnerstag, 15. September 2016 14:36
An: rt-users@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@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@autodist.com

7

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!

-mOn Thu, Sep 15, 2016 at 10:22 AM, Alex Hall ahall@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@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. :slight_smile:

-m

On Thu, Sep 15, 2016 at 9:37 AM, Alex Hall ahall@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@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@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@lists.bestpractical.com] *Im
Auftrag von *Alex Hall
Gesendet: Donnerstag, 15. September 2016 14:36
An: rt-users@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@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@autodist.com

8

Hey Matt, Alex, et al,

I suppose there could be one additional meta status: Initial

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

If we were to add Initial, then Active would have to change to not include the initial statuses, otherwise it’d be very confusing that the names don’t line up.

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.

Indeed. Probably not worth it.

Cheers!

-m

Best,
Shawn

signature.asc (801 Bytes)

9

Hey Matt, Alex, et al,

I suppose there could be one additional meta status: Initial

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

If we were to add Initial, then Active would have to change to not include the initial statuses, otherwise it’d be very confusing that the names don’t line up.

I think Initial could just be single status subset of Active.
No need to exclude it from Active. I love having opinions of
theoretical rabbit trails!

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.

Indeed. Probably not worth it.

Agreed! :slight_smile:

-m