Changing the default queue names in RTIR

RTIR
1

Could someone help me?
My RTIR version is 5.03.

I would like to change the default name of the Incident Reports queue to a new one.
If I do this, it not display Incident Reports in the incident queue.

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2

Can anyone help me with this?

3

I don’t know much about RTIR but every queue has it’s Lifecycle devined in RT_SiteConfig.pm (or maybe in RTIR_SiteConfig.pm for this case). RTIR queues have special lifecycle so I assume the problem could be in this.

4

Hi,
the solution is add LinkedQueuePortlets the RTIR_SiteConfig.pm:

Set( %LinkedQueuePortlets, (
    'Incydenty' => [
        { 'Zgłoszenia' => [ 'All' ] },
        { 'Incident Reports' => [ 'All' ] },
    ],
));

But it’s not that perfect, the icons for “Create” and “Linki” to the Incident have disappeared. How can I fix this?

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5

hey there @silver any luck with getting additional queues to work?

6

hey @aps unfortunately nothing more could be done about this topic

7

Hi I have been trying to solve this problem for a long time, and finally found the answer in the path
/html/Callbacks/RTIR/Ticket/Elements/ShowLinkedQueues/ for the MassageTitleBox file it is necessary to add the entry

my @queues = ( ‘Incident Reports’,‘Investigations’, ‘Countermeasures’, ‘Test1’, ‘Test2’ );

my %lifecycles = (
‘Incident Reports’ => ‘incident_reports’,
‘Investigations’ => ‘investigations’,
‘Countermeasures’ => 'countermeasures,
‘Test1’ => ‘incident_reports’,
‘Test2’ => ‘investigations’,
);

After this modification it is necessary to clear the cashe and restart the database and apache.
After the modification, everything should work

8

To change the default “Incident Reports” queue name in RTIR 5.03, go to Admin → Queues, rename the queue, and update any RTIR configuration or scripts referencing the old name. Otherwise, it won’t show properly in the incident queue.