To The Request Tracker Authors:
After looking a bit at the 3.6.2 interface, I have one comment. The user
can configure Request Tracker to display only certain queues of interest
in the Quick Search box. Unfortunately, the same cannot be said for the
“newest unowned tickets” box. It would be nice to only display tickets
which are applicable to the queues that the user desires in the “Quick
Search” box"or at least give the user the opportunity to select the
queues they would like to see displayed in the “newest unowned tickets”
box. A change of this nature would be beneficial to our user community
and to Request Tracker users in general.
Thank you for your time.
Nick
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
nmetrowsky@digitalglobe.com mailto:nmetrowsky@digitalglobe.com
DigitalGlobe (r), An Imaging and Information Company
http://www.digitalglobe.com http://www.digitalglobe.com
To The Request Tracker Authors:
After looking a bit at the 3.6.2 interface, I have one comment. The
user can configure Request Tracker to display only certain queues
of interest in the Quick Search box. Unfortunately, the same cannot
be said for the “newest unowned tickets” box. It would be nice to
only display tickets which are applicable to the queues that the
user desires in the “Quick Search” box”or at least give the user
the opportunity to select the queues they would like to see
displayed in the “newest unowned tickets” box. A change of this
nature would be beneficial to our user community and to Request
Tracker users in general.
Nick,
Using RT’s saved searches, it’s quite easy for a user to construct
his or her own “newest unowned tickets I care about” search and place
it on his or her own portal.
Best,
Jesse
PGP.sig (186 Bytes)
Hi Jesse,
I understand that a user can create their own search. We want it so that
it is universal and automatic, so that the user doesn’t have to do
anything special. Removing the capability from the scripts (easy to put
in a patch) to a database specific search script may not have been the
best “move” in this instance. Having the capability of listing unonwed
tickets specific to the queues that a user services, is much better,
than displaying all the unowned tickets which come into Request Tracker.
We have over 15 queues, and most of users only service one or two
queues. Many watch the “RT at a glance” screen to look for tickets. They
do not have the time or desire to click on a manual search, when RT can
be set up to display the information automatically.
So, I need to know how I can add to the unowned ticket search the
capability which will give a list of tickets that are unowned for the
queues that a user is allowed to service. In our case, queues that have
AdminCc or Cc watcher turned on for the specific user when they view the
“RT at a glance” page.
Nick
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
nmetrowsky@digitalglobe.com mailto:nmetrowsky@digitalglobe.com
DigitalGlobe (r), An Imaging and Information Company
http://www.digitalglobe.com http://www.digitalglobe.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Jesse
VincentSent: Tuesday, December 19, 2006 11:28 AM
To: Nick Metrowsky
Cc: RT Users
Subject: Re: [rt-users] Comment on 3.6.x - Quick Search and “Unowned”
tickets
A user will only see unowned tix in queues they have permission to. If
the user is seeing more tix than you’d like, then you need to tighten up
your permissions. We have a couple dozen queues, and people would go
batty if they saw all of the unowned tix.On Tue, 2006-12-26 at 19:43 -0700, Nick Metrowsky wrote:
Hi Jesse,
I understand that a user can create their own search. We want it so
that it is universal and automatic, so that the user doesn’t have to
do anything special. Removing the capability from the scripts (easy to
put in a patch) to a database specific search script may not have been
the best “move” in this instance. Having the capability of listing
unonwed tickets specific to the queues that a user services, is much
better, than displaying all the unowned tickets which come into
Request Tracker. We have over 15 queues, and most of users only
service one or two queues. Many watch the “RT at a glance” screen to
look for tickets. They do not have the time or desire to click on a
manual search, when RT can be set up to display the information
automatically.