Hi everyone,
We’ve recently implemented RT as our issue tracking system and are in the
process of customising it to make it fit snugly with our internal
procedures. We’ve defined several queues, and all of these queues define
various custom fields related to the queue. Many of these custom fields are
critical to the tickets in the queue itself, in that they define basic but
essential information about the ticket, and so, what we’d really like to do
is have various custom fields displayed in the default queue summary of
open/resolved/stalled. Where it gets a little more tricky is what custom
fields are displayed will need to be different per queue.
Does RT provide a mechanism to do this? I know that I can define search
critera, sorting and displayed columns in the Query Builder and save the
query, but I can’t find a way to set a given saved query as the default for
a queue. I can also see an option to configure the custom fields displayed
in all queues: $DefaultSearchResultFormat; but this isn’t really applicable
I think to custom fields defined per queue (even if some exist in multiple
queues)?
Apologies in advance if I’ve overlooked something obvious; 95% of the
functionality seems to already exist, it’s just that last step to make the
defined query the default that remains!
Best regards,
Samuel Leslie
Does RT provide a mechanism to do this? I know that I can define search critera, sorting and
displayed columns in the Query Builder and save the query, but I can’t find a way to set a
given saved query as the default for a queue. I can also see an option to configure the custom
fields displayed in all queues: $DefaultSearchResultFormat; but this isn’t really applicable I
think to custom fields defined per queue (even if some exist in multiple queues)?
Apologies in advance if I’ve overlooked something obvious; 95% of the functionality seems to
already exist, it’s just that last step to make the defined query the default that remains!
There isn’t a per-queue default format. You can just show all the CFs
in the global format and they’ll stay blank for queues where the CF
isn’t applied.
-kevin
Thanks for the response!
I’ve just implemented the below for a few of the more common fields,
however, there’s still several custom fields that are very queue specific
so if implemented as below it will result in the Queue Summary being full
of empty fields for queues where that custom field is not defined. I do
think this would be a fantastic capability for RT in being able to define a
default view based off the Query Builder. In the mean time, are there
perhaps any callbacks that could be taken advantage of to “emulate” such a
capability? I’ve taken a look but haven’t found any that seemed to be a
sensible match for what I’m trying to achieve. Thanks again for the advice.
Kind regards,
Samuel LeslieOn 3 November 2011 01:54, Kevin Falcone falcone@bestpractical.com wrote:
On Wed, Nov 02, 2011 at 03:16:14PM +1100, Samuel Leslie wrote:
Does RT provide a mechanism to do this? I know that I can define
search critera, sorting and
displayed columns in the Query Builder and save the query, but I
can’t find a way to set a
given saved query as the default for a queue. I can also see an
option to configure the custom
fields displayed in all queues: $DefaultSearchResultFormat; but this
isn’t really applicable I
think to custom fields defined per queue (even if some exist in
multiple queues)?
Apologies in advance if I’ve overlooked something obvious; 95% of the
functionality seems to
already exist, it’s just that last step to make the defined query the
default that remains!
There isn’t a per-queue default format. You can just show all the CFs
in the global format and they’ll stay blank for queues where the CF
isn’t applied.
-kevin
RT Training Sessions (http://bestpractical.com/services/training.html)
- Barcelona, Spain — November 28 & 29, 2011
I’ve just implemented the below for a few of the more common fields, however, there’s still
several custom fields that are very queue specific so if implemented as below it will result
in the Queue Summary being full of empty fields for queues where that custom field is not
defined. I do think this would be a fantastic capability for RT in being able to define a
default view based off the Query Builder. In the mean time, are there perhaps any callbacks
that could be taken advantage of to “emulate” such a capability? I’ve taken a look but haven’t
found any that seemed to be a sensible match for what I’m trying to achieve. Thanks again for
the advice.
I’m not aware of any convenient callbacks. The last time I looked, it
was going to be complicated to do this right, although I know one of
my colleagues had started poking at it on a branch.
-kevin> On 3 November 2011 01:54, Kevin Falcone <[1]falcone@bestpractical.com> wrote:
On Wed, Nov 02, 2011 at 03:16:14PM +1100, Samuel Leslie wrote:
> Does RT provide a mechanism to do this? I know that I can define search critera, sorting
and
> displayed columns in the Query Builder and save the query, but I can't find a way to set a
> given saved query as the default for a queue. I can also see an option to configure the
custom
> fields displayed in all queues: $DefaultSearchResultFormat; but this isn't really
applicable I
> think to custom fields defined per queue (even if some exist in multiple queues)?
>
> Apologies in advance if I've overlooked something obvious; 95% of the functionality seems
to
> already exist, it's just that last step to make the defined query the default that
remains!
There isn't a per-queue default format. You *can* just show all the CFs
in the global format and they'll stay blank for queues where the CF
isn't applied.