Customize home page

RT Users
1

How can I modify “RT at a glance” so that different groups (or users)
see different elements, e.g hide “Unowned Tickets” from the developers
group?

Also how can I customize which columns display in e.g. “My Tickets” for
everyone (not just me) or for a user group?

Thanks,
Mike

2

Mike,

Every user can modify their own home page to see whatever they want. The
queries they can choose from comes from either the basic list offered from
RT as well as any personal Queries AND any Queries saved for a group they
are a member of. They can also see thier own personal dashboards along the
top line.

What is it you want to do for them that they can’t do themselves?

Kenn
LBNLOn Fri, Aug 12, 2011 at 8:48 AM, Mike DeVries mike@dido.ca wrote:

How can I modify “RT at a glance” so that different groups (or users) see
different elements, e.g hide “Unowned Tickets” from the developers group?

Also how can I customize which columns display in e.g. “My Tickets” for
everyone (not just me) or for a user group?

Thanks,
Mike

RT Training Sessions (http://bestpractical.com/**services/training.htmlhttp://bestpractical.com/services/training.html
)

  • Chicago, IL, USA September 26 & 27, 2011
  • San Francisco, CA, USA October 18 & 19, 2011
  • Washington DC, USA October 31 & November 1, 2011
  • Melbourne VIC, Australia November 28 & 29, 2011
  • Barcelona, Spain November 28 & 29, 2011
3

Thanks for the reply Kenn,

RT4 is being used by a small software company. As tickets come in they are assigned to a developer. The developer only needs to see his own tickets, he does not to see other tickets coming in and being assigned elsewhere. We would like to restrict the “Unowned Tickets” from being displayed to members of the developers group. I know I can remove that globally in …Admin/Global/MyRT.html. I’m wondering how I can target those changes to specific user groups

As to the default columns displayed in “My Tickets” I think I can change that globally by modifying a configuration file.

Thanks,
MikeDate: Fri, 12 Aug 2011 09:51:43 -0700
From: Kenneth Crockerkfcrocker@lbl.gov
To:rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Customize home page
Message-ID:
CABqKps8s0V9-zLbiLDD+MitbPt9FORQZY86PPKymS9daN46Yvg@mail.gmail.com
Content-Type: text/plain; charset=“iso-8859-1”

Mike,

Every user can modify their own home page to see whatever they want. The
queries they can choose from comes from either the basic list offered from
RT as well as any personal Queries AND any Queries saved for a group they
are a member of. They can also see thier own personal dashboards along the
top line.

What is it you want to do for them that they can’t do themselves?

Kenn
LBNL

4

Mike,

A question. If the unowned tickets cannot be seen by anyone, how do they get
assigned? If the assigners are in a different group than the group possible
owners, then you just give the “ShowTicket” right to the assigner group and
to the role “Owners”.

Kenn
LBNLOn Fri, Aug 12, 2011 at 1:11 PM, Mike DeVries mike@dido.ca wrote:

Thanks for the reply Kenn,

RT4 is being used by a small software company. As tickets come in they are
assigned to a developer. The developer only needs to see his own tickets, he
does not to see other tickets coming in and being assigned elsewhere. We
would like to restrict the “Unowned Tickets” from being displayed to members
of the developers group. I know I can remove that globally in
…Admin/Global/MyRT.html. I’m wondering how I can target those changes to
specific user groups

As to the default columns displayed in “My Tickets” I think I can change
that globally by modifying a configuration file.

Thanks,
Mike

–

Date: Fri, 12 Aug 2011 09:51:43 -0700
From: Kenneth Crockerkfcrocker@lbl.gov
To:rt-users@lists.**bestpractical.comTo%3Art-users@lists.bestpractical.com
Subject: Re: [rt-users] Customize home page
Message-ID:
<CABqKps8s0V9-zLbiLDD+MitbPt9FORQZY86PPKymS9daN46Yvg
@mail.gmail.comCABqKps8s0V9-zLbiLDD%2BMitbPt9FORQZY86PPKymS9daN46Yvg@mail.gmail.com

Content-Type: text/plain; charset=“iso-8859-1”

Mike,

Every user can modify their own home page to see whatever they want. The
queries they can choose from comes from either the basic list offered from
RT as well as any personal Queries AND any Queries saved for a group they
are a member of. They can also see thier own personal dashboards along the
top line.

What is it you want to do for them that they can’t do themselves?

Kenn
LBNL

On Fri, Aug 12, 2011 at 8:48 AM, Mike DeVriesmike@dido.ca wrote:

How can I modify “RT at a glance” so that different groups (or users) see

different elements, e.g hide “Unowned Tickets” from the developers group?

Also how can I customize which columns display in e.g. “My Tickets” for
everyone (not just me) or for a user group?

Thanks,
Mike

RT Training Sessions (http://bestpractical.com/**services/training.htmlhttp://bestpractical.com/services/training.html
)

  • Chicago, IL, USA September 26 & 27, 2011
  • San Francisco, CA, USA October 18 & 19, 2011
  • Washington DC, USA October 31 & November 1, 2011
  • Melbourne VIC, Australia November 28 & 29, 2011
  • Barcelona, Spain November 28 & 29, 2011