Customize Quicksearch RT 4.0.4

RT Users
1

Hi,

I have upgraded to RT 4. I have defined a few different custom statuses in
RT_SIteConfig such as:

Set(%Lifecycles,
default => {
initial => [ ‘new’ ],
active => [ ‘open’, ‘stalled’, ‘next_rel’, ‘inv_pend’,
‘cust_info’ ],
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’ ],

When I log in I see the QuickSearch includes these columns (’'next_rel,
‘inv_pend’, ‘cust_info’).

The summaries “Active Tickets I own” and “Waiting Tickets I own” group
tickets by state (ie. Active or Waiting) regardless of their status.

Is there a way to customize the Quicksearch to group by state, ie. 3
columns “Active”, “Waiting”, “Planning”?

Also where can the state of a status be defined, for example "cust_info"
should be a Waiting state?

Thanks for any help
Sean

2

Also where can the state of a status be defined, for example “cust_info”
should be a Waiting state?

RT has only 3 states: initial, active and inactive. No waiting state,
stalled status that is in default lifecycle is still considered
active.

Best regards, Ruslan.

3

Hello all!

I have been stumbling around trying to display ‘resolved’ status in
Quicksearch, so far I have a copy of Quicksearch modified as such

— Quicksearch 2012-01-17 13:36:47.000000000 -0500
+++ …/…/…/local/html/Elements/Quicksearch 2012-01-18
10:20:53.000000000 -0500
@@ -54,12 +54,14 @@
&>
<& $comp,
queue_filter => sub { $->CurrentUserHasRight(‘ShowTicket’) &&
!exists $unwanted->{$->Name} },

  • statuses => @stats,
    &>
    </&>
<%INIT> my $unwanted = $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {}); my $comp = $SplitByLifecycle? '/Elements/QueueSummaryByLifecycle' : '/Elements/QueueSummaryByStatus'; +my @stats = qw(new open stalled resolved); <%ARGS> $SplitByLifecycle => 1

I also tried $SplitByLifecycle => 0

Regards,

Ron

4

Ronald,

Did you try by adding ‘resolved’ as an active status?

Just a thought. Haven’t checked it out, myself.

KennOn Wed, Jan 18, 2012 at 7:22 AM, Ronald J. Yacketta yacketrj@potsdam.eduwrote:

Hello all!

I have been stumbling around trying to display ‘resolved’ status in
Quicksearch, so far I have a copy of Quicksearch modified as such

— Quicksearch 2012-01-17 13:36:47.000000000 -0500
+++ …/…/…/local/html/Elements/**Quicksearch 2012-01-18 10:20:53.000000000
-0500
@@ -54,12 +54,14 @@
&>
<& $comp,
queue_filter => sub { $->CurrentUserHasRight(‘**ShowTicket’) &&
!exists $unwanted->{$->Name} },

  • statuses => @stats,
    &>
    </&>
<%INIT> my $unwanted = $session{'CurrentUser'}->**UserObj->Preferences('**QuickSearch', {}); my $comp = $SplitByLifecycle? '/Elements/**QueueSummaryByLifecycle' : '/Elements/**QueueSummaryByStatus'; +my @stats = qw(new open stalled resolved); <%ARGS> $SplitByLifecycle => 1

I also tried $SplitByLifecycle => 0

Regards,

Ron

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