Customize search for newest unowned

We are looking at creating a common RT system to be shared by 10
different groups. Is there some way to customize the display for newest
unowned tickets to limit it to a set of select queues?
I have read about changing the search, but can’t seem to find how to set
up the search I would need.
It would need to be something like:
Owner=‘Nobody’ AND (Status = ‘new’ OR Status = ‘open’) AND (Queue =
‘sysadmin-cos’ OR Queue = ‘Desktop-cos’ OR Queue = ‘SAN-cos’)

I can’t find a way to set up this type of search… If I try to change
from AND to OR Aggregator, it seems to change all to either AND or OR…

[I forgot to cc the list - steve]On Wed, 05 Nov 2008 15:27:44 -0500, Don Beethe dmbeethe@fedex.com wrote:

We are looking at creating a common RT system to be shared by 10
different groups. Is there some way to customize the display for newest
unowned tickets to limit it to a set of select queues?
I have read about changing the search, but can’t seem to find how to set
up the search I would need.
It would need to be something like:
Owner=‘Nobody’ AND (Status = ‘new’ OR Status = ‘open’) AND (Queue =
‘sysadmin-cos’ OR Queue = ‘Desktop-cos’ OR Queue = ‘SAN-cos’)

I can’t find a way to set up this type of search… If I try to change
from AND to OR Aggregator, it seems to change all to either AND or OR…

Don,

I’ve had good luck going to the ‘Advanced’ search screen and playing with
the ticket sql ands/ors there.

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

Don,

We have over 115 Queues and about 6 major groups. When the members of 

each group looks at their “unowned” tickets, they only the the tickets
in the queues they have access to. If I am in RT, but not in a group
that has access to your queue, then I will not see any new tickets in
YOUR Queue(s). You might want to re-think the privileges you are
granting to the system groups or to certain roles globally. Hope this helps.

Kenn
LBNLOn 11/5/2008 12:27 PM, Don Beethe wrote:

We are looking at creating a common RT system to be shared by 10
different groups. Is there some way to customize the display for newest
unowned tickets to limit it to a set of select queues?
I have read about changing the search, but can’t seem to find how to set
up the search I would need.
It would need to be something like:
Owner=‘Nobody’ AND (Status = ‘new’ OR Status = ‘open’) AND (Queue =
‘sysadmin-cos’ OR Queue = ‘Desktop-cos’ OR Queue = ‘SAN-cos’)

I can’t find a way to set up this type of search… If I try to change
from AND to OR Aggregator, it seems to change all to either AND or OR…


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