Customizing newest unowned tickets search with user-specific data?

RT Users
1

Greetings.

I’m trying to customize the “10 newest uowned tickets” search (the one
that appears on the main page by default, I believe). I get to the
page to edit the predefined “Search - Unowned Tickets” search, and it
shows the logic for the search:

Owner = ‘Nobody’
AND (
Status = ‘new’
OR Status = ‘open’ )

I want to exclude tickets in a certain queue, which by itself is
pretty straightforward, just add:

AND Queue != ‘somequeue’

But that’s not quite what I want to do. First, I should say that we
have groups organized per queue, so that for instance we have a group
‘rt-somequeue’ with access to the queue ‘somequeue’. What I really
want to do in the logic above, is exclude that queue unless the user
is in that corresponding group, something like:

AND (
Queue != ‘somequeue’
OR <User in group ‘rt-somequeue’> )

Is there a way to do this, either using the criteria listed on the
Query Builder page (which seems to be all ticket-related), or by
directly editing the search?

Thanks.

Milt Epstein
Applications Developer
Graduate School of Library and Information Science (GSLIS)
University of Illinois at Urbana-Champaign (UIUC)
mepstein@illinois.edu

2

Anybody have any suggestions for this? Thanks.On Mon, 23 Jun 2014, Milt Epstein wrote:

Greetings.

I’m trying to customize the “10 newest uowned tickets” search (the one
that appears on the main page by default, I believe). I get to the
page to edit the predefined “Search - Unowned Tickets” search, and it
shows the logic for the search:

Owner = ‘Nobody’
AND (
Status = ‘new’
OR Status = ‘open’ )

I want to exclude tickets in a certain queue, which by itself is
pretty straightforward, just add:

AND Queue != ‘somequeue’

But that’s not quite what I want to do. First, I should say that we
have groups organized per queue, so that for instance we have a group
‘rt-somequeue’ with access to the queue ‘somequeue’. What I really
want to do in the logic above, is exclude that queue unless the user
is in that corresponding group, something like:

AND (
Queue != ‘somequeue’
OR <User in group ‘rt-somequeue’> )

Is there a way to do this, either using the criteria listed on the
Query Builder page (which seems to be all ticket-related), or by
directly editing the search?

Thanks.

Milt Epstein
Applications Developer
Graduate School of Library and Information Science (GSLIS)
University of Illinois at Urbana-Champaign (UIUC)
mepstein@illinois.edu

RT Training - Boston, September 9-10
http://bestpractical.com/training

Milt Epstein
Applications Developer
Graduate School of Library and Information Science (GSLIS)
University of Illinois at Urbana-Champaign (UIUC)
mepstein@illinois.edu

3

I don’t believe that you can achieve this with Ticket SQL, but there is
another potential solution:

You mention that the users are in groups for the queues relevant to them.

If you configure RT so that the users can’t see tickets in queues whose
groups the users don’t belong to, you would get the desired result without
modifying the search.

Whether this is acceptable in your case depends on whether your users need
to see tickets in queues outside their group memberships.On 24/06/2014 2:57 am, “Milt Epstein” mepstein@illinois.edu wrote:

Greetings.

I’m trying to customize the “10 newest uowned tickets” search (the one
that appears on the main page by default, I believe). I get to the
page to edit the predefined “Search - Unowned Tickets” search, and it
shows the logic for the search:

Owner = ‘Nobody’
AND (
Status = ‘new’
OR Status = ‘open’ )

I want to exclude tickets in a certain queue, which by itself is
pretty straightforward, just add:

AND Queue != ‘somequeue’

But that’s not quite what I want to do. First, I should say that we
have groups organized per queue, so that for instance we have a group
‘rt-somequeue’ with access to the queue ‘somequeue’. What I really
want to do in the logic above, is exclude that queue unless the user
is in that corresponding group, something like:

AND (
Queue != ‘somequeue’
OR <User in group ‘rt-somequeue’> )

Is there a way to do this, either using the criteria listed on the
Query Builder page (which seems to be all ticket-related), or by
directly editing the search?

Thanks.

Milt Epstein
Applications Developer
Graduate School of Library and Information Science (GSLIS)
University of Illinois at Urbana-Champaign (UIUC)
mepstein@illinois.edu

RT Training - Boston, September 9-10
http://bestpractical.com/training

4

Thanks for that suggestion. In fact, what you say makes sense, and
does work for the most part. But, we have a certain number of admin
users (such as myself), who can see tickets in multiple queues. I was
trying to set up something that would work for those users (we have
certain queues that are separate enough that we would prefer not to
see tickets in those queues). Sounds like we may just have to live
with this though.On Tue, 1 Jul 2014, Alex Peters wrote:

I don’t believe that you can achieve this with Ticket SQL, but there
is another potential solution:

You mention that the users are in groups for the queues relevant to
them.

If you configure RT so that the users can’t see tickets in queues
whose groups the users don’t belong to, you would get the desired
result without modifying the search.

Whether this is acceptable in your case depends on whether your
users need to see tickets in queues outside their group memberships.

On 24/06/2014 2:57 am, “Milt Epstein” mepstein@illinois.edu wrote:

Greetings.

I’m trying to customize the “10 newest uowned tickets” search (the one
that appears on the main page by default, I believe). I get to the
page to edit the predefined “Search - Unowned Tickets” search, and it
shows the logic for the search:

Owner = ‘Nobody’
AND (
Status = ‘new’
OR Status = ‘open’ )

I want to exclude tickets in a certain queue, which by itself is
pretty straightforward, just add:

AND Queue != ‘somequeue’

But that’s not quite what I want to do. First, I should say that we
have groups organized per queue, so that for instance we have a group
‘rt-somequeue’ with access to the queue ‘somequeue’. What I really
want to do in the logic above, is exclude that queue unless the user
is in that corresponding group, something like:

AND (
Queue != ‘somequeue’
OR <User in group ‘rt-somequeue’> )

Is there a way to do this, either using the criteria listed on the
Query Builder page (which seems to be all ticket-related), or by
directly editing the search?

Thanks.

Milt Epstein
Applications Developer
Graduate School of Library and Information Science (GSLIS)
University of Illinois at Urbana-Champaign (UIUC)
mepstein@illinois.edu

RT Training - Boston, September 9-10
http://bestpractical.com/training

Milt Epstein
Applications Developer
Graduate School of Library and Information Science (GSLIS)
University of Illinois at Urbana-Champaign (UIUC)
mepstein@illinois.edu

5

Another option for those admin users is to just not use that default
unowned tickets search, but instead replace that component of each admin
user’s page with an appropriate saved search.

Depending on how frequently your admin users need to access all queues, and
if it makes sense in your situation, you could potentially create two
accounts per admin user—one for admin tasks and one for regular tasks.On 01/07/2014 8:40 am, “Milt Epstein” mepstein@illinois.edu wrote:

Thanks for that suggestion. In fact, what you say makes sense, and
does work for the most part. But, we have a certain number of admin
users (such as myself), who can see tickets in multiple queues. I was
trying to set up something that would work for those users (we have
certain queues that are separate enough that we would prefer not to
see tickets in those queues). Sounds like we may just have to live
with this though.

On Tue, 1 Jul 2014, Alex Peters wrote:

I don’t believe that you can achieve this with Ticket SQL, but there
is another potential solution:

You mention that the users are in groups for the queues relevant to
them.

If you configure RT so that the users can’t see tickets in queues
whose groups the users don’t belong to, you would get the desired
result without modifying the search.

Whether this is acceptable in your case depends on whether your
users need to see tickets in queues outside their group memberships.

On 24/06/2014 2:57 am, “Milt Epstein” mepstein@illinois.edu wrote:

Greetings.

I’m trying to customize the “10 newest uowned tickets” search (the one
that appears on the main page by default, I believe). I get to the
page to edit the predefined “Search - Unowned Tickets” search, and it
shows the logic for the search:

Owner = ‘Nobody’
AND (
Status = ‘new’
OR Status = ‘open’ )

I want to exclude tickets in a certain queue, which by itself is
pretty straightforward, just add:

AND Queue != ‘somequeue’

But that’s not quite what I want to do. First, I should say that we
have groups organized per queue, so that for instance we have a group
‘rt-somequeue’ with access to the queue ‘somequeue’. What I really
want to do in the logic above, is exclude that queue unless the user
is in that corresponding group, something like:

AND (
Queue != ‘somequeue’
OR <User in group ‘rt-somequeue’> )

Is there a way to do this, either using the criteria listed on the
Query Builder page (which seems to be all ticket-related), or by
directly editing the search?

Thanks.

Milt Epstein
Applications Developer
Graduate School of Library and Information Science (GSLIS)
University of Illinois at Urbana-Champaign (UIUC)
mepstein@illinois.edu

RT Training - Boston, September 9-10
http://bestpractical.com/training

Milt Epstein
Applications Developer
Graduate School of Library and Information Science (GSLIS)
University of Illinois at Urbana-Champaign (UIUC)
mepstein@illinois.edu

RT Training - Boston, September 9-10
http://bestpractical.com/training