Default My Ticket

Is there a way to edit the default My Tickets search that is provided on
the home screen to include tickets the user that is logged in is CCed or
a requestor on?

Thanks

Mark

Technically, a user’s tickets are only theirs if they own them.

However, components can easily be added and removed from the home screen so
another option is to create a saved search, possibly called “My Requests,”
which returns all tickets matching those criteria:

Requestor.id = ‘CurrentUser’ OR Cc.id = ‘CurrentUser

or if you want to replace the existing My Tickets component and have the
results include owned tickets:

Owner = ‘CurrentUser’ OR Requestor.id = ‘CurrentUser’ OR Cc.id =
CurrentUser

That saved search can then be placed directly on the home screen either in
addition to or in place of the original My Tickets component. The default
home screen setup (“RT at a glance”) can be modified globally (via the
Admin menu when logged in as a superuser) if you want this change to apply
to all users by default, but every user can set this screen up in their own
way too.On 24 July 2014 11:07, Mark Campbell mcc171@psu.edu wrote:

Is there a way to edit the default My Tickets search that is provided on
the home screen to include tickets the user that is logged in is CCed or a
requestor on?

Thanks

Mark


RT Training - Boston, September 9-10
Training — Best Practical Solutions

So I had created a saved search but failed to use the Requestor.id or
CC.id and that was what was causing the problem.

I used .Name instead. Works great now.

Thanks for the help.

MarkOn 7/23/2014 9:37 PM, Alex Peters wrote:

Technically, a user’s tickets are only theirs if they own them.

However, components can easily be added and removed from the home
screen so another option is to create a saved search, possibly called
“My Requests,” which returns all tickets matching those criteria:

Requestor.id = ‘CurrentUser’ OR Cc.id = ‘CurrentUser

or if you want to replace the existing My Tickets component and have
the results include owned tickets:

Owner = ‘CurrentUser’ OR Requestor.id = ‘CurrentUser’ OR Cc.id
= ‘CurrentUser

That saved search can then be placed directly on the home screen
either in addition to or in place of the original My Tickets
component. The default home screen setup (“RT at a glance”) can be
modified globally (via the Admin menu when logged in as a superuser)
if you want this change to apply to all users by default, but every
user can set this screen up in their own way too.

On 24 July 2014 11:07, Mark Campbell <mcc171@psu.edu mailto:mcc171@psu.edu> wrote:

Is there a way to edit the default My Tickets search that is
provided on the home screen to include tickets the user that is
logged in is CCed or a requestor on?

Thanks

Mark

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