Default queue-- last time

RT Developers
1

Is it true that there is no way to select a queue as default?

Regards,
colleen

2

“Colleen” colleen@darksideproductions.net writes:

Is it true that there is no way to select a queue as default?

In RT, all queues are created equal. The behavior of which operations
do you want to change? Otherwise, the term “default queue” is
somewhat meaningless.

Florian Weimer Weimer@CERT.Uni-Stuttgart.DE
University of Stuttgart http://CERT.Uni-Stuttgart.DE/people/fw/
RUS-CERT +49-711-685-5973/fax +49-711-685-5898

3

-----Original Message-----
From: Florian Weimer [mailto:Weimer@CERT.Uni-Stuttgart.DE]
Sent: Tuesday, May 21, 2002 11:08 AM
To: Colleen
Cc: rt-devel@lists.fsck.com
Subject: Re: [rt-devel] default queue-- last time.

“Colleen” colleen@darksideproductions.net writes:

Is it true that there is no way to select a queue as default?

In RT, all queues are created equal. The behavior of which operations
do you want to change? Otherwise, the term “default queue” is
somewhat meaningless.

We are using RT at my company to facilitate workflow. For example,
Requests go from Dept 1 (creates the ticket)-> Dept 2 (does the work) →
Dept 3 (which resolves).

Since Creating Tickets usually sends them to Dept 2 first, I’d like to
make this action one step easier for the users.

Also, it seems from searching in the mailing list archive, setting the
default queue was once a feature of RT. I’m not sure if it’s still
there and buried or if it’s been removed entirely.

Thanks,

Colleen

4

Is it true that there is no way to select a queue as default?

Default for what? You’ve asked ‘How do you set a queue to default’ twice
since the evening of the 17th (thats like, one full business day for you,
and a wee bit short for the free help that is rt-devel and rt-users), and
you haven’t expanded what your question is.

Is it, the default queue displayed when someone logs into the WebUI? Is
it, the default queue a mail goes into when someone hasn’t given a proper
queue name to rt-mailgate (at which point I think rt-mailgate will fail) ?

Heck, I might as well ask whether Vroom & Doom is better than Ikea for
purchasing furniture, or should I just hit the Albert Cuyp markets; the
question doesn’t make sense in the limited context supplied.

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B                      Operations
5

Is it true that there is no way to select a queue as default?

What does it mean to ‘select a queue as default’? Default where?

-Rich

Rich Lafferty --------------±----------------------------------------------
Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus!
http://www.lafferty.ca/ | Save The Pacific Northwest Tree Octopus
rich@lafferty.ca -----------±----------------------------------------------

6

“Colleen” colleen@darksideproductions.net writes:

We are using RT at my company to facilitate workflow. For example,
Requests go from Dept 1 (creates the ticket)-> Dept 2 (does the work) →
Dept 3 (which resolves).

Since Creating Tickets usually sends them to Dept 2 first, I’d like to
make this action one step easier for the users.

I don’t see how a default queue would make things easier for the
users in this context.

Florian Weimer Weimer@CERT.Uni-Stuttgart.DE
University of Stuttgart http://CERT.Uni-Stuttgart.DE/people/fw/
RUS-CERT +49-711-685-5973/fax +49-711-685-5898

7

-----Original Message-----
From: Florian Weimer [mailto:Weimer@CERT.Uni-Stuttgart.DE]
Sent: Tuesday, May 21, 2002 11:25 AM
To: Colleen
Cc: rt-devel@lists.fsck.com
Subject: Re: [rt-devel] default queue-- last time.

“Colleen” colleen@darksideproductions.net writes:

We are using RT at my company to facilitate workflow. For example,
Requests go from Dept 1 (creates the ticket)-> Dept 2 (does the
work) →
Dept 3 (which resolves).

Since Creating Tickets usually sends them to Dept 2 first, I’d like
to
make this action one step easier for the users.

I don’t see how a default queue would make things easier for the
users in this context.

It makes it easier because Dept 2 is already selected as default. Thus
they don’t mistakenly send the request to the wrong queue and “lose” the
ticket.

Default for what? You’ve asked ‘How do you set a queue to default’
twice > since the evening of the 17th (thats like, one full business day
for you, > and a wee bit short for the free help that is rt-devel and
rt-users), and > you haven’t expanded what your question is.

Sorry, I didn’t expand further. A simple “hey, what do you mean?” would
have sufficed. I thought the question didn’t need any explanation, but
that’s probably because my version of RT is limited to WebUI use only.

–colleen

Heck, I might as well ask whether Vroom & Doom is better than Ikea for

purchasing furniture, or should I just hit the Albert Cuyp markets;
the

8

-----Original Message-----
From: Florian Weimer [mailto:Weimer@CERT.Uni-Stuttgart.DE]
Sent: Tuesday, May 21, 2002 11:25 AM
To: Colleen
Cc: rt-devel@lists.fsck.com
Subject: Re: [rt-devel] default queue-- last time.

“Colleen” colleen@darksideproductions.net writes:

We are using RT at my company to facilitate workflow. For example,
Requests go from Dept 1 (creates the ticket)-> Dept 2 (does the
work) →
Dept 3 (which resolves).

Since Creating Tickets usually sends them to Dept 2 first, I’d like
to
make this action one step easier for the users.

I don’t see how a default queue would make things easier for the
users in this context.

It makes it easier because Dept 2 is already selected as default. Thus
they don’t mistakenly send the request to the wrong queue and “lose” the
ticket.

Right. Then you want to edit WebRT/html/Elements/SelectNewTicketQueue and
put the id number of queue you want as the default in the ‘$Default’
keyword.

A trick that you can do is to have an editor, and a web browser open, and
continually reload http://rt.example.com/Elements/SelectNewTicketQueue
until the one you want is selected (obviously change the value you put in
‘default’ between reloads).

Default for what? You’ve asked ‘How do you set a queue to default’
twice > since the evening of the 17th (thats like, one full business day
for you, > and a wee bit short for the free help that is rt-devel and
rt-users), and > you haven’t expanded what your question is.

Sorry, I didn’t expand further. A simple “hey, what do you mean?” would
have sufficed. I thought the question didn’t need any explanation, but
that’s probably because my version of RT is limited to WebUI use only.

urm… you’ve asked ‘is it true (because no-one has replied to my previous
questions that…’ without taking into account that no-one has replied as
it is too short a timeframe.

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B                      Operations
9

drum roll

The answer is:

Copy Elements/SelectQueue to your local directory and modify the
$Default variable.

Colleen