Default Queue?

Tim_Gustafson · April 11, 2008, 11:37pm

Hello everyone!

Please forgive the potentially silly question, but I’ve Google this and
haven’t been able to come up with anything.

Where the heck do you set the default queue for new tickets when users click
the “New ticket in” button at the top of the screen?

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

Gene_LeDuc · April 14, 2008, 3:23pm

Hi Tim,

I’m pretty sure it’s just the first one alphabetically.

At 04:37 PM 4/11/2008, Tim Gustafson wrote:

Hello everyone!

Please forgive the potentially silly question, but I’ve Google this and
haven’t been able to come up with anything.

Where the heck do you set the default queue for new tickets when users click
the “New ticket in” button at the top of the screen?

Gene LeDuc, GSEC
Security Analyst
San Diego State University

Tim_Gustafson · April 14, 2008, 3:24pm

Actually, I don’t think it is. Right now, it’s using ‘Techstaff’, when
there are about 5 others ahead of that queue (‘Bels’, ‘Faculty Services’,
etc).

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354From: Gene LeDuc [mailto:gleduc@mail.sdsu.edu]
Sent: Monday, April 14, 2008 8:23 AM
To: Tim Gustafson; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Hi Tim,

I’m pretty sure it’s just the first one alphabetically.

At 04:37 PM 4/11/2008, Tim Gustafson wrote:

Hello everyone!

Please forgive the potentially silly question, but I’ve Google this and
haven’t been able to come up with anything.

Where the heck do you set the default queue for new tickets when users
click
the “New ticket in” button at the top of the screen?

Gene LeDuc, GSEC
Security Analyst
San Diego State University

Drew_Barnes · April 14, 2008, 3:27pm

It’s probably using the queue’s id. Look in share/html/Elements/SelectQueue

Tim Gustafson wrote:

Tim_Gustafson · April 14, 2008, 3:36pm

Drew,

Thanks! That code is giving me a bit of insight now. It appears that the
default is being loaded from the user’s profile:

SelectQueue:47
% my $d = new RT::Queue($session{‘CurrentUser’});
% $d->Load($Default);

SelectQueue:57

Id eq $Default ? 'SELECTED' : '')%>><%$queue->Nam e%>

So, the question is: where does the $Default value get stored in the
database, and how does one update that information? I poked around in the
Users, CustomFields and FM_CustomFields tables and couldn’t find anything.

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354From: Drew Barnes [mailto:barnesaw@ucrwcu.rwc.uc.edu]
Sent: Monday, April 14, 2008 8:27 AM
To: Tim Gustafson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

It’s probably using the queue’s id. Look in share/html/Elements/SelectQueue

Tim Gustafson wrote:

Actually, I don’t think it is. Right now, it’s using ‘Techstaff’, when
there are about 5 others ahead of that queue (‘Bels’, ‘Faculty Services’,
etc).

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

-----Original Message-----
From: Gene LeDuc [mailto:gleduc@mail.sdsu.edu]
Sent: Monday, April 14, 2008 8:23 AM
To: Tim Gustafson; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Hi Tim,

I’m pretty sure it’s just the first one alphabetically.

At 04:37 PM 4/11/2008, Tim Gustafson wrote:

Hello everyone!

Please forgive the potentially silly question, but I’ve Google this and
haven’t been able to come up with anything.

Where the heck do you set the default queue for new tickets when users

click

the “New ticket in” button at the top of the screen?

Kenn_Crocker · April 14, 2008, 4:42pm

Tim,

There should be a drop-down that displays the Queue's available to the

current user. It is usually in alphabetical order. There may be a way to
change that, but I don’t know of it.

Kenn
LBNLOn 4/11/2008 4:37 PM, Tim Gustafson wrote:

Hello everyone!

Please forgive the potentially silly question, but I’ve Google this and
haven’t been able to come up with anything.

Where the heck do you set the default queue for new tickets when users click
the “New ticket in” button at the top of the screen?

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Tim_Gustafson · April 14, 2008, 5:21pm

Yes, there is a drop-down. I’m asking how to change the default selected
item in that drop-down.

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Monday, April 14, 2008 9:42 AM
To: Tim Gustafson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Tim,

There should be a drop-down that displays the Queue's available to

the
current user. It is usually in alphabetical order. There may be a way to
change that, but I don’t know of it.

Kenn
LBNL

Hello everyone!

Please forgive the potentially silly question, but I’ve Google this and
haven’t been able to come up with anything.

Where the heck do you set the default queue for new tickets when users
click
the “New ticket in” button at the top of the screen?

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Drew_Barnes · April 14, 2008, 5:24pm

Yes, there is a drop-down. I’m asking how to change the default selected
item in that drop-down.

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Monday, April 14, 2008 9:42 AM
To: Tim Gustafson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Tim,

There should be a drop-down that displays the Queue’s available to
the
current user. It is usually in alphabetical order. There may be a way to
change that, but I don’t know of it.

Kenn
LBNL

Hello everyone!

Please forgive the potentially silly question, but I’ve Google this and
haven’t been able to come up with anything.

Where the heck do you set the default queue for new tickets when users

click

the “New ticket in” button at the top of the screen?

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Tim_Gustafson · April 14, 2008, 5:28pm

Drew,

The queue that’s selected by default right now is “Techstaff”. There are 6
other queues ahead of that queue, including “BELS” and “Faculty Services”.
The list is selecting “Techstaff”, the 6th entry, by default. I’ve already
done some research into the code that makes this selection, and the
“Default” queue is indeed being pulled from the user’s session, but I can’t
seem to find where that default is being set.

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354-----Original Message-----
From: Drew Barnes [mailto:barnesaw@ucrwcu.rwc.uc.edu]
Sent: Monday, April 14, 2008 10:24 AM
To: Tim Gustafson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

On our system, our lowercase queues appear first, then capitalized. I just named queues accordingly. Tim Gustafson wrote:

Yes, there is a drop-down. I’m asking how to change the default selected
item in that drop-down.

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Monday, April 14, 2008 9:42 AM
To: Tim Gustafson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Tim,

There should be a drop-down that displays the Queue’s available to
the
current user. It is usually in alphabetical order. There may be a way to
change that, but I don’t know of it.

Kenn
LBNL

On 4/11/2008 4:37 PM, Tim Gustafson wrote:

Hello everyone!

Please forgive the potentially silly question, but I’ve Google this and
haven’t been able to come up with anything.

Where the heck do you set the default queue for new tickets when users

click

the “New ticket in” button at the top of the screen?

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Drew_Barnes · April 14, 2008, 5:36pm

What is the numerical id of that queue?

Tim Gustafson wrote:

Jason_A_Smith · April 14, 2008, 6:04pm

Hi Tim,

I don’t know what version of RT you have there, but we are still using
an older 3.4.5 version here. In this version, the code you want to look
for is in:

/var/rt/html/Elements/SelectNewTicketQueue

Near the end, it sets: $Default => 0

This sets the ‘SELECTED’ attribute in the html tag in the code
above when it loops through the Queues. The Id is an RT internal Id
number, which you can see as Admin when Configuring the Queues.

The correct way to change this is to copy that file to the local RT html
directory, for our installation it would be here:

/usr/local/rt/html/Elements/SelectNewTicketQueue

make the changes you want and restart apache.

~JasonOn Mon, 2008-04-14 at 10:28 -0700, Tim Gustafson wrote:

Drew,

The queue that’s selected by default right now is “Techstaff”. There are 6
other queues ahead of that queue, including “BELS” and “Faculty Services”.
The list is selecting “Techstaff”, the 6th entry, by default. I’ve already
done some research into the code that makes this selection, and the
“Default” queue is indeed being pulled from the user’s session, but I can’t
seem to find where that default is being set.

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

-----Original Message-----
From: Drew Barnes [mailto:barnesaw@ucrwcu.rwc.uc.edu]
Sent: Monday, April 14, 2008 10:24 AM
To: Tim Gustafson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

On our system, our lowercase queues appear first, then capitalized. I just named queues accordingly. Tim Gustafson wrote:
Yes, there is a drop-down. I’m asking how to change the default selected
item in that drop-down.

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Monday, April 14, 2008 9:42 AM
To: Tim Gustafson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Tim,
There should be a drop-down that displays the Queue's available to
the
current user. It is usually in alphabetical order. There may be a way to
change that, but I don’t know of it.

Kenn
LBNL

On 4/11/2008 4:37 PM, Tim Gustafson wrote:

Hello everyone!

Please forgive the potentially silly question, but I’ve Google this and
haven’t been able to come up with anything.

Where the heck do you set the default queue for new tickets when users

click

the “New ticket in” button at the top of the screen?

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

/------------------------------------------------------------------
| Jason A. Smith Email: smithj4@bnl.gov |
| Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 |
| Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 |
| Upton, NY 11973-5000, U.S.A. |
------------------------------------------------------------------/

Tim_Gustafson · April 14, 2008, 7:01pm

11

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354From: Drew Barnes [mailto:barnesaw@ucrwcu.rwc.uc.edu]
Sent: Monday, April 14, 2008 10:37 AM
To: Tim Gustafson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

What is the numerical id of that queue?

Tim Gustafson wrote:

Drew,

The queue that’s selected by default right now is “Techstaff”. There are
6
other queues ahead of that queue, including “BELS” and “Faculty Services”.
The list is selecting “Techstaff”, the 6th entry, by default. I’ve
already
done some research into the code that makes this selection, and the
“Default” queue is indeed being pulled from the user’s session, but I
can’t
seem to find where that default is being set.

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

-----Original Message-----
From: Drew Barnes [mailto:barnesaw@ucrwcu.rwc.uc.edu]
Sent: Monday, April 14, 2008 10:24 AM
To: Tim Gustafson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Yes, there is a drop-down. I’m asking how to change the default selected
item in that drop-down.

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Monday, April 14, 2008 9:42 AM
To: Tim Gustafson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Tim,

There should be a drop-down that displays the Queue’s available to
the
current user. It is usually in alphabetical order. There may be a way to
change that, but I don’t know of it.

Kenn
LBNL

Hello everyone!

Please forgive the potentially silly question, but I’ve Google this and
haven’t been able to come up with anything.

Where the heck do you set the default queue for new tickets when users

click

the “New ticket in” button at the top of the screen?

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Tim_Gustafson · April 14, 2008, 7:05pm

Ahh, that’s exactly what I’m looking for. Thanks!

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354From: Jason A. Smith [mailto:smithj4@bnl.gov]
Sent: Monday, April 14, 2008 11:05 AM
To: Tim Gustafson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Hi Tim,

I don’t know what version of RT you have there, but we are still using
an older 3.4.5 version here. In this version, the code you want to look
for is in:

/var/rt/html/Elements/SelectNewTicketQueue

Near the end, it sets: $Default => 0

This sets the ‘SELECTED’ attribute in the html tag in the code
above when it loops through the Queues. The Id is an RT internal Id
number, which you can see as Admin when Configuring the Queues.

The correct way to change this is to copy that file to the local RT html
directory, for our installation it would be here:

/usr/local/rt/html/Elements/SelectNewTicketQueue

make the changes you want and restart apache.

~Jason

Drew,

The queue that’s selected by default right now is “Techstaff”. There are
6
other queues ahead of that queue, including “BELS” and “Faculty Services”.
The list is selecting “Techstaff”, the 6th entry, by default. I’ve
already
done some research into the code that makes this selection, and the
“Default” queue is indeed being pulled from the user’s session, but I
can’t
seem to find where that default is being set.

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

-----Original Message-----
From: Drew Barnes [mailto:barnesaw@ucrwcu.rwc.uc.edu]
Sent: Monday, April 14, 2008 10:24 AM
To: Tim Gustafson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Yes, there is a drop-down. I’m asking how to change the default
selected
item in that drop-down.

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Monday, April 14, 2008 9:42 AM
To: Tim Gustafson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Tim,
There should be a drop-down that displays the Queue's available to
the
current user. It is usually in alphabetical order. There may be a way to

change that, but I don’t know of it.

Kenn
LBNL

Hello everyone!

Please forgive the potentially silly question, but I’ve Google this and
haven’t been able to come up with anything.

Where the heck do you set the default queue for new tickets when users

click

the “New ticket in” button at the top of the screen?

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

/------------------------------------------------------------------
| Jason A. Smith Email: smithj4@bnl.gov |
| Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 |
| Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 |
| Upton, NY 11973-5000, U.S.A. |
------------------------------------------------------------------/

Aaron_Sallade · April 14, 2008, 7:39pm

In 3.6.6 it is at
/html/Elements/SelectQueue

I just tried it and it works great.

Aaron Sallade’
Application Manager
PTSO of Washington
“Shared Technology for Community Health”
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade@ptsowa.orgFrom: Tim Gustafson [mailto:tjg@soe.ucsc.edu]
Sent: Monday, April 14, 2008 12:05 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Ahh, that’s exactly what I’m looking for. Thanks!

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

From: Jason A. Smith [mailto:smithj4@bnl.gov]
Sent: Monday, April 14, 2008 11:05 AM
To: Tim Gustafson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Hi Tim,

I don’t know what version of RT you have there, but we are still using
an older 3.4.5 version here. In this version, the code you want to look
for is in:

/var/rt/html/Elements/SelectNewTicketQueue

Near the end, it sets: $Default => 0

This sets the ‘SELECTED’ attribute in the html tag in the code
above when it loops through the Queues. The Id is an RT internal Id
number, which you can see as Admin when Configuring the Queues.

The correct way to change this is to copy that file to the local RT html
directory, for our installation it would be here:

/usr/local/rt/html/Elements/SelectNewTicketQueue

make the changes you want and restart apache.

~Jason

Drew,

The queue that’s selected by default right now is “Techstaff”. There
are
6
other queues ahead of that queue, including “BELS” and “Faculty
Services”.
The list is selecting “Techstaff”, the 6th entry, by default. I’ve
already
done some research into the code that makes this selection, and the
“Default” queue is indeed being pulled from the user’s session, but I
can’t
seem to find where that default is being set.

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

-----Original Message-----
From: Drew Barnes [mailto:barnesaw@ucrwcu.rwc.uc.edu]
Sent: Monday, April 14, 2008 10:24 AM
To: Tim Gustafson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Yes, there is a drop-down. I’m asking how to change the default
selected
item in that drop-down.

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Monday, April 14, 2008 9:42 AM
To: Tim Gustafson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

Tim,
There should be a drop-down that displays the Queue's available

to

the
current user. It is usually in alphabetical order. There may be a
way to

change that, but I don’t know of it.

Kenn
LBNL

Hello everyone!

Please forgive the potentially silly question, but I’ve Google this
and
haven’t been able to come up with anything.

Where the heck do you set the default queue for new tickets when
users

click

the “New ticket in” button at the top of the screen?

Tim Gustafson
SOE Webmaster
UC Santa Cruz
tjg@soe.ucsc.edu
(831) 459-5354

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly
Media.
Buy a copy at http://rtbook.bestpractical.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.

Buy a copy at http://rtbook.bestpractical.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

/------------------------------------------------------------------
| Jason A. Smith Email: smithj4@bnl.gov |
| Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 |
| Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 |
| Upton, NY 11973-5000, U.S.A. |
------------------------------------------------------------------/

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Stephen_Turner · April 14, 2008, 7:48pm

At Monday 4/14/2008 03:39 PM, Aaron Sallade wrote:

In 3.6.6 it is at
/html/Elements/SelectQueue

I just tried it and it works great.

Be careful - SelectQueue is also used in a few places other than the
‘new ticket’ drop down. If you only want to change the default in the
‘new ticket’ drop down you should probably be looking at
Elements/SelectNewTicketQueue .

Steve

Aaron_Sallade · April 14, 2008, 7:58pm

I did not see the spot for default there. Am I missing it?

Aaron Sallade’
Application Manager
PTSO of Washington
“Shared Technology for Community Health”
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade@ptsowa.orgFrom: Stephen Turner [mailto:sturner@MIT.EDU]
Sent: Monday, April 14, 2008 12:49 PM
To: Aaron Sallade; Tim Gustafson; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???

At Monday 4/14/2008 03:39 PM, Aaron Sallade wrote:

In 3.6.6 it is at
/html/Elements/SelectQueue

I just tried it and it works great.

Be careful - SelectQueue is also used in a few places other than the
‘new ticket’ drop down. If you only want to change the default in the
‘new ticket’ drop down you should probably be looking at
Elements/SelectNewTicketQueue .

Steve

Stephen_Turner · April 14, 2008, 8:09pm

At Monday 4/14/2008 03:58 PM, Aaron Sallade wrote:

I did not see the spot for default there. Am I missing it?

I think if you do this (in SelectNewTicketQueue), it should work:

<& /Elements/SelectQueue, Name => ‘Queue’, %ARGS, ShowNullOption
=> 0, ShowAllQueues => 0, Default => nnn &>

where nnn is your desired default

Steve

Aaron_Sallade · April 14, 2008, 11:39pm

Perfect!

Thanks,

Aaron Sallade’
Application Manager
PTSO of Washington
“Shared Technology for Community Health”
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade@ptsowa.orgFrom: Stephen Turner [mailto:sturner@MIT.EDU]
Sent: Monday, April 14, 2008 1:09 PM
To: Aaron Sallade; Tim Gustafson; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Default Queue???

At Monday 4/14/2008 03:58 PM, Aaron Sallade wrote:

I did not see the spot for default there. Am I missing it?

I think if you do this (in SelectNewTicketQueue), it should work:

<& /Elements/SelectQueue, Name => ‘Queue’, %ARGS, ShowNullOption
=> 0, ShowAllQueues => 0, Default => nnn &>

where nnn is your desired default

Steve