Default queue

How do I change the default queue when first logging into the system? Right
now when logging in people see all open tickets in “Any” queue, which
scrolls by like 500 tickets. I’d like to have it open up into an incoming
queue which only has like 10 or 20, then allow them to open up whatever
queue they like from there. Any ideas?

-todd

How do I change the default queue when first logging into the system? Right
now when logging in people see all open tickets in “Any” queue, which
scrolls by like 500 tickets. I’d like to have it open up into an incoming
queue which only has like 10 or 20, then allow them to open up whatever
queue they like from there. Any ideas?

-todd


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Err, without looking, in rt/lib/rt/ui/web/manipulate.pm set the variable
queue_id to the queue name, as it appears in the database. However, you may
screw some people up if you select a queue that they don’t have access to. Poke
around a bit more, there should be a function (possibly in forms.pm called
q_queue or something), that generates the list of queues that a particular user
is allowed see. I think it uses Or, I believe there’s a patch around that will
issue cookies so that people’s preferences are kept. Anyone?

Finally do all your users have to have access to all of the queues? Maybe it’s
just me, but 500 open tickets seems like a hell of a lot. Perhaps your queues
aren’t loaded as well as they could be…

-Feargal.

Feargal Reilly,
Systems Administrator,
The Communications Interactive Agency.
Phone: +353-86-8157621

I’m an engineer for an ISP, we get 1000’s of requests a day, with 7
different queues it’s easy to accumulate 500 tickets at any given time,
especially among the sales folk who generate 100’s of leads every day.

I setup an incoming queue, which doesn’t actually receive any mail, so it’s
going to always be empty. Then I’ll set it as the default queue. These
queues are open to all since we are a small company and sales people need to
be able to generate support requests etc… No security problems involved
in this. Thanks for the tip!

-todd

Err, without looking, in rt/lib/rt/ui/web/manipulate.pm set the variable
queue_id to the queue name, as it appears in the database. However, you may
screw some people up if you select a queue that they don’t have access to.
Poke
around a bit more, there should be a function (possibly in forms.pm called
q_queue or something), that generates the list of queues that a particular
user
is allowed see. I think it uses Or, I believe there’s a patch around that
will
issue cookies so that people’s preferences are kept. Anyone?

Finally do all your users have to have access to all of the queues? Maybe
it’s
just me, but 500 open tickets seems like a hell of a lot. Perhaps your
queues
aren’t loaded as well as they could be…

-Feargal.

Feargal Reilly,
Systems Administrator,
The Communications Interactive Agency.
Phone: +353-86-8157621

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

How do I change the default queue when first logging into the system? Right
now when logging in people see all open tickets in “Any” queue, which
scrolls by like 500 tickets. I’d like to have it open up into an incoming
queue which only has like 10 or 20, then allow them to open up whatever
queue they like from there. Any ideas?

Open a queue and bookmark it, or make a web page with the queues. It’s a
low tech solution, but it works excellent :slight_smile:

Tobias Brox
aka TobiX
+47 22 925 871

The only problem with that is every time you click ‘Reload Queue’ from the sub
menues, you then have to hit yourself and then click the bookmark. It does
happen to be my personal solution mind… :)On Mon, 08 May 2000, Tobias Brox wrote:

How do I change the default queue when first logging into the system? Right
now when logging in people see all open tickets in “Any” queue, which
scrolls by like 500 tickets. I’d like to have it open up into an incoming
queue which only has like 10 or 20, then allow them to open up whatever
queue they like from there. Any ideas?

Open a queue and bookmark it, or make a web page with the queues. It’s a
low tech solution, but it works excellent :slight_smile:


Tobias Brox
aka TobiX
+47 22 925 871


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users
-Feargal.

Feargal Reilly,
Systems Administrator,
The Communications Interactive Agency.
Phone: +353-86-8157621

The only problem with that is every time you click ‘Reload Queue’ from the sub
menues, you then have to hit yourself and then click the bookmark. It does
happen to be my personal solution mind… :slight_smile:

Do you mean “log in” when you say “hit yourself”?

There was a patch for this long time ago at the list. Try to check out
lib/rt/ui/web/auth.pm from the cvs with the tag “FunRT” and compare to
your own auth.pm - probably you will find out of it :slight_smile:

Tobias Brox
aka TobiX
+47 22 925 871

No, I mean physically hit myself… :slight_smile:
That patch you mention, does it do cookies, or what…?On Tue, 09 May 2000, Tobias Brox wrote:

The only problem with that is every time you click ‘Reload Queue’ from the sub
menues, you then have to hit yourself and then click the bookmark. It does
happen to be my personal solution mind… :slight_smile:

Do you mean “log in” when you say “hit yourself”?

There was a patch for this long time ago at the list. Try to check out
lib/rt/ui/web/auth.pm from the cvs with the tag “FunRT” and compare to
your own auth.pm - probably you will find out of it :slight_smile:


Tobias Brox
aka TobiX
+47 22 925 871


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users
-Feargal.

Feargal Reilly,
Systems Administrator,
The Communications Interactive Agency.
Phone: +353-86-8157621

No, I mean physically hit myself… :slight_smile:

Well, er, I’m afraid I didn’t understand it. You use a bookmark to a
queue view, you see the queue, you press “reload”, and you get up some
totally different filters? That just shouldn’t happen, I’d say.

That patch you mention, does it do cookies, or what…?

No, it’s only for preserving form data through a login session.
If you hit a link (or a bookmark) and you’re not logged in, I think you
will loose all data from the link/bookmark in rt1.

I thought this patch was included in rt1, but maybe not - we introduced a
feature freeze looong time ago because we wanted a stable 1.0, quickly
followed by a 1.1 release. Just that 1.1 never came, now we’re working
towards 2.0 instead.

There was a patch for allowing queue selection to be set through cookies,
but I daresay it’s obsolete, as patches usually don’t persist long
in a ever-changing codebase.

I think the 2.0 design is so modular that most “bigger” features will be
trivial to contribute a bit more stable “modules” rather than patches. I
also hope we will get one working development branch which is
feature-rich.

Tobias Brox
aka TobiX
+47 22 925 871

How do you set a queue to default?

Thanks in advance!

Colleen

How do I make the 50 highest priority unowned ticket display only display
tickets for a specific queue?
I have users who can see stuff in the general support and billing queue,
but I only want them to see unowned tickets by default in the billing
queue.

Thanks.

– Kelly Prescott

You want something strange. Rights wouldn’t help you. You can play
with portlets on users’ home page to show them unowned tickets by
default or play with other searches.On Thu, Apr 30, 2009 at 12:52 AM, prescott@wcoil.com wrote:

How do I make the 50 highest priority unowned ticket display only display
tickets for a specific queue?
I have users who can see stuff in the general support and billing queue,
but I only want them to see unowned tickets by default in the billing
queue.

Thanks.

– Kelly Prescott


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