How to modify home-page queries

RT Users
1

All,

My search-fu is weak, it seems.  How do I modify the standard

queries that appear on the home page? The “highest priority tickets I
own” and “newest unowned tickets”, that is.

The reason I ask is that we have created custom status codes, and

any tickets with those status codes do not show up on the “highest
priority” list. I suspect our status codes need to be added to some
query somewhere.

Thanks,

Eric J. Roode
Senior Enterprise Developer
Barrack, Rodos & Bacine
(215) 963-0600

2

All,

   My search-fu is weak, it seems.  How do I modify the standard queries that appear on the

home page? The “highest priority tickets I own” and “newest unowned tickets”, that is.

   The reason I ask is that we have created custom status codes, and any tickets with those

status codes do not show up on the “highest priority” list. I suspect our status codes need
to be added to some query somewhere.

As a SuperUser, click on the Edit box in the upper right corner of the
portlet and then choose to edit the query. You’ll probably just want
to go to the Advanced tab and add your statuses.

Make sure you save the search

-kevin

3

All,

   My search-fu is weak, it seems.  How do I modify the standard

queries that appear on the

home page? The “highest priority tickets I own” and “newest
unowned tickets”, that is.

   The reason I ask is that we have created custom status codes,

and any tickets with those

status codes do not show up on the “highest priority” list. I
suspect our status codes need
to be added to some query somewhere.

As a SuperUser, click on the Edit box in the upper right corner of the
portlet and then choose to edit the query. You’ll probably just want
to go to the Advanced tab and add your statuses.

Make sure you save the search

Can anyone tell me how to do the same with the equivalent view on the
SelfService page?

I can’t seem to find a saved search for that, is there one?

Yours
David

4

All,

   My search-fu is weak, it seems.  How do I modify the standard

queries that appear on the

home page? The “highest priority tickets I own” and “newest
unowned tickets”, that is.

   The reason I ask is that we have created custom status codes,

and any tickets with those

status codes do not show up on the “highest priority” list. I
suspect our status codes need
to be added to some query somewhere.

As a SuperUser, click on the Edit box in the upper right corner of the
portlet and then choose to edit the query. You’ll probably just want
to go to the Advanced tab and add your statuses.

Make sure you save the search

Can anyone tell me how to do the same with the equivalent view on the
SelfService page?

I can’t seem to find a saved search for that, is there one?

The SelfService UI is not implemented as a saved search.
You’ll need to modify share/html/SelfService/Elements/MyRequests,
although the default page should be using your ActiveStatus config
setting since 3.8.2. If you have custom inactive statuses, you’d need
to do a bit of tweaking.

-kevin