Inverting Ticket Priority

RT Developers
1

Forgive me for not having tested the 2.1.x tree, but . . .

My group was wondering if anyone has ever wanted, suggested, or modified
RT 2.0.x to invert the default behavior of RT priorities. The default is
for 99 to be the highest and 1 is the lowest priority.

We migrated from another system where this thinking was reversed and it
has been a tough transition for a number of people who believe the highest
priority should always be 1.

It would be nice to have a global switch in config.pm to invert priority
behavior to play priority 1 items to the top of the list.

Has anyone created or wanted a solution for this?

Thanks,
Marc Davignon
Systems Administrator, Merrill Lynch ITG

2

I knew there was something I was missing.

Yeah, here a P1 is on fire and a P5 might get considered next month. So,
we’d need the same thing.

I think all that you need to do is change WebRT/html/Elements/MyTickets.

$MyTickets->OrderBy(FIELD => ‘Priority’, ORDER => ‘DESC’);
becomes
$MyTickets->OrderBy(FIELD => ‘Priority’, ORDER => ‘ASC’);

We aren’t in production yet, but this seems to take care of the issue.

Is there anywhere else that you know of an embedded idea of ticket priority
order?-----Original Message-----
From: Marc Davignon [mailto:mpdavig@des.jhy.us.ml.com]
Sent: Tuesday, May 21, 2002 2:03 PM
To: rt-devel@lists.fsck.com
Subject: [rt-devel] Inverting Ticket Priority

Forgive me for not having tested the 2.1.x tree, but . . .

My group was wondering if anyone has ever wanted, suggested, or modified
RT 2.0.x to invert the default behavior of RT priorities. The default is
for 99 to be the highest and 1 is the lowest priority.

We migrated from another system where this thinking was reversed and it
has been a tough transition for a number of people who believe the highest
priority should always be 1.

It would be nice to have a global switch in config.pm to invert priority
behavior to play priority 1 items to the top of the list.

Has anyone created or wanted a solution for this?

Thanks,
Marc Davignon
Systems Administrator, Merrill Lynch ITG

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

3

Jesse,

Sorry, for sending this to you personally, but I cannot seem to get this
item to post to the list.

Forgive me for not having tested the 2.1.x tree, but . . .

My group was wondering if anyone has ever wanted, suggested, or modified
RT 2.0.x to invert the default behavior of RT priorities. The default is
for 99 to be the highest and 1 is the lowest priority.

We migrated from another system where this thinking was reversed and it
has been a tough transition for a number of people who believe the highest
priority should always be 1.

It would be nice to have a global switch in config.pm to invert priority
behavior to play priority 1 items to the top of the list.

Has anyone created or wanted a solution for this?

Thanks,
Marc Davignon
Systems Administrator, Merrill Lynch ITG

4

Forgive me for not having tested the 2.1.x tree, but . . .

My group was wondering if anyone has ever wanted, suggested, or modified
RT 2.0.x to invert the default behavior of RT priorities. The default is
for 99 to be the highest and 1 is the lowest priority.

We migrated from another system where this thinking was reversed and it
has been a tough transition for a number of people who believe the highest
priority should always be 1.

It would be nice to have a global switch in config.pm to invert priority
behavior to play priority 1 items to the top of the list.

Has anyone created or wanted a solution for this?

Thanks,
Marc Davignon
Systems Administrator, Merrill Lynch ITG

5

Looks like there are three relevant files in the source:

webrt/Elements/MyRequests # Handles highest priority tickets I requested
webrt/Elements/MyTickets # Handles highest priority tickets I own
webrt/Ticket/Elements/ShowRequestor # Handles More about John Doe

Changing ‘DESC’ to ‘ASC’ appears to do the trick as you mention does the
trick.

Created a patch using diff, patched the source, and reinstalled RT 2.0.13.

I just recently patched our production installation without incident.

Thanks,
Marc Davignon
Systems Administrator, Merrill Lynch ITG

6

We still run 1.0 for production… but…

We simply added a link bar at the top of all pages - manipulate.pm:

Original code:
print “<META HTTP-EQUIV="REFRESH" CONTENT="”.
$rt::ui::web::FORM{‘refresh’}
.“">”;
}
$query = $ENV{‘QUERY_STRING’};
$query =~ s/q_sort=(.?)&//;
$query =~ s/q_reverse=(.?)&//;
$query =~ s/&&//g;
print "
/********************—Inserted code…

Q-Support | Q-All | Resolve: Whatsup | mrtg | rdate |

/********************---Original code below..

That way it’s no real code changes to the queries, etc.

Steve Radich - Colocation / Virtual Dedicated / Dedicated Servers
BitShop, Inc. - http://www.bitshop.com - $149/month colo special-----Original Message-----
From: Marc Davignon [mailto:mpdavig@des.jhy.us.ml.com]
Sent: Friday, May 24, 2002 12:12 AM
To: Swayne, Mark A
Cc: ‘Marc Davignon’; rt-devel@lists.fsck.com
Subject: RE: [rt-devel] Inverting Ticket Priority

Looks like there are three relevant files in the source:

webrt/Elements/MyRequests # Handles highest priority tickets I requested
webrt/Elements/MyTickets # Handles highest priority tickets I own
webrt/Ticket/Elements/ShowRequestor # Handles More about John Doe

Changing ‘DESC’ to ‘ASC’ appears to do the trick as you mention does the
trick.

Created a patch using diff, patched the source, and reinstalled RT 2.0.13.

I just recently patched our production installation without incident.

Thanks,
Marc Davignon
Systems Administrator, Merrill Lynch ITG

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