Rainer Duffner wrote:
Hi,
is there a way to watch for updates to tickets by customers (or other
support staff).
I’d like to have a view that gives me previews/lists of updates that
haven’t been “seen” (“acknowledged”) by myself or anybody else.
Hi Rainer!
I had posted this back in January. Maybe it’s something that will help?
I don’t know if this is what you’re looking for, but I implemented this
on my system in order to see on the “home page” who was the last
responder on tickets I currently own.
I’m using the Debian packages for RT, so my paths may be different than
yours. Replace /usr/share/rt and /usr/local/share/rt with the paths
appropriate to your system. In /usr/local/share/rt/html/ (or wherever
your local html directory is) make sure you have a directory called
Elements. In Elements, copy the file
/usr/share/rt/html/Elements/MyTickets to /usr/local/share/rt/html/MyUpdates.
Then modify the file MyUpdates to the Following:
Start PERL CODE
%# }}} END BPS TAGGED BLOCK
<&|/Elements/TitleBox,
title => loc(“[_1] most recently updated tickets I own”, $rows),
title_href => “Search/Results.html”.$QueryString &>
<& /Elements/TicketList,
Format => “‘<a
href="$RT::WebPath/Ticket/Display.html?id=id">id/TITLE:#’,
‘<a
href="$RT::WebPath/Ticket/Display.html?id=id">Subject/TITLE:Subject’,
QueueName, ExtendedStatus, LastUpdated, LastUpdatedBy”,
Query => $Query,
OrderBy => ‘LastUpdated’,
Order => ‘DESC’,
ShowNavigation => 0,
Rows => $rows
&>
</&>
<%init>
my $rows = $RT::MyRequestsLength;
my $Query = " Owner = ‘“.$session{‘CurrentUser’}->Id.”’ AND ( Status =
‘new’ OR Status = ‘open’)";
my $QueryString = ‘?’ . $m->comp(‘/Elements/QueryString’,
Query => $Query,
Order => ‘DESC’,
OrderBy => ‘Priority’) if ($Query);
</%init>
End perl Code for MyUpdates
Next, you’ll need to copy /usr/share/rt/html/index.html to
/usr/local/share/rt/html/index.html and modify it as follows.
Scroll down the file 'till you find the following. Add the <&
/Elements/MyUpdates &> wherever it makes sense for your organization. I
put it after the MyTickets part, but before the MyRequests (unowned
tickets).
<& /Elements/MyTickets &>
<& /Elements/MyUpdates &>
<& /Elements/MyRequests &>
<& /Elements/QuickCreate &>
Hope that helps!
/Mike