Making '10 newest unowned' less than global

Our IT Dept has been having good success with RT, so much so that some
of our other departments want to be able to get in on the action. While
working the first of these other departments into the fold, I set all
the permissions/access so that neither group sees the other group’s
tickets. However, the ‘10 newest unowned tickets’ does a global count.
If the one group has 4 tickets, the other group only sees the 6 tickets
that belong to their group in the ‘top 10’ list. As one of the groups
tends to get tickets in bunches, it hides all the tickets for the other
group. Other than changing the ‘top 10’ to a ‘top 20 or 30’, I’m not
sure if there’s a way to have that list show the ‘top 10’ that a
particular user is allowed to see rather than a global top 10. I figure
that with RT, there just has to be a way to do this with some sort of
overlay.

Thanks!
Scott Frisbie (Friz) 8^)
scottf@eAcceleration.com

“Traveling through hyperspace ain’t like dusting crops, boy. Without
precise calculations, we’d fly right through a star, or bounce too close
to a supernova, and that would end your trip real quick, wouldn’t it?” —
Han Solo

So far, no responses. Unfortunately, this is kind of a showstopper for
adding different departments into our RT install. It looks to me like
the whole thing hinges on /opt/rt3/share/html/Elements/MyRequests.
The query in there:

my $Query = “Owner = ‘Nobody’ AND ( Status = ‘new’ OR Status = ‘open’)”;

needs to have some sort of conditional added into it along the lines of

AND( somethingGoesInHere ->CurrentUserHasRight(‘SeeQueue’))

Otherwise it just grabs the first 10 results and
/opt/rt3/share/html/Ticket/Display.html decides if you will get to see
any of the tickets.

There may be some way to get the conditional part in there by using a
nested query, but I am not enough of a MySQL whiz to get that to work so
far. I don’t see anything in MyRequests to check the current user,
although it may be part of a larger include, but that would seem to be
crucial to getting the conditional to work.

The other option seems to be to write a new version of MyRequests and
then get it to integrate with the rest of RT.
Scott

Scott McDermott wrote->------

Did you ever get any responses on this?

– Scott McDermott
– Network & Systems Administrator
– King County Library System-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Scott
Frisbie
Sent: Thursday, September 08, 2005 17:34
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Making ‘10 newest unowned’ less than global.

Our IT Dept has been having good success with RT, so much so that some
of our other departments want to be able to get in on the action. While
working the first of these other departments into the fold, I set all
the permissions/access so that neither group sees the other group’s
tickets. However, the ‘10 newest unowned tickets’ does a global count.
If the one group has 4 tickets, the other group only sees the 6 tickets
that belong to their group in the ‘top 10’ list. As one of the groups
tends to get tickets in bunches, it hides all the tickets for the other
group. Other than changing the ‘top 10’ to a ‘top 20 or 30’, I’m not
sure if there’s a way to have that list show the ‘top 10’ that a
particular user is allowed to see rather than a global top 10. I figure
that with RT, there just has to be a way to do this with some sort of
overlay.

Thanks!
Scott Frisbie (Friz) 8^)
scottf@eAcceleration.com

Thanks!
Scott Frisbie (Friz) 8^)
scottf@eAcceleration.com

eAcceleration Corp
1050 NE Hostmark Street 100B
Poulsbo, WA 98370 USA
"Traveling through hyperspace ain’t like dusting crops, boy. Without
precise calculations, we’d fly right through a star, or bounce too close
to a supernova, and that would end your trip real quick, wouldn’t it?" —
Han Solo
IT Dept -360-598-2855 ext 3202
cell - 360-772-3881/h-cell360-286-4530
icq - 245113995

I had, at one point, written something which would make a “10 Newest
Unowned” for each queue that a person had rights to see. If I am able
to dig it up, I will post it to the list.

DB

Scott Frisbie wrote:

So far, no responses. Unfortunately, this is kind of a showstopper for
adding different departments into our RT install. It looks to me like
the whole thing hinges on /opt/rt3/share/html/Elements/MyRequests.
The query in there:

my $Query = “Owner = ‘Nobody’ AND ( Status = ‘new’ OR Status = ‘open’)”;

needs to have some sort of conditional added into it along the lines of

AND( somethingGoesInHere ->CurrentUserHasRight(‘SeeQueue’))

Otherwise it just grabs the first 10 results and
/opt/rt3/share/html/Ticket/Display.html decides if you will get to see
any of the tickets.

There may be some way to get the conditional part in there by using a
nested query, but I am not enough of a MySQL whiz to get that to work so
far. I don’t see anything in MyRequests to check the current user,
although it may be part of a larger include, but that would seem to be
crucial to getting the conditional to work.

The other option seems to be to write a new version of MyRequests and
then get it to integrate with the rest of RT.
Scott

Scott McDermott wrote->------

Did you ever get any responses on this?

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati