We are planning to use RequestTracker (version 4.4) in production starting in September. There are a few changes in the way that the information is displayed by default that I would like to make … but I have not been able to figure out how. I have reduced the cases I am interested in to 2, using a common scenario for simplicity.
Scenario: A “Cleaning” queue has been created with “building” as a drop-down custom field.
Students, Staff and Faculty can create a ticket asking for some cleaning task to be done in a given building.
Question 1: Is it possible to prevent requestors from selecting the “Owner” of the task so that it remains assigned to Nobody in particular - until it is claimed by an appropriate member of the staff.
Question 2: From RT at a glance, if I click on the “Cleaning” queue, it lists the tickets with 6 columns:
- Queue Told
- Owner/Last Updated
- Priority / Time Left
Is there a way to modify this default display and add another column, “building” from the custom field?