Newest unowned tickets not including open

RT Users
1

Hi,

I have RT 3.6.4 installed, and I’m trying to work through the
usability for our office staff.

My problem is with the “10 newest unowned tickets” display on the user
homepage.

The top 10 never shows “open” tickets owned by “Nobody”, however when
I look at the search by clicking on the section title it shows the
query is o

Owner = Nobody AND (Status = ‘new’ OR Status = ‘open’)

If I click through to the unrestricted list it includes the open
tickets.

I can’t find where the homepage display is filtering out the open
tickets or if it is even using the query it claims to be using in the
link through to the full list.

Can anyone tell me where it’s being filtered or how I can set it to
show open tickets?

Thanks,

  • Sam

Sam Tilders
sam@jovianprojects.com.au
(Move to Jupiter)

2

My problem is with the “10 newest unowned tickets” display on the user
homepage.

The top 10 never shows “open” tickets owned by “Nobody”, however when
I look at the search by clicking on the section title it shows the
query is

Nevermind folks… I figured out what was happening.

There’s another queue that the user doesn’t have access to see…
however, when the “10 newest unowned tickets” does it’s query it
includes this other queue… so by the time the top 10 has been
filtered and tickets with no access have been remember, the “10 newest
unowned tickets” only shows a couple of tickets. In some cases it can
even be empty despite the queue having heaps of tickets.

Sam Tilders
sam@jovianprojects.com.au
(Move to Jupiter)

3

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Sam Tilders
Sent: Thursday, August 30, 2007 2:56 AM
To: RT-Users
Subject: Re: [rt-users] newest unowned tickets not including open

My problem is with the “10 newest unowned tickets” display on the user
homepage.

The top 10 never shows “open” tickets owned by “Nobody”, however when
I look at the search by clicking on the section title it shows the
query is

Nevermind folks… I figured out what was happening.

There’s another queue that the user doesn’t have access to see…
however, when the “10 newest unowned tickets” does it’s query it includes this other queue… so by the time the top 10
has been filtered and tickets with no access have been remember, the “10 newest unowned tickets” only shows a couple of
tickets. In some cases it can even be empty despite the queue having heaps of tickets.

–

Sam Tilders
sam@jovianprojects.com.au
(Move to Jupiter)

Did you find a way to work around this? I’m having the same problem but no one answers when I ask about it. :stuck_out_tongue:

Liam MacInnes

4

I use this so that people can the ten newest in each queue they have
rights to.
http://wiki.bestpractical.com/view/TicketsPerQueue

Liam R. MacInnes wrote: