Per User Default Queues

Hello,

I’ve been working on letting users work in the self-service portal for the
first time, and have everything mostly working OK. However, the one issue
I’m having is that I want to be able to set a per-user default queue,
preferably based on where they most recently opened a ticket, but
alternatively as a manual setting on their profile.

I am setting up a number of custom queues for specific customers, and I
don’t want them to be able to even see the names of the other queues in the
system, so presenting them with a list of options isn’t practical.

I found reference to a patch (
http://requesttracker.wikia.com/wiki/SelectDefaultQueue) that will at least
in part accomplish what I want to do, but it’s from RT 3.5.5 and I’m using
RT4. I’m a little concerned about applying such a patch to a modern RT.

Has anyone managed to enable this sort of functionality in RT4?

Thanks,
Erik

Hello,
I’ve been working on letting users work in the self-service portal for the first time, and
have everything mostly working OK. However, the one issue I’m having is that I want to be able
to set a per-user default queue, preferably based on where they most recently opened a ticket,
but alternatively as a manual setting on their profile.

Sounds like you want to turn this on globally.
http://bestpractical.com/rt/docs/latest/RT_Config.html#RememberDefaultQueue

The config option above it may also be of interest.

-kevin

I actually had looked at that config variable, but it seemed to be reliant
upon whatever a user had last selected in the web interface. Given that
these users will initially be created via email gateway and then later
opening tickets in the web portal with no way to select a queue through a
dropdown list, they would never have the opportunity to seed that variable.On Thu, Apr 11, 2013 at 4:50 PM, Kevin Falcone falcone@bestpractical.comwrote:

On Thu, Apr 11, 2013 at 04:46:26PM -0400, Erik McCormick wrote:

Hello,
I’ve been working on letting users work in the self-service portal
for the first time, and
have everything mostly working OK. However, the one issue I’m having
is that I want to be able
to set a per-user default queue, preferably based on where they most
recently opened a ticket,
but alternatively as a manual setting on their profile.

Sounds like you want to turn this on globally.
RT Config - RT 5.0.3 Documentation - Best Practical

The config option above it may also be of interest.

-kevin

I’ve been working on letting users work in the self-service
portal for the first time, and have everything mostly working OK.
However, the one issue I’m having is that I want to be able
to set a per-user default queue, preferably based on where they most recently opened a
ticket, but alternatively as a manual setting on their profile.

Sounds like you want to turn this on globally.
RT Config - RT 5.0.3 Documentation - Best Practical

I actually had looked at that config variable, but it seemed to be reliant upon whatever a
user had last selected in the web interface. Given that these users will initially be created
via email gateway and then later opening tickets in the web portal with no way to select a
queue through a dropdown list, they would never have the opportunity to seed that variable.

I assume by ‘web portal’ you mean the Self Service interface.

If the user shouldn’t see the queue and shouldn’t be able to create
tickets there, why do they have the SeeQueue and CreateTicket rights
granted?

Rather than patching RT, why not just tune your rights?

-kevin