I found answers to my first question. By using saved search, it accomplished what I am looking for.
VivianFrom: Vivian Lee
Sent: Friday, December 03, 2010 2:49 PM
Subject: Question on RT at a glance customization
I am not sure whether this is an issue or by design for RT.
For our current configurations, as a privileged user, I am unable to view the tickets I requested unless I do a search for the tickets. Is there a way to show “Open Tickets” and “Closed Tickets” in addition to “10 highest priority tickets I own”? In additional, is there a way to do a global setting for display columns in the pane? The only way I know is for users to customize themselves through the Edit button. Here are the current configurations of our RT:
Our Global Configuration for RT at a glance
RT at a glance: body
RT at a glance:summary
Menu shown on the upper left hand corner for Non-privileged users
Menu shown on the upper left hand corner for Privileged users
Rights granted for the non-privileged users:
Rights granted for privileged users:
Thank you in advance for your help.