Thanks Greg for the tip. That does work And I completely understand where you’re coming from. On our end when we’re searching for a ticket, 99% of the time its to look for something that’s already been done/resolved (end users calling for status, etc).
Thanks
HelmuthFrom: Greg Evans [mailto:gevans@hcc.net]
Sent: Thu 9/4/2008 6:42 PM
To: Helmuth Ramirez; ‘Jesse Vincent’
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Quick Search in 3.8.1 doesn’t include Resolved Status
They can still search resolved by using a format like ‘
resolved’ I have the same issue, in which we need to search resolved tickets
as it makes it much easier to find someone since most of the people that
call us don’t have a clue what their email is (hard to believe I know) or
have 10 different emails that they give us
Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Helmuth
Ramirez
Sent: Thursday, September 04, 2008 3:03 PM
To: Jesse Vincent
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Quick Search in 3.8.1 doesn’t include Resolved
Status
I’d love to say I’d write the patch, but sadly Perl (or any coding for
that matter) is not my strong point. Not from a lack of trying though,
I went out and bought a Perl book just to help me understand RT better
Unfortunately I haven’t used it yet
Oh well, I’ll tell them they’ll have to use the standard Tickets section
for their searches going forward.
Thanks Jesse for the quick response.
Helmuth
From: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Thursday, September 04, 2008 5:58 PM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Quick Search in 3.8.1 doesn’t include Resolved
Status
Hi everyone,
A couple of my users noticed our newly upgraded version of RT (3.8.1)
handles the quick searches differently from past versions (3.6.3).
When
they perform a Quick Search, it does not search on Resolved tickets
anymore. The quick search was how we were able to quickly pull up
historical resolved tickets. Is this something I can turn on globally
somewhere?
I’d take a patch to make it configurable, but generally, we’ve found
that more often than not, users want to search current tickets quickly.
Limiting it to only open tickets makes the actual search much faster and
less cluttered.
Cheers!
Helmuth Ramirez
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