Quick search on the RT at a glance

RTIR
1

Hello all,
I can’t seem to get the Quick search on the RT at a glance working.
I have tickets open and they show up in ‘Quick search’. All queues are
enabled on the quick search too.
And in “10 newest unowned tickets” it shows up.
This happens for all users.
Any idea? Thanks.

Cheers,
Colin

2

I can’t seem to get the Quick search on the RT at a glance working.
I have tickets open and they show up in ‘Quick search’. All queues are
enabled on the quick search too.
And in “10 newest unowned tickets” it shows up.
This happens for all users.

Hi Colin

I’m a bit confused by your multiple use of Quick Search in your
problem description. Can you be more specific about what is failing?
A screenshot may help.

-kevin

3

Hi Colin

I’m a bit confused by your multiple use of Quick Search in your
problem description. Can you be more specific about what is failing?
A screenshot may help.

Sorry for the delay.
Here’s a screenshot[1] (personal identifiable information has been
stripped) . You can see an open ticket on the left and on the quick
search there’s nothing even if all queues are enabled in it.

Cheers,
Colin

[1] http://i.imgur.com/VfseC.png

4

On Mon, Feb 13, 2012 at 5:29 PM, Kevin Falcone

I’m a bit confused by your multiple use of Quick Search in your
problem description. �Can you be more specific about what is failing?
A screenshot may help.

Sorry for the delay.
Here’s a screenshot[1] (personal identifiable information has been
stripped) . You can see an open ticket on the left and on the quick
search there’s nothing even if all queues are enabled in it.

Ah, I see.

RTIR excludes its Queues from the Quick Search (always has).
It intends for you to use the RTIR link on the left as your home page
and endeavors to keep that separate from your default homepage where
you might be working different RT queues.

You could certainly remove the callback in question if you need them
on your homepage rather than your RTIR homepage.

I’ve occasionally tweaked RT to redirect / to /RTIR/index.html for
DutyTeam users, but that does prevent you from using the standard
homepage for other Queues.

-kevin

5

Ah, I see.

RTIR excludes its Queues from the Quick Search (always has).

Well this happens on /RTIR/index.html too.
Is there something else I could check for?
Thank you.

Cheers,
Colin

6

Hello Colin,

Remind version of RTIR. In 2.6 RTIR had special portlet that
replicates RT’s Quicksearch and displays it more suitably for RTIR.

In 3.0.0RC1 we use RT’s quick search component as we switched over lifecycles.On Mon, Feb 20, 2012 at 19:31, Colin colintempler@gmail.com wrote:

On Fri, Feb 17, 2012 at 9:38 PM, Kevin Falcone falcone@bestpractical.com

Ah, I see.

RTIR excludes its Queues from the Quick Search (always has).

Well this happens on /RTIR/index.html too.
Is there something else I could check for?
Thank you.

–
Cheers,
Colin

Rtir mailing list
Rtir@lists.bestpractical.com
The rtir Archives

Best regards, Ruslan.

7

Hello Colin,

Remind version of RTIR. In 2.6 RTIR had special portlet that
replicates RT’s Quicksearch and displays it more suitably for RTIR.

I’m implementing this on:
RT-3.8.11
RTFM-2.4.3
RT-IR-2.6.1

Does that mean the ‘quick search’ won’t work with this version?

– :
Cheers,
Colin

8

Hello Colin,

Remind version of RTIR. In 2.6 RTIR had special portlet that
replicates RT’s Quicksearch and displays it more suitably for RTIR.

I’m implementing this on:
RT-3.8.11
RTFM-2.4.3
RT-IR-2.6.1

Does that mean the ‘quick search’ won’t work with this version?

RTIR 2.6 comes with html/RTIR/Elements/QueueSummary that you place on
“RT at Glance” or “RTIR at Glance”. By default it’s should there.

– :
Cheers,
Colin

Rtir mailing list
Rtir@lists.bestpractical.com
The rtir Archives

Best regards, Ruslan.

9

RTIR 2.6 comes with html/RTIR/Elements/QueueSummary that you place on
“RT at Glance” or “RTIR at Glance”. By default it’s should there.

I added the RTIR queues summary but it only shows the default queues
from RTIR, not the ones I created for this specific client.
Can I customize which queues go in summary?

Cheers,
Colin

10

RTIR 2.6 comes with html/RTIR/Elements/QueueSummary that you place on
“RT at Glance” or “RTIR at Glance”. By default it’s should there.

I added the RTIR queues summary but it only shows the default queues
from RTIR, not the ones I created for this specific client.
Can I customize which queues go in summary?

Just add both to your homepage?

Otherwise you’re going to need to modify RTIR.

-kevin

11

RTIR 2.6 comes with html/RTIR/Elements/QueueSummary that you place on
“RT at Glance” or “RTIR at Glance”. By default it’s should there.

I added the RTIR queues summary but it only shows the default queues
from RTIR, not the ones I created for this specific client.
Can I customize which queues go in summary?

Just add both to your homepage?

Hmm…I’ve added the ‘RTIR queues summary’ to ‘RTIR Home’ but I can’t
find anything else related to the other queues.
What do you mean by ‘both’?

Cheers,
Colin

12

RTIR 2.6 comes with html/RTIR/Elements/QueueSummary that you place on
“RT at Glance” or “RTIR at Glance”. By default it’s should there.

I added the RTIR queues summary but it only shows the default queues
from RTIR, not the ones I created for this specific client.
Can I customize which queues go in summary?

Just add both to your homepage?

Hmm…I’ve added the ‘RTIR queues summary’ to ‘RTIR Home’ but I can’t
find anything else related to the other queues.
What do you mean by ‘both’?

I’m referring to Quicksearch, which I assume is what you were adding to
your normal homepage.

You can review HomepageComponents in your config for a list of valid
homepage components in RT and RTIR_HomepageComponents for a list of
valid homepage components in RTIR.

-kevin

13

I’m referring to Quicksearch, which I assume is what you were adding to
your normal homepage.

That’s the initial problem that I’m talking about.
All the queues are enabled on the ‘Customize Quick search’ page
(http://rtir.local/Prefs/Quicksearch.html), yet in
http://rtir.local/RTIR/index.html nothing shows up in ‘Quick search’.
The ticket should just be part of a queue to show up right?

Cheers,
Colin

14

I’m referring to Quicksearch, which I assume is what you were adding to
your normal homepage.

That’s the initial problem that I’m talking about.
All the queues are enabled on the ‘Customize Quick search’ page
(http://rtir.local/Prefs/Quicksearch.html), yet in
http://rtir.local/RTIR/index.html nothing shows up in ‘Quick search’.
The ticket should just be part of a queue to show up right?

Please provide a screenshot of your RTIR homepage.

-kevin

15

I’m referring to Quicksearch, which I assume is what you were adding to
your normal homepage.

That’s the initial problem that I’m talking about.
All the queues are enabled on the ‘Customize Quick search’ page
(http://rtir.local/Prefs/Quicksearch.html), yet in
http://rtir.local/RTIR/index.html nothing shows up in ‘Quick search’.
The ticket should just be part of a queue to show up right?

Please provide a screenshot of your RTIR homepage.

Sorry for the delay.
rtir home: http://i.imgur.com/jJluC.png
quick search: http://i.imgur.com/Iy1KW.png

Cheers,
Colin

16

I’m referring to Quicksearch, which I assume is what you were adding to
your normal homepage.

That’s the initial problem that I’m talking about.
All the queues are enabled on the ‘Customize Quick search’ page
(http://rtir.local/Prefs/Quicksearch.html), yet in
http://rtir.local/RTIR/index.html nothing shows up in ‘Quick search’.
The ticket should just be part of a queue to show up right?

Please provide a screenshot of your RTIR homepage.

Sorry for the delay.
rtir home: http://i.imgur.com/jJluC.png
quick search: http://i.imgur.com/Iy1KW.png

based on your queue names, it looks like you’re running into RTIR’s
exclusion of Constituencies Queues from that listing. Are you using
Constituencies?

-kevin

17

based on your queue names, it looks like you’re running into RTIR’s
exclusion of Constituencies Queues from that listing. Are you using
Constituencies?

Hi there Kevin,
Yes I am. I’ve used the add_constituency script to create various
clients and then
created a CustomField named ‘Constituency ClientX’ for each. I’ve talked about
that in February [1].

Cheers,
Colin

[1] [Rtir] Handling different clients with queues

18

based on your queue names, it looks like you’re running into RTIR’s
exclusion of Constituencies Queues from that listing. Are you using
Constituencies?

Yes I am. I’ve used the add_constituency script to create various
clients and then created a CustomField named ‘Constituency ClientX’
for each. I’ve talked about that in February [1].

It’s probably best to assume that I don’t track everyone’s particular
RT/RTIR install on a public mailing list.

RTIR is configured to exclude Constituencies from Quick Search.

This loops back to what I said in one of the first exchanges on this
thread. If you need those queues to render in the Quick Search, then
you’ll want to modify or remove RTIR’s callback that affects the
results.

-kevin

19

It’s probably best to assume that I don’t track everyone’s particular
RT/RTIR install on a public mailing list.

Understandable :slight_smile:

RTIR is configured to exclude Constituencies from Quick Search.

This loops back to what I said in one of the first exchanges on this
thread. If you need those queues to render in the Quick Search, then
you’ll want to modify or remove RTIR’s callback that affects the
results.

And just to confirm that would also happen in the “RTIR queues summary” ?
If so is there another way of getting my custom queues displayed
without modifying
RTIR ?
Thanks.

Cheers,
Colin