RT at a Glance

RT Users
1

All,

I only have 4 help desk employee’s and I’m interested in display all of
their owned tickets in the “RT at a glance” screen. If not there, then
perhaps another screen that will show us these in a list.

Daniel Jimenez
MemberSource Credit Union
Information Systems Analyst
713-244-1122 voice
713-572-8940 fax
djimenez@membersourcecu.org

2

Daniel Jimenez wrote:

I only have 4 help desk employee’s and I’m interested in display all of
their owned tickets in the “RT at a glance” screen. If not there, then
perhaps another screen that will show us these in a list.

How about using the query builder to search for all tickets owned by
their usernames? Once you have the search you want, save it as a “Saved
Search” so you can easily access it again.

Cheers,
Tom

3

Daniel Jimenez wrote:

All,

I only have 4 help desk employee’s and I’m interested in display all of
their owned tickets in the “RT at a glance” screen. If not there, then
perhaps another screen that will show us these in a list.

You can do this pretty easily by using the overlay system.

I copied index.html into the local tree and added a number of new
Elements scripts so the Home page is customized.

I had to modify two files, really… index.html to call the new Element
I created, and an Element called AllNewOpenTickets.

*Actually I have others in there, but AllNewOpenTickets sounds like what
you’re trying to do.

Read up on how to use the overlay system and figure out your local
directory structure for your distro.

On the Debian RT 3.4 release, it’s in
/usr/local/share/request-tracker3/html and works perfectly.

Anything placed in there overrides the standard ones in
/usr/share/request-tracker3/html.

[BEWARE OF E-MAIL LINE WRAPS BELOW…]

Here’s the part of the index.html I changed for reference. You can
compare this to the stock one.

<& /Elements/Header, Title=>loc(“RT at a glance”), Refresh =>
$session{‘home_refresh_interval’} &>
<& /Elements/Tabs,
current_toptab => ‘’,
Title=>loc(“RT at a glance”) &>
<& /Elements/ListActions, actions => @results &>

<& /Elements/MyTicketSmall &>
<& /Elements/AllNewOpenTickets &>
<& /Elements/AllStalledTickets &>
<& /Elements/Quicksearch &>
<& /Elements/QuickCreate &>
<& /Elements/OldestUnowned &>

As you can see I added AllNewOpenTickets, AllStalledTickets, and
OldestUnowned Elements.

For one of those as an example, AllNewOpenTickets looks like this, and
is in the Elements sub-dir of the overlay directory:

<&|/Elements/TitleBox,
title => loc(‘[_1] oldest new or open tickets’, $rows),
title_href => “Search/Results.html”.$QueryString &>
<& /Elements/TicketList,
Format => “‘<a
href="$RT::WebPath/Ticket/Display.html?id=id">_id
_/TITLE:#’, ‘<a
href="$RT::WebPath/Ticket/Display.html?id=id">Subjec
t/TITLE:Subject’, Requestors, ExtendedStatus, LastUpdated”,

     Query => $Query,
     OrderBy => 'LastUpdated',
     Order => 'ASC',
     Rows => $rows,
     ShowNavigation => 0
     &>

</&>
<%init>
my $rows = $RT::MyTicketsLength;

my $Query = " ( Status = ‘new’ OR Status = ‘open’ )";

my $QueryString = ‘?’ . $m->comp(‘/Elements/QueryString’,
Query => $Query,
Order => ‘ASC’,
OrderBy => ‘LastUpdated’) if ($Query);

</%init>

Note the only changes above are the title of the titlebox itself, and
the fields requested and in the title.

Not too hard to customize the “Home” page, I found.

Nate

4

I would like to remove the “QuickCreate” option from the “Available” list
box in /Prefs/MyRT.html in RT 3.6.1. I don’t want any user to have the
ability to use the QuickCreate function. Is there a way to edit that list
(in the database, or some file)?

Any help is appreciated.

Thanks,
Jared

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5

Hi Jared,

the available fields are defined inside the RT_SiteConfig.pm, there you can
add or remove fields.

Torsten2006/9/28, Jared Hanks jmhanks1373@hotmail.com:

I would like to remove the “QuickCreate” option from the “Available” list
box in /Prefs/MyRT.html in RT 3.6.1. I don’t want any user to have the
ability to use the QuickCreate function. Is there a way to edit that list
(in the database, or some file)?

Any help is appreciated.

Thanks,
Jared

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Torsten Brumm

http://www.torsten-brumm.de

6

Thanks Torsten. I took the following from RT_Config.pm :

Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues
MySupportQueues MyReminders RefreshHomepage)]);

And removed the QuickCreate from the list and put it in RT_SiteConfig.pm and
everything is working.

From: “Torsten Brumm” torsten.brumm@googlemail.com
To: “Jared Hanks” jmhanks1373@hotmail.com
CC: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT at a Glance 3.6.1, customizing the “Available”
list
Date: Fri, 29 Sep 2006 09:09:36 +0200

Hi Jared,

the available fields are defined inside the RT_SiteConfig.pm, there you can
add or remove fields.

Torsten

I would like to remove the “QuickCreate” option from the “Available” list
box in /Prefs/MyRT.html in RT 3.6.1. I don’t want any user to have the
ability to use the QuickCreate function. Is there a way to edit that list
(in the database, or some file)?

Any help is appreciated.

Thanks,
Jared

Try the new Live Search today!

http://imagine-windowslive.com/minisites/searchlaunch/?locale=en-us&FORM=WLMTAG

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

–
MFG

Torsten Brumm

http://www.torsten-brumm.de

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7

Hello,

I recently upgraded from 3.0.12 to 3.6.4 and am trying to customize the
"RT at a Glance" section. Everytime I customize the preferences and hit
save it doesn’t save. Was wondering if there’s is anything special that
I have to do to get this to work.

Thanks,
Bill