RT Home Display - Modify display to include all tickets?

Is there a way to modify RT to allow showing all tickets that are associated
with a particular queue regardless of the owner? In other words, we have a
groups of staff that work different shifts. When one technician ends his
shift and was working on a particular issue or project, he writes the
appropriate data into the ticket. Whoever the next technician that may come
in should be able to see all tickets that are associated with that queue and
pick up the priority ones that need to continue on. I know they could do a
search but it would be nicer if they were displayed on the main screen.
Maybe just have a “special” user that could see them all and then have a
"ticket center computer" logged in at all times at that user?

Just having the technician assign it to someone else leaves chance for
failure if that particular technician calls in sick or happens to be on
vacation.

Thanks in advance for any input.

Patrick

A while back (Tue, 12 Oct 2004) I posted a hack that adds a ‘Top 10
highest priority tickets owned by others’ to your home page.

It should be in the archives or mail me off-list and I’ll send it to
you.

Cheers!
Rick MeashamOn Wed, 2004-12-08 at 16:19, Patrick W. Thompson wrote:

Is there a way to modify RT to allow showing all tickets that are
associated with a particular queue regardless of the owner? In other
words, we have a groups of staff that work different shifts. When one
technician ends his shift and was working on a particular issue or
project, he writes the appropriate data into the ticket. Whoever the
next technician that may come in should be able to see all tickets
that are associated with that queue and pick up the priority ones that
need to continue on. I know they could do a search but it would be
nicer if they were displayed on the main screen. Maybe just have a
“special” user that could see them all and then have a “ticket center
computer” logged in at all times at that user?

Just having the technician assign it to someone else leaves chance for
failure if that particular technician calls in sick or happens to be
on vacation.

Thanks in advance for any input.

Patrick



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Be sure to check out the RT wiki at http://wiki.bestpractical.com

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Hello,

Here’s the original discussion about selecting template based on user’s
language:

http://lists.bestpractical.com/pipermail/rt-users/2004-May/023084.html

and here’s the solution posted on wiki:

http://wiki.bestpractical.com/index.cgi?action=revisions&page_id=ChooseTempl
ateByUserLang&revision_id=-1

this worked fine as long as tickets were created from RT.
However, now we need to create tickets by mail. We have separate scripts for
sending email for different languages.

So what I did was added a line to email header:

        "X-RT-LANG" => "ja",

so that I could see which language to use. Then in the
RT::Interface::email::CreateUser I use something like this:

   my ($Val, $Message) =
      $NewUser->Create(Name => ($Username || $Address),
                   EmailAddress => $Address,
                   RealName => $Name,
                   Password => undef,
                   Privileged => 0,
                   Comments => 'Autocreated on ticket submission',
                   Lang => $ParsedRTLang
                  );

so the user’s language is setup as passed in the email header, and I
expected that that would be enough to force RT to use template selection
described in part 1.

However, for some reason it doesn’t work. It seems to me that SendMail.pm is
not even being called when a ticket gets created from email. Is that true,
and if so what can I do about this?

Thanks,

Dimitry

Dimitry Faynerman wrote:

Hello,

Here’s the original discussion about selecting template based on user’s
language:

http://lists.bestpractical.com/pipermail/rt-users/2004-May/023084.html

and here’s the solution posted on wiki:

http://wiki.bestpractical.com/index.cgi?action=revisions&page_id=ChooseTempl
ateByUserLang&revision_id=-1

this worked fine as long as tickets were created from RT.
However, now we need to create tickets by mail. We have separate scripts for
sending email for different languages.

So what I did was added a line to email header:

        "X-RT-LANG" => "ja",

so that I could see which language to use. Then in the
RT::Interface::email::CreateUser I use something like this:

   my ($Val, $Message) =
      $NewUser->Create(Name => ($Username || $Address),
                   EmailAddress => $Address,
                   RealName => $Name,
                   Password => undef,
                   Privileged => 0,
                   Comments => 'Autocreated on ticket submission',
                   Lang => $ParsedRTLang
                  );

so the user’s language is setup as passed in the email header, and I
expected that that would be enough to force RT to use template selection
described in part 1.

However, for some reason it doesn’t work. It seems to me that SendMail.pm is
not even being called when a ticket gets created from email. Is that true,
and if so what can I do about this?
Don’t understand why SendMail.pm should be called on create? Do you mean
AutoReply scrip?

Ahh sorry I meant

/local/lib/RT/Action/SendEmail_Local.pm-----Original Message-----
From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov@acronis.com]
Sent: Wednesday, December 08, 2004 1:33 PM
To: Dimitry Faynerman
Cc: 'RT Users’
Subject: Re: [rt-users] choosing template on the fly - part 2

Don’t understand why SendMail.pm should be called on create? Do you mean
AutoReply scrip?