Search Format - Take button

RT Users
1

Hi everyone,

So I’m trying to build a search that I’ll put on a dashboard and on my RT At
a Glance.

I want to have the “Take” button in it just like the “10 newest unowned”
widget that is delivered with RT.

How do I do that in the query builder?

I know I can make the ticket id a link to take it… but I want a seperate
button as my users are used to that “Take” button…

Is it possible?

Thanks!
Mike.

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

2

Hey Mike,

           You need to do it using the Advanced Edit and add the following line,  if its is not the last part you will need to add a comma at the end.  The main problem is that it will not work well with tickets already owned, since you can not take an already taken ticket.

'loc(Take)/TITLE:NBSP’From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Mike Johnson
Sent: Monday, August 29, 2011 11:41 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Search Format - Take button

Hi everyone,

So I’m trying to build a search that I’ll put on a dashboard and on my RT At a Glance.

I want to have the “Take” button in it just like the “10 newest unowned” widget that is delivered with RT.

How do I do that in the query builder?

I know I can make the ticket id a link to take it… but I want a seperate button as my users are used to that “Take” button…

Is it possible?

Thanks!

Mike.

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

PGP.sig (475 Bytes)

3

Mike,

I think you have to do that through the advanced view. If you look at
the default unowned ticket search in advanced view. To do this, click
on Edit, then click on the link next to “Edit the Predefined Search
Itself”, then click on the advanced link. The “Take” feature should be
implemented at the bottom of the format window. From there, you can
see how they define the location of the Take link and how it is
formatted. It looks to use a special location defined specifically for
the Take link: “loc(Take)”

Andrew Wagner
Assistant Network Administrator
aawagner@wisc.edu
265-5710
Room 370B
Wisconsin Center for Education Research (WCER)
www.wcer.wisc.eduOn 8/29/2011 10:40 AM, Mike Johnson wrote:

Hi everyone,
So I’m trying to build a search that I’ll put on a dashboard and on my
RT At a Glance.
I want to have the “Take” button in it just like the “10 newest
unowned” widget that is delivered with RT.
How do I do that in the query builder?
I know I can make the ticket id a link to take it… but I want a
seperate button as my users are used to that “Take” button…
Is it possible?
Thanks!
Mike.

–
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca mailto:mike.johnson@nosm.ca

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA — September 26& 27, 2011
  • San Francisco, CA, USA — October 18& 19, 2011
  • Washington DC, USA — October 31& November 1, 2011
  • Melbourne VIC, Australia — November 28& 29, 2011
  • Barcelona, Spain — November 28& 29, 2011

smime.p7s (7.24 KB)

4

Much appreciated to both of you.

I didn’t think to click on that edit and steal it from there.

The search I was wanting to add it to was indeed a search of Owner = Nobody,
so Take will always work…

But thinking along those lines… could probably add a steal button to
searches that show tickets with owners…

‘loc(Steal)/TITLE:NBSP’

I haven’t tested the above, just took what Christopher wrote and adjusted
it.

Thanks folks!
Mike.On Mon, Aug 29, 2011 at 11:55 AM, Andrew Wagner aawagner@wisc.edu wrote:

Mike,

I think you have to do that through the advanced view. If you look at the
default unowned ticket search in advanced view. To do this, click on Edit,
then click on the link next to “Edit the Predefined Search Itself”, then
click on the advanced link. The “Take” feature should be implemented at
the bottom of the format window. From there, you can see how they define
the location of the Take link and how it is formatted. It looks to use a
special location defined specifically for the Take link: “loc(Take)”

Andrew Wagner
Assistant Network Administratoraawagner@wisc.edu
265-5710
Room 370B
Wisconsin Center for Education Research (WCER)www.wcer.wisc.edu

On 8/29/2011 10:40 AM, Mike Johnson wrote:

Hi everyone,

So I’m trying to build a search that I’ll put on a dashboard and on my RT
At a Glance.

I want to have the “Take” button in it just like the “10 newest unowned”
widget that is delivered with RT.

How do I do that in the query builder?

I know I can make the ticket id a link to take it… but I want a seperate
button as my users are used to that “Take” button…

Is it possible?

Thanks!
Mike.

–
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA — September 26 & 27, 2011
  • San Francisco, CA, USA — October 18 & 19, 2011
  • Washington DC, USA — October 31 & November 1, 2011
  • Melbourne VIC, Australia — November 28 & 29, 2011
  • Barcelona, Spain — November 28 & 29, 2011

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA — September 26 & 27, 2011
  • San Francisco, CA, USA — October 18 & 19, 2011
  • Washington DC, USA — October 31 & November 1, 2011
  • Melbourne VIC, Australia — November 28 & 29, 2011
  • Barcelona, Spain — November 28 & 29, 2011

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca