Searching custom field from homepage

Hello,

I’m currently testing RT for use as our ticketing system. We’re providing
support for various ISPs (each ISP is a queue) and one of the custom fields
for our queues is ‘Username’. I would like to provide the ability to search
for a Username in a given queue on the home page, to get a list of past
tickets for the customer. This would give us a history of the
customers issues and would also allow us to reopen a resolved ticket for the
customer. I see that I could create a component locally, similar to the
Quick search or Quick create and add it to my local copy of index.html, but
I’m having a hard time finding documentation to help me out (on the web and
in RT Essentials), being that it is a custom field.

Has anyone done something like this before? I’d rather not have our staff
build a query everytime the need history for a customer.

Thanks!
Jason

Jason,

   My company  needed the same thing but not from the home page. 

Creating a custom field is easy enough and you can apply that custom
firld to any queue, therefore allowing a query to be created with the
custom field, but again, that is within the query page, not from the
home page. We use RT 3.4.4. What’s wrong with one extra click and going
to the query page?

Kenn

Jason Edwards wrote:

Kenn,

Thanks for the reply. I’m ok with searching the way you stated below,
however my bosses aren’t. They would like it to be as user friendly and
intuitive as possible. And I admit, that for some the interface may seem a
little cluttered and non intuitive at times (especially the query page).
They think our support staff will kinda freak out when they see the query
builder and not know how to use it. So I’ve been tasked with creating a more
friendly interface for RT.

Basically what they want is an element on the homepage (like the Quick
create element) that allows them to search for the Username in a queue. I
was hoping someone had created something like this before to save me some
time (I’ve got a ton on my plate now :slight_smile: )

I would love to use RT as it is, but my bosses believe the UI is overly
complicated…
-JasonOn 12/14/05, Ken Crocker KFCrocker@lbl.gov wrote:

Jason,

   My company  needed the same thing but not from the home page.

Creating a custom field is easy enough and you can apply that custom firld
to any queue, therefore allowing a query to be created with the custom
field, but again, that is within the query page, not from the home page. We
use RT 3.4.4. What’s wrong with one extra click and going to the query
page?

Kenn

Jason Edwards wrote:

Hello,

I’m currently testing RT for use as our ticketing system. We’re providing
support for various ISPs (each ISP is a queue) and one of the custom fields
for our queues is ‘Username’. I would like to provide the ability to search
for a Username in a given queue on the home page, to get a list of past
tickets for the customer. This would give us a history of the
customers issues and would also allow us to reopen a resolved ticket for the
customer. I see that I could create a component locally, similar to the
Quick search or Quick create and add it to my local copy of index.html,
but I’m having a hard time finding documentation to help me out (on the web
and in RT Essentials), being that it is a custom field.

Has anyone done something like this before? I’d rather not have our staff
build a query everytime the need history for a customer.

Thanks!
Jason


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Kenn,

Thanks for the reply. I’m ok with searching the way you stated below,
however my bosses aren’t. They would like it to be as user friendly and
intuitive as possible. And I admit, that for some the interface may seem a
little cluttered and non intuitive at times (especially the query page).
They think our support staff will kinda freak out when they see the query
builder and not know how to use it. So I’ve been tasked with creating a more
friendly interface for RT.

Basically what they want is an element on the homepage (like the Quick
create element) that allows them to search for the Username in a queue. I
was hoping someone had created something like this before to save me some
time (I’ve got a ton on my plate now :slight_smile: )

I would love to use RT as it is, but my bosses believe the UI is overly
complicated…

I think Jesse would agree with you. Be a hero; get your company to
support RT by contracting with Best Practical to create a simpler
search interface!

Below is the quick solution I wrote this afternoon:

  1. Created a file named UsernameSearch in local/html/Elements containing:

<& /Elements/TitleBoxStart, title => loc(‘Search username’) &>

<&|/l&>Username:
<&|/l&>Queue:
<& /Elements/SelectQueue, Name => 'Queue', ShowNullOption => 0 &>
<& /Elements/TitleBoxEnd &>
  1. Added this to local/html/index.html:

<& /Elements/UsernameSearch &>

AND:

if ($ARGS{‘SearchUsername’} ) {
my $query = “Queue = ‘$ARGS{‘Queue’}’ AND CF.Username LIKE
’$ARGS{‘username’}’”;
#print $query;

$m->comp("/Search/Results.html", Query => $query);
return();

}

Quick and dirty but it works…

-JasonOn 12/14/05, Todd Chapman todd@chaka.net wrote:

On Wed, Dec 14, 2005 at 02:36:46PM -0500, Jason Edwards wrote:

Kenn,

Thanks for the reply. I’m ok with searching the way you stated below,
however my bosses aren’t. They would like it to be as user friendly and
intuitive as possible. And I admit, that for some the interface may seem a
little cluttered and non intuitive at times (especially the query page).
They think our support staff will kinda freak out when they see the query
builder and not know how to use it. So I’ve been tasked with creating a more
friendly interface for RT.

Basically what they want is an element on the homepage (like the Quick
create element) that allows them to search for the Username in a queue. I
was hoping someone had created something like this before to save me some
time (I’ve got a ton on my plate now :slight_smile: )

I would love to use RT as it is, but my bosses believe the UI is overly
complicated…

I think Jesse would agree with you. Be a hero; get your company to
support RT by contracting with Best Practical to create a simpler
search interface!

-Jason