Selecting tickets from queue

Dear List,

Is there a way to go to a queue, display N tickets, then select manually the
tickets from the queue for processing?

Refining Search isn’t always the answer, because the criteria might be too
varied.

Its one of those things where the human eye knows we want to close these 12
tickets, but that describing what “these” are is not readily possible via the
“Refine search” method.

Most ticketing systems have a highlight box next to the line-item ticket. Its
not a strange idea. Searching is a wonderful way to pick tickets, but sometimes
you just have to eyeball the ones you want and pick them out.

If this is possible could somebody please point me at the solution.

Thanks!

Dear List,

Is there a way to go to a queue, display N tickets, then select manually
the tickets from the queue for processing?
Yep:
Tickets -> Search -> Queue is ‘Xyz’ -> ‘Search’…
-> 'Update all these tickets at once’
Now just de/select the tickets you want.
Cerion

I perhaps didnt explain.

Will try:

we have already a list of tickets, displayed on the Search/Listing.html page.

Out of those, there is no one unifying theme to select.

We then want to be able to go down the list and click, that one, skip these 3,
that one, that one.

Then update those.

The “Refine search” doesn’t help, because there are no unifying themes in the
tickets we need to update all at once.

We definitely would find it helpful to be able to specify by means of a radio
button along-side each line in the Listing.html output. Refine search only works
if every ticket has a word, phrase, sender, ip address, something you can
group them together by. If there’s no unifying theme … then one has to open
tickets individually. Which defeats the purpose.

This is a high volume queue, with a percentage of tickets that are appropriate
only for autoresponding. There is no way to click-button those tickets
together, and mass-close … if there is no way to Refine search to get to them.

Which might not sound like much, but we are handling 100+ tickets a day,
selecting out perhaps 40 that need additional handling, and need to pick all the
ones we just want to close/autorespond to out of the rest. There’s no way to do
that, currently.

Thanks… does that make sense hopefully?

On Thursday 01 April 2004 03:11, Dave Dennis wrote:

Dear List,

Is there a way to go to a queue, display N tickets, then select manually
the tickets from the queue for processing?
Yep:
Tickets → Search → Queue is ‘Xyz’ → ‘Search’…
→ ‘Update all these tickets at once’
Now just de/select the tickets you want.
Cerion


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I perhaps didnt explain.

We then want to be able to go down the list and click, that one, skip these
3, that one, that one.
Then update those.

Perhaps I’m being dense, but I don’t see how my last email doesn’t answer
this.
Once you’ve refined your search (in Listing.html), you can click on the link
"Update all these tickets at once".
This gives you your much-desired radio buttons to select which tickets to
update in one go!

RT developers: This is a recurring question - perhaps the link name should be
changed to ‘Update multiple tickets at once’, and somehow made more obvious?
Cerion

It looks like you’re assuming that once I run one search to get a list of
tickets, that this is good enough to want to “update all tickets at once.”
Or that subsequent “Refine search” would be able to determine enough from the
content of the mail or the time or the sender … content-based judging.
Heuristics.

But this is not the case.

If the Refine search method works, you can do it.

But often one must in my situation close a bunch of tickets that are just
too diverse to be identified either by subject, or by content. But the operator
(me) knows the tickets all must be closed.

And there’s no way to search them out that isn’t more work than doing it
one-by-one.

Unless there is a check-box to select.

Imagine if you have an email in-box. And you see that 100 out of 400 are just
“we want to send them a follow-up.” But of those 100, no two really have the
same content. Some might say “Send me more info” and others might say “I would
like to know more”

You might search for the word “more” in the content. But that would also match
on requests that had the word ‘more’ in them referring to other things.

Sometimes the human eye is just better. I can look at the list of 500 tickets,
and in 20 seconds identify the ones that need more info with a follow-up
email. However, Refine Search would take me opening up every mail, learning
what it was about, and … I wind up just replying to individuals mail one by
one, or at best by a handful at a time, by ‘sender email’ or simple things like
that.

But I cannot do that with RT currently, because there is no check-box next to
the individual Listing.html entries.

Does that make sense?

Thanks for asking,

On Thursday 01 April 2004 19:31, Dave Dennis wrote:

I perhaps didnt explain.

We then want to be able to go down the list and click, that one, skip these
3, that one, that one.
Then update those.

Perhaps I’m being dense, but I don’t see how my last email doesn’t answer
this.
Once you’ve refined your search (in Listing.html), you can click on the link
“Update all these tickets at once”.
This gives you your much-desired radio buttons to select which tickets to
update in one go!

RT developers: This is a recurring question - perhaps the link name should be
changed to ‘Update multiple tickets at once’, and somehow made more obvious?
Cerion

The “Refine search” doesn’t help, because there are no unifying themes in
the tickets we need to update all at once.

We definitely would find it helpful to be able to specify by means of a
radio button along-side each line in the Listing.html output. Refine search
only works if every ticket has a word, phrase, sender, ip address,
something you can group them together by. If there’s no unifying theme
… then one has to open tickets individually. Which defeats the purpose.

This is a high volume queue, with a percentage of tickets that are
appropriate only for autoresponding. There is no way to click-button those
tickets together, and mass-close … if there is no way to Refine search to
get to them.

Which might not sound like much, but we are handling 100+ tickets a day,
selecting out perhaps 40 that need additional handling, and need to pick
all the ones we just want to close/autorespond to out of the rest. There’s
no way to do that, currently.

Thanks… does that make sense hopefully?

±------------------------

On Thu, 1 Apr 2004, Cerion Armour-Brown wrote:

On Thursday 01 April 2004 03:11, Dave Dennis wrote:

Dear List,

Is there a way to go to a queue, display N tickets, then select
manually the tickets from the queue for processing?

Yep:
Tickets → Search → Queue is ‘Xyz’ → ‘Search’…
→ ‘Update all these tickets at once’
Now just de/select the tickets you want.
Cerion


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Once you click in the “Update all Tickets at once” the current selection is presented with check boxes. Just unselect those that you don’t wish to update.

At least I think that’s what you want to do.

Bruce

Bruce,

That will do in a pinch. Thanks.

Once you click in the “Update all Tickets at once” the current selection is presented with check boxes. Just unselect those that you don’t wish to update.

At least I think that’s what you want to do.

Bruce


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Bruce,

That will do in a pinch. Thanks.

‘in a pinch’?
But this is exactly what you were asking for!
If you really want to view all 500 tickets, and manually select/deselect
which ones you want, you can do that by simply viewing all tickets in a
queue…

Perhaps your real question is
"Is it possible to default to no tickets selected?"
That would be a reasonable request, and perhaps the answer would be to add a
button to “select all / deselect al”, or “invert selection”?

Cerion

Those would be nice too. Unselect/select would be helpful.
Select all in the page you are currently viewing would be helpful.
Selecting check-box style from the main Listing.html page without first having
to update all and then unselecting would be helpful (that was what I was first
asking for)

they’re all helpful. But RT is free, and beggars can’t be choosers.
The way it works now, is good, but requires extra clicks. In a busy queue all
day long working, it does seem to add up, even though to the logical mind the
functionality is there, thats not the same to the poor guy/gal that has to click
“twice extra” per ticket for 500 tickets in a given day. Real example.

Thanks for your help!

On Thursday 01 April 2004 22:03, Dave Dennis wrote:

Bruce,

That will do in a pinch. Thanks.

‘in a pinch’?
But this is exactly what you were asking for!
If you really want to view all 500 tickets, and manually select/deselect
which ones you want, you can do that by simply viewing all tickets in a
queue…

Perhaps your real question is
“Is it possible to default to no tickets selected?”
That would be a reasonable request, and perhaps the answer would be to add a
button to “select all / deselect al”, or “invert selection”?

Cerion

±------------------------

On Thu, 1 Apr 2004, Bruce Segal wrote:

Once you click in the “Update all Tickets at once” the current selection
is presented with check boxes. Just unselect those that you don’t wish to
update.

At least I think that’s what you want to do.

Bruce


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The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


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Hello,
I am new to RT and have question of the role of
“privileged” users. How is this role inteded to be
used exactly. For instance we granted a couple users
“privileged” access yet it seems that the only people
that show up in the drop down list when trying to
assing tickets to users are privileged people. Right
now in order assign someone a ticket they must be
granted privileged access. Can someone clarify and
help me out with what we might be doing wrong.

Thanks

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It’s working perfectly as designed. You are doing nothing
wrong. What is the problem?On Tue, Apr 20, 2004 at 08:32:19AM -0700, joe ritter wrote:

Hello,
I am new to RT and have question of the role of
“privileged” users. How is this role inteded to be
used exactly. For instance we granted a couple users
“privileged” access yet it seems that the only people
that show up in the drop down list when trying to
assing tickets to users are privileged people. Right
now in order assign someone a ticket they must be
granted privileged access. Can someone clarify and
help me out with what we might be doing wrong.

Thanks


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Visit group rights for your queue, or global for all queues.

Find what rights you are giving to priviledged class of users and for
unpriviledged class.

Decide what you want classes to mean at your site / your workflow.
What groups will be able to do what.

Then configure accordingly.

Good luck!

Hello,
I am new to RT and have question of the role of
“privileged” users. How is this role inteded to be
used exactly. For instance we granted a couple users
“privileged” access yet it seems that the only people
that show up in the drop down list when trying to
assing tickets to users are privileged people. Right
now in order assign someone a ticket they must be
granted privileged access. Can someone clarify and
help me out with what we might be doing wrong.

Thanks


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Yahoo! Photos: High-quality 4x6 digital prints for 25¢
http://photos.yahoo.com/ph/print_splash


The rt-users Archives

RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
http://bestpractical.com/services/training.html

Sign up early, as class space is limited.

I am new to RT and have question of the role of
"privileged" users. How is this role inteded to be
used exactly.

All your staff should be privileged; some staff can have more privileges
than others. You can configure customers with “let this user access
RT: yes” and “let this user be granted privileges: no”, and then they
will be able to use the SelfService interface, where you can allow them
to see their own tickets (by careful choice of what rights you grant to
"Everyone", “Requestor”, and “CC” groups).

–apb (Alan Barrett)

Hello,
I am new to RT and have question of the role of
“privileged” users. How is this role inteded to be
used exactly.

I think you are interpreting this wrong and that is where your
confusion is coming from. The flag is not for being “priviledged,” as
in having an advantage or being superior, but for a user to be granted
priviledges, or specific rights. Users who can be granted priviledges
can do special things like own tickets or modify configurations, if
and only if you also assign those rights. Unpriviledged users can
never do those things.

Hope that clears things up for you.

Michael
Michael S. Liebman m-liebman@northwestern.edu
http://msl521.freeshell.org/
“I have vision and the rest of the world wears bifocals.”
-Paul Newman in “Butch Cassidy & the Sundance Kid”

Well for instance we have four different queses that
we use for four different companies that we deal with
and a privileged users who works for company A can
look at the tickets for company B. Also we have an
internal queue and privileged users from companies A
and B can view our internal tickets since they are
privileged.

It’s working perfectly as designed. You are doing
nothing
wrong. What is the problem?

Hello,
I am new to RT and have question of the role of
“privileged” users. How is this role inteded to be
used exactly. For instance we granted a couple
users
“privileged” access yet it seems that the only
people
that show up in the drop down list when trying to
assing tickets to users are privileged people.
Right
now in order assign someone a ticket they must be
granted privileged access. Can someone clarify and
help me out with what we might be doing wrong.

Thanks


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25?
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to LA, DC and Frankfurt this spring and summer.
http://bestpractical.com/services/training.html

Sign up early, as class space is limited.

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Will this below solution work if I want my staff members to see the tickets
that they own?On Tuesday 20 April 2004 12:32 pm, Alan Barrett wrote:

On Tue, 20 Apr 2004, joe ritter wrote:

I am new to RT and have question of the role of
“privileged” users. How is this role inteded to be
used exactly.

All your staff should be privileged; some staff can have more privileges
than others. You can configure customers with “let this user access
RT: yes” and “let this user be granted privileges: no”, and then they
will be able to use the SelfService interface, where you can allow them
to see their own tickets (by careful choice of what rights you grant to
“Everyone”, “Requestor”, and “CC” groups).

–apb (Alan Barrett)


The rt-users Archives

RT Developer and Administrator training is coming to LA, DC and Frankfurt
this spring and summer. http://bestpractical.com/services/training.html

Sign up early, as class space is limited.

Will this below solution work if I want my staff members to see the tickets
that they own?

There are at least three dimensions of permissions in RT:

a. The permission itself: things like “See Queue”, “Create Ticket”,
“Reply to Ticket”, “Comment on Ticket”, “See TIcket”, “See Comments”,
etc.
b. Who the permission is assigned to: an individual user, a
locally-defined group (like “sales staff”, “support staff”, “all
staff”, “customer X”), a system-defined group that applies equally
to all tickets (like “Everyone” or “Privileged users”), or a
system-defined pseudo-group (such as “Requestor”, “CC” or “Owner”)
for which every ticket has different members.
c. Whether it’s a global or a per-queue permission.

If you define a user as “privileged”, then that user is made a member
of the “Everyone” group and the “Privileged users” group, and you will
be able to add the user to locally-defined groups, and you will be also
be able to assign permissions directly to the user. If you define a
user as unprivileged, then you will not be able to assign permissions
directly to the user, but the user will be a member of the "Everyone"
group (and will get any permissions that you assign to the "Everyone"
group), and the user will also get any permissions that you assign to
pseudo-groups like “Requestor” or “CC”.

If you want to give all staff the right to see all tickets in all
queues, then define an “all staff” group and give the group "See Ticket"
permission at the global level. If you want to give sales staff the
right to create tickets in the support queue, then define a “sales
staff” group and give that group the “See Queue” and "Create Ticket"
permission in the “support” queue. If you want to give anybody the
right to see their own tickets in any queue (even in queues that they
would normally not be allowed to use), then give “Owner” and "Requestor"
the “See Ticket” permission at the global level. It’s very flexible,
and you may have to experiment before you find settings that work for
you.

–apb (Alan Barrett)