Set a default queue

RT Users
1

More noob questions :open_mouth:

We have 7 different queues to differentiate what type of problems we
deal with (sysadmin, helpdesk, a/v, etc).

I don’t mind the drop down menu for queues listing these alphabetically,
but it would be REALLY nice if I could set a “default queue” for
everything OTHER than requests that come in via email.

Said another way:

  • if a ticket is created via email, the queue should be set to
    “unassigned” (one of our queues). This part is already working…

  • if a ticket is created using the RT interface, the default queue
    should be “helpdesk”.

What do I need to change to make this happen?

Chris Barnes AOL IM: CNBarnes
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590

2

More noob questions :open_mouth:

We have 7 different queues to differentiate what type of problems we
deal with (sysadmin, helpdesk, a/v, etc).

I don’t mind the drop down menu for queues listing these alphabetically,
but it would be REALLY nice if I could set a “default queue” for
everything OTHER than requests that come in via email.

Said another way:

  • if a ticket is created via email, the queue should be set to
    “unassigned” (one of our queues). This part is already working…

  • if a ticket is created using the RT interface, the default queue
    should be “helpdesk”.

What do I need to change to make this happen?

This is a config option. Search for “default queue” in perldoc etc/RT_Config.pm

Thomas

3

More noob questions :open_mouth:

We have 7 different queues to differentiate what type of problems we
deal with (sysadmin, helpdesk, a/v, etc).

I don’t mind the drop down menu for queues listing these alphabetically,
but it would be REALLY nice if I could set a “default queue” for
everything OTHER than requests that come in via email.

Said another way:

  • if a ticket is created via email, the queue should be set to
    “unassigned” (one of our queues). This part is already working…

  • if a ticket is created using the RT interface, the default queue
    should be “helpdesk”.

What do I need to change to make this happen?

This is a config option. Search for “default queue” in perldoc etc/RT_Config.pm

But won’t that change the option for BOTH the RT interface as well as
those that come in via email?

Chris Barnes AOL IM: CNBarnes
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590

4

What do I need to change to make this happen?

This is a config option. Search for “default queue” in perldoc etc/RT_Config.pm

But won’t that change the option for BOTH the RT interface as well as
those that come in via email?

Quoting from the doc I pointed you to: “This only affects the queue
selection boxes on the web interface.”

Look at your rt-mailgate command, you’re probably specifying a queue
there for emailed in tickets.

Thomas

5
  • if a ticket is created using the RT interface, the
    default queue should be “helpdesk”.

What do I need to change to make this happen?

Chris:
If you log in, and select ‘preferences’, and ‘settings’, you can select your own personal default queue in the first option in General at the top. Or do you want this for every user?