Set a default update type per queue

RT Developers
1

I have attached a patch that allows you to specify the default update
type per queue. This really only effects which option (reply or comment)
is pre-selected for you on jumbo edit.

It adds a select to the queue editing page to set the option for the
queue. The Ticket ModifyAll page then defaults to the selected option
for that queue. This is useful because we have a few queues where we
never want to comment, and always want to reply, but people keep
forgetting to switch options. We have other queues however where that is
not the case, so a mass change was not an option.

-Chad Granum
(OpenSourcery)

rt-defaultupdatetype.patch (3.07 KB)

signature.asc (252 Bytes)

2

I have attached a patch that allows you to specify the default update
type per queue. This really only effects which option (reply or
comment)
is pre-selected for you on jumbo edit.

It adds a select to the queue editing page to set the option for the
queue. The Ticket ModifyAll page then defaults to the selected option
for that queue. This is useful because we have a few queues where we
never want to comment,

Hi Chad

I’m curious if this is “never want to comment” or “must never comment”
(if the latter, I’d just take away the right to comment and RT would
do the
right thing). I’m not sure I would take this into core since I think
it would
make a nice plugin.

-kevin

3

Kevin Falcone wrote:

I have attached a patch that allows you to specify the default update
type per queue. This really only effects which option (reply or
comment)
is pre-selected for you on jumbo edit.

It adds a select to the queue editing page to set the option for the
queue. The Ticket ModifyAll page then defaults to the selected option
for that queue. This is useful because we have a few queues where we
never want to comment,

Hi Chad

I’m curious if this is “never want to comment” or “must never comment”
(if the latter, I’d just take away the right to comment and RT would
do the
right thing). I’m not sure I would take this into core since I think
it would
make a nice plugin.

-kevin

In our case it is a ‘there is no need to comment’, the requester is
automatically stripped for the queues in question.

But to go deeper I realized that both internally and through clients we
have gotten requests to make some queues default to one or the other.
Sometimes they want Queue A to default to replies while Queue B defaults
to comments.

Initially I was going to make it a plugin, but I thought if we were
getting this many requests for it that it might be worth a patch.
Additionally it is much easier to implement as a patch, I am not sure
how the HTML callbacks and overlays would work for doing this specific
functionality.

(I have done other plugins that toucht he view layer, but the
callbacks/overrides were much easier to identify)

-Chad

signature.asc (252 Bytes)