Setting a default for New Ticket

Hi folks,

Id like to be able to set a default queue for the ‘New Ticket In’ call
on the main page.

I traced it back to

/path/to/rt2/WebRT/html/Elements/SelectNewTicketQueue

and it has this content:

<& SelectQueue, Name => $Name, Verbose => $Verbose, Default => $Default,
ShowAllQueues => 0, ShowNullOption => 0 &>
<%ARGS>
$Name => ‘Queue’
$Verbose => undef
$Default => undef
</%ARGS>

When I change verbose to 1, I get extended information on the Queue
Names ie QueueName + Description

But when I change $Default to the queue I want as the default queue for
New Ticket, nothing changes. I tried various punctuation around my
desired ‘queue’.

After mucking around for a while I gave up in dis(gust|tress) and sought
a more kludged method.

As my desired default queue was actually the last queue alphabetically,
I changed /path/to/rt2/lib/RT/Queues.pm to ORDER => 'DES’
so it reverses its sort order, my default queue is now at the top of the
list and is therefore the default queue when I click ‘New Ticket In’.

Does anyone have any idea how to actually set a default queue for New
Ticket that doesn’t involve kludging the sort order?

Was I using incorrect syntax when editing SelectNewTicketQueue?

Was I looking in completely the wrong place?

Thanks in advance

Dane

Dane Rapaport
Unix Systems Administrator and All Round Nice Guy
Animal LOGIC, Fox Studios Australia
www.animallogic.com
p: +61 2 9383 4652
m: 0414 735 922

Dane Rapaport wrote:

But when I change $Default to the queue I want as the default queue for
New Ticket, nothing changes. I tried various punctuation around my
desired ‘queue’.

You want the queue Id there, not the name.
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

The easiest way I found to do this is name the queue “1-Queue_name”…it
will be the first one in the sort order and thus the default.

Michele

Dane Rapaport wrote:

mhershey.vcf (249 Bytes)