We have a new person using RT, who has asked some questions
which a) we can’t answer, and b) we ourselves have been
wondering. They include:
1: Can the opening screen in each queue be automatically sorted by
age, most recent first (on top) as I log on instead of me having to do
it myself each time?
2: On any ticket, could the order of the History be changed/set so
that the most recent item is always on top? That saves me the time
from having to scroll down the message to see the most recent
response. This becomes especially helpful as these tickets become
longer.
3: A requestor mentioned in his reply: “P.S. I received your email twice. : )
” I am not sure why this may have happened. I believe that only hit
the ‘submit’ on the reply screen once. If I did, my mistake enter it
twice, should it not have added the correspondence twice to the ticket
as well?
We have had this problem before - and thought we had nailed it down, but it
seems to have cropped up again. Anything we should look for?
By the way, I wonder if upgrading to RT 3 would fix any of these in its own?
By the way, I wonder if upgrading to RT 3 would fix any of these in its own?
fix? I don’t think any of these are broken. you just want non-standard behavior.
1: Can the opening screen in each queue be automatically sorted by
age, most recent first (on top) as I log on instead of me having to do
it myself each time?
by opening screen, do you mean the screen you get when you click a
queue name in the Quicksearch box? (the thing on the left that lists
queues and tickets) If so, you could copy Elements/Quicksearch into
your local directories, and change the URL it links to.
By the way, I wonder if upgrading to RT 3 would fix any of these in its own?
fix? I don’t think any of these are broken. you just want non-standard behavior.
Odd, I just converted a busy email product support address from
a mailman-manged list to RT and got almost the same set of requests
from the support staff. It would be nice if RT had an ‘express’
concept that you could select when creating the queue that would
make the default sort in time order (newest first) in both the
ticket list and the history, and minimize the steps needed to
cycle through replying to many tickets, resolving most on the
first answer. Another thing my users miss compared to answering
from Outlook is the preview pane. Has anyone modified the
search/initial queue listing screen of RT to have javascript
pop-ups or maybe a background image with an alt-text tag that would
show up in a mouse-over containing a paragraph or so of the last
response in a ticket so you can quickly peek at the contents?