User Stats in a Queue?

RT Users
1

We have a helpdesk that’s going to giving out tickets to our Engineers.
They are looking for a way to have pretty much the quick search box but
instead of queues it would have the Engineering staff. That way they can
easily see that I have 876 tickets and can’t take anymore.
Has anyone formed a query that’ll do that???

2

I’m not sure how many engineers you have, but have you considered giving the Helpdesk dashboards for each Engineer? That way they can click on your name and see all your tickets?From: rt-users-bounces@lists.bestpractical.com on behalf of matt wells
Sent: Thu 11/20/2008 12:19 PM
To: rt-users
Subject: [rt-users] User Stats in a Queue??

We have a helpdesk that’s going to giving out tickets to our Engineers. They are looking for a way to have pretty much the quick search box but instead of queues it would have the Engineering staff. That way they can easily see that I have 876 tickets and can’t take anymore.
Has anyone formed a query that’ll do that???

3

You might try starting here: DailyStat - Request Tracker Wiki
Either just using the email report, or figuring out how to adapt the query
for use in an Advanced Search to create a dashboard as per Helmuth.

Cambridge Energy Alliance: Save money. Save the planet.

4

Hi Matt,

I have done this by modifying the quick summary box. You can see the
results and grab my files at:

http://elementalmarkup.com/ramblings/rt-owner-summary

Unfortunately, I have no idea if this will work in all settings… A while
ago, one other RT-User subscriber tried to use the files and was not
ultimately successful, but they do work on my setup. Right now I¹m running
3.6.6, but if memory serves me correctly, I was able to install it on a test
version of 3.8 as well.

I¹d also be glad to describe what it is that I did that might help.

_ErikOn 11/20/08 12:19 PM, “matt wells” phanoko@gmail.com wrote:

We have a helpdesk that’s going to giving out tickets to our Engineers. They
are looking for a way to have pretty much the quick search box but instead of
queues it would have the Engineering staff. That way they can easily see that
I have 876 tickets and can’t take anymore.
Has anyone formed a query that’ll do that???

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com

5

Hi Erik, Matt,
i found my problem with your OwnerSummary. I tried to load directly the OwnerSummary into the RT At A Glance Page, but i think, you called it from Quicksearch like this:

<& /Elements/OwnerSummary,
cache => ‘quick_search_queues’,
queue_filter => sub { $->CurrentUserHasRight(‘ShowTicket’) && !exists $unwanted->{$->Name} },
conditions => [ {cond => “Status = ‘new’”, name => loc (‘new’) },
{cond => “Status = ‘open’”, name => loc (‘open’) },
{cond => “Status = ‘stalled’”, name => loc (‘stalled’) }] &>
</&>

And, yes it is working now, but very, very slow :wink: But it works.

TorstenVon: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] Im Auftrag von Erik Peterson
Gesendet: Donnerstag, 20. November 2008 22:45
An: matt wells; rt-users
Betreff: Re: [rt-users] User Stats in a Queue??

Hi Matt,

I have done this by modifying the quick summary box. You can see the results and grab my files at:

http://elementalmarkup.com/ramblings/rt-owner-summary

Unfortunately, I have no idea if this will work in all settings… A while ago, one other RT-User subscriber tried to use the files and was not ultimately successful, but they do work on my setup. Right now I’m running 3.6.6, but if memory serves me correctly, I was able to install it on a test version of 3.8 as well.

I’d also be glad to describe what it is that I did that might help.

_Erik

6

That is certainly true. I use the existing ³QuickSearch² element area and
provide a new definition for the Element that calls essentially exactly what
Torsten mentions below (we have one extra ³active² status called ³waiting²).
On my webpage, you there are two files and you do need both of them for this
to work.

Mine doesn¹t seem to affect the page load time too much… My ³Time to
display² is about 2.2 ­ 2.5 seconds and that¹s with a few extra saved
queries being shown and seven queues in my ³Quick Search². Not sure what
your setup is like that might cause it to be slow. I don¹t think I¹ve done
much that will change the speed like adding indicies or the such.

_ErikOn 11/21/08 4:34 AM, “Ham MI-ID, Torsten Brumm” torsten.brumm@Kuehne-Nagel.com wrote:

Hi Erik, Matt,
i found my problem with your OwnerSummary. I tried to load directly the
OwnerSummary into the RT At A Glance Page, but i think, you called it from
Quicksearch like this:

<& /Elements/OwnerSummary,
cache => ‘quick_search_queues’,
queue_filter => sub { $->CurrentUserHasRight(‘ShowTicket’) && !exists
$unwanted->{$->Name} },
conditions => [ {cond => “Status = ‘new’”, name => loc (‘new’) },
{cond => “Status = ‘open’”, name => loc (‘open’) },
{cond => “Status = ‘stalled’”, name => loc (‘stalled’) }]
&>
</&>

And, yes it is working now, but very, very slow :wink: But it works.

Torsten

7

Works great. Thank you! Last thing… is there a way to put this in it’s
own box and not inside the QuickSearch box?
Really, thank you guys. You guys rock.On Fri, Nov 21, 2008 at 7:31 AM, Erik Peterson epeterson@edc.org wrote:

That is certainly true. I use the existing ³QuickSearch² element area and
provide a new definition for the Element that calls essentially exactly
what
Torsten mentions below (we have one extra ³active² status called
³waiting²).
On my webpage, you there are two files and you do need both of them for
this
to work.

Mine doesn¹t seem to affect the page load time too much… My ³Time to
display² is about 2.2 ­ 2.5 seconds and that¹s with a few extra saved
queries being shown and seven queues in my ³Quick Search². Not sure what
your setup is like that might cause it to be slow. I don¹t think I¹ve done
much that will change the speed like adding indicies or the such.

_Erik

On 11/21/08 4:34 AM, “Ham MI-ID, Torsten Brumm” torsten.brumm@Kuehne-Nagel.com wrote:

Hi Erik, Matt,
i found my problem with your OwnerSummary. I tried to load directly the
OwnerSummary into the RT At A Glance Page, but i think, you called it
from
Quicksearch like this:

<& /Elements/OwnerSummary,
cache => ‘quick_search_queues’,
queue_filter => sub { $->CurrentUserHasRight(‘ShowTicket’) && !exists
$unwanted->{$->Name} },
conditions => [ {cond => “Status = ‘new’”, name => loc (‘new’) },
{cond => “Status = ‘open’”, name => loc (‘open’) },
{cond => “Status = ‘stalled’”, name => loc (‘stalled’)
}]
&>
</&>

And, yes it is working now, but very, very slow :wink: But it works.

Torsten

8

Hi Matt,

You can either ³title² the box something else which is essentially what I
did since I didn¹t need the original QuickSearch functionality:

<&|/Widgets/TitleBox, title => loc(“Owner Overview”), bodyclass => “”,
titleright => loc(“Edit”), titleright_href =>
$RT::WebPath.‘/Prefs/Quicksearch.html’ &>

(this in in Elements/QuickSearch)

Or from what I understand, you can name the Element file something other
than ³Quicksearch² and then include the new name in your RT-SiteConfig.pm in
the array:

Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues
MySupportQueues MyReminders RefreshHomepage)]);

(that¹s the default list from RT-Config.pm)

Then anyone who has modified their At A Glance would have to add it and you
could add it to the ³default² as well via:
/Admin/Global/MyRT.html

Hope that helps,
ErikOn 11/21/08 10:46 AM, “matt wells” phanoko@gmail.com wrote:

Works great. Thank you! Last thing… is there a way to put this in it’s own
box and not inside the QuickSearch box?
Really, thank you guys. You guys rock.

9

Hi Erik, Matt,
some additional information. I mentioned in my last mail the call like this:

<& /Elements/OwnerSummary,
cache => ‘quick_search_queues’,
queue_filter => sub { $->CurrentUserHasRight(‘ShowTicket’) && !exists
$unwanted->{$->Name} },
conditions => [ {cond => “Status = ‘new’”, name => loc (‘new’) },
{cond => “Status = ‘open’”, name => loc (‘open’) },
{cond => “Status = ‘stalled’”, name => loc (‘stalled’) }]
&>
</&>

But there we check for ShowTicket Rights, correct will be:

<& /Elements/OwnerSummary,
cache => ‘quick_search_queues’,
queue_filter => sub { $->CurrentUserHasRight(‘OwnTicket’) && !exists
$unwanted->{$->Name} },
conditions => [ {cond => “Status = ‘new’”, name => loc (‘new’) },
{cond => “Status = ‘open’”, name => loc (‘open’) },
{cond => “Status = ‘stalled’”, name => loc (‘stalled’) }]
&>
</&>

Which only displays the user who can own a ticket, what we are looking for
:wink: and for, which speeds up the search… (less users are allowed to own a
ticket then to see a ticket.

Torsten2008/11/21 Erik Peterson epeterson@edc.org

Hi Matt,

You can either “title” the box something else which is essentially what I
did since I didn’t need the original QuickSearch functionality:

<&|/Widgets/TitleBox, title => loc(“Owner Overview”), bodyclass => “”,
titleright => loc(“Edit”), titleright_href =>
$RT::WebPath.‘/Prefs/Quicksearch.html’ &>

(this in in Elements/QuickSearch)

Or from what I understand, you can name the Element file something other
than “Quicksearch” and then include the new name in your RT-SiteConfig.pm in
the array:

Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues
MySupportQueues MyReminders RefreshHomepage)]);

(that’s the default list from RT-Config.pm)

Then anyone who has modified their At A Glance would have to add it and you
could add it to the “default” as well via:
/Admin/Global/MyRT.html

Hope that helps,
Erik

On 11/21/08 10:46 AM, “matt wells” phanoko@gmail.com wrote:

Works great. Thank you! Last thing… is there a way to put this in it’s
own box and not inside the QuickSearch box?
Really, thank you guys. You guys rock.

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

MFG

Torsten Brumm

http://www.torsten-brumm.de