WG: change Queue order!

Hello,

I want change the sorting order of RT-queues, because our external customers (unprivileged users) can see only one queue “inbox”. Also Unprivileged users can create tickets only on this queue.

After a supporter is notified, that a ticket is created, this supporter log on the server and move the ticket from inbox to the appropriate queue. The problem is, that when a support log on RT-system the inbox queue appear on the middle of the site. We have about 40 queues !!!

Therefore I want change the sorting order of my queues so, that when a supporter log on, he will see inbox queue on the TOP of Quick-search tab.

Best regards from Germany,
TariqVon: Alberto Villanueva [mailto:alberto.villanueva@altran.es]
Gesendet: Mittwoch, 11. Februar 2009 09:57
An: Tariq Doukkali
Betreff: RE: [rt-users] change Queue order !!!

Hello Tariq,

Could I ask to you why you want to do that??

Regards,

ALBERTO VILLANUEVA VAL
Consultor
[cid:image001.jpg@01C98C30.72A64D30]
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.eshttp://www.altran.es


De: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] En nombre de Tariq Doukkali Enviado el: miércoles, 11 de febrero de 2009 7:45 Para: Torsten Brumm CC: rt-users@lists.bestpractical.com Asunto: Re: [rt-users] change Queue order !!!

Hello,

I mean the queue order inside the quicksearch.

Thanks

Von: Torsten Brumm [mailto:torsten.brumm@googlemail.com]
Gesendet: Dienstag, 10. Februar 2009 20:32
An: Tariq Doukkali
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] change Queue order !!!

What do you mean? The queue order inside the quicksearch? This is in alphabetical order or do you mean inside a queue, the order of tickets? For this have a look for global setting inside RT_SiteConfig.pm or under user prefs for user based.

Torsten
2009/2/10 Tariq Doukkali <tariq.doukkali@autoform.demailto:tariq.doukkali@autoform.de>

Hello all,

how can I change the order of my Queues ???

Many Thanks

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MFG

Torsten Brumm

http://www.torsten-brumm.de

Therefore I want change the sorting order of my queues so, that when a
supporter log on, he will see inbox queue on the TOP of Quick-search
tab.

I wouldn’t mind seeing a “Sort” field added to the configuration of
queues – similar to the one when creating values for a multi-select
custom field.

In the meantime, I used the cheap and easy workaround of inserting a
sort code at the beginning of the queue name. So, my alpha sorted
queues look like:

1-Low (1-5 are my “input” queues, with 2-Normal the default)
2-Normal
3-High
4-Urgent
5-Emergency
Admin (The alpha queues are fine sorted as-is)
Building Services
Delivery
. . . etc . . .
Z-Jane (The Z-* queues are approvals – i.e. an approval is
Z-John is created when a ticket is created or moved here)
Z-Mary

In some ways, I like using this method a little better than having a
hidden sort field since the queue name indicates it’s purpose
(especially the Z-* queues) without having to spell it out.

JA

Just curious why you want to create Low, Normal, High and other queues
when you have Priority field?

Anyway, you can add special portlets and instead of one QuickSearch
block you’ll have three, for example:

  • first one with Low, Normal…
  • other queues
  • approvalsOn Wed, Feb 11, 2009 at 3:01 PM, John Alexson jalexson@jajxn.net wrote:

On Wed, 2009-02-11 at 10:10 +0100, Tariq Doukkali wrote:

Therefore I want change the sorting order of my queues so, that when a
supporter log on, he will see inbox queue on the TOP of Quick-search
tab.

I wouldn’t mind seeing a “Sort” field added to the configuration of
queues – similar to the one when creating values for a multi-select
custom field.

In the meantime, I used the cheap and easy workaround of inserting a
sort code at the beginning of the queue name. So, my alpha sorted
queues look like:

1-Low (1-5 are my “input” queues, with 2-Normal the default)
2-Normal
3-High
4-Urgent
5-Emergency
Admin (The alpha queues are fine sorted as-is)
Building Services
Delivery
. . . etc . . .
Z-Jane (The Z-* queues are approvals – i.e. an approval is
Z-John is created when a ticket is created or moved here)
Z-Mary

In some ways, I like using this method a little better than having a
hidden sort field since the queue name indicates it’s purpose
(especially the Z-* queues) without having to spell it out.

JA


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Commercial support: sales@bestpractical.com

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Best regards, Ruslan.

Just curious why you want to create Low, Normal, High and other queues
when you have Priority field?

Good question! The main reason is to keep things as simple as possible
for the user. Each of the queues has appropriate defaults (such as
priority, due in # days, etc.) Rather than trying to instruct my users
(primarily requestors) to fill in these values correctly (and honestly,
getting them filled in at all), I can simply have them create a ticket
in the right queue based on the nature of their problem.

Anyway, you can add special portlets and instead of one QuickSearch
block you’ll have three, for example:

  • first one with Low, Normal…
  • other queues
  • approvals

That would be great for the Quick Search, but the sorting order also
comes into play using the drop-downs (moving a ticket to a different
queue, for instance)> On Wed, Feb 11, 2009 at 3:01 PM, John Alexson jalexson@jajxn.net wrote:

On Wed, 2009-02-11 at 10:10 +0100, Tariq Doukkali wrote:

Therefore I want change the sorting order of my queues so, that when a
supporter log on, he will see inbox queue on the TOP of Quick-search
tab.

I wouldn’t mind seeing a “Sort” field added to the configuration of
queues – similar to the one when creating values for a multi-select
custom field.

In the meantime, I used the cheap and easy workaround of inserting a
sort code at the beginning of the queue name. So, my alpha sorted
queues look like:

1-Low (1-5 are my “input” queues, with 2-Normal the default)
2-Normal
3-High
4-Urgent
5-Emergency
Admin (The alpha queues are fine sorted as-is)
Building Services
Delivery
. . . etc . . .
Z-Jane (The Z-* queues are approvals – i.e. an approval is
Z-John is created when a ticket is created or moved here)
Z-Mary

In some ways, I like using this method a little better than having a
hidden sort field since the queue name indicates it’s purpose
(especially the Z-* queues) without having to spell it out.

JA


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Commercial support: sales@bestpractical.com

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

JAlexson,

I, too, have wondered if there was a way to modify RT to allow a User 

to select one specific Queue as the one to appear first on the
drop-down. In our installation, a User may be able to create tickets in
many queues, but 90% of these may be in one queue.
Jesse, are there any plans to allow some sort of option to allow a user
to select the order queues appear in the drop-down? Thanks.

Kenn
LBNLOn 2/11/2009 6:49 AM, J Alexson wrote:

On Wed, 2009-02-11 at 16:49 +0300, Ruslan Zakirov wrote:

Just curious why you want to create Low, Normal, High and other queues
when you have Priority field?

Good question! The main reason is to keep things as simple as possible
for the user. Each of the queues has appropriate defaults (such as
priority, due in # days, etc.) Rather than trying to instruct my users
(primarily requestors) to fill in these values correctly (and honestly,
getting them filled in at all), I can simply have them create a ticket
in the right queue based on the nature of their problem.

Anyway, you can add special portlets and instead of one QuickSearch
block you’ll have three, for example:

  • first one with Low, Normal…
  • other queues
  • approvals

That would be great for the Quick Search, but the sorting order also
comes into play using the drop-downs (moving a ticket to a different
queue, for instance)

On Wed, Feb 11, 2009 at 3:01 PM, John Alexson jalexson@jajxn.net wrote:

On Wed, 2009-02-11 at 10:10 +0100, Tariq Doukkali wrote:

Therefore I want change the sorting order of my queues so, that when a
supporter log on, he will see inbox queue on the TOP of Quick-search
tab.

I wouldn’t mind seeing a “Sort” field added to the configuration of
queues – similar to the one when creating values for a multi-select
custom field.

In the meantime, I used the cheap and easy workaround of inserting a
sort code at the beginning of the queue name. So, my alpha sorted
queues look like:

1-Low (1-5 are my “input” queues, with 2-Normal the default)
2-Normal
3-High
4-Urgent
5-Emergency
Admin (The alpha queues are fine sorted as-is)
Building Services
Delivery
. . . etc . . .
Z-Jane (The Z-* queues are approvals – i.e. an approval is
Z-John is created when a ticket is created or moved here)
Z-Mary

In some ways, I like using this method a little better than having a
hidden sort field since the queue name indicates it’s purpose
(especially the Z-* queues) without having to spell it out.

JA


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

   I, too, have wondered if there was a way to modify RT to allow a User

to select one specific Queue as the one to appear first on the
drop-down. In our installation, a User may be able to create tickets in
many queues, but 90% of these may be in one queue.
Jesse, are there any plans to allow some sort of option to allow a user
to select the order queues appear in the drop-down? Thanks.
This is not an especially difficult customization to make, but it
seems the simplest
means would be to change the queue name to alter its position in
ASCIIbetical sort
i.e; precede it with a !

Cambridge Energy Alliance: Save money. Save the planet.

Jerrad,

What if two different sets of users put the "!" in front of different 

queues? Especially if they can creates tickets in the same queues but
want a different queue sequence? I was thinking of some sort of user
preference. Thanks.

Kenn
LBNLOn 2/11/2009 11:00 AM, Jerrad Pierce wrote:

   I, too, have wondered if there was a way to modify RT to allow a User

to select one specific Queue as the one to appear first on the
drop-down. In our installation, a User may be able to create tickets in
many queues, but 90% of these may be in one queue.
Jesse, are there any plans to allow some sort of option to allow a user
to select the order queues appear in the drop-down? Thanks.
This is not an especially difficult customization to make, but it
seems the simplest
means would be to change the queue name to alter its position in
ASCIIbetical sort
i.e; precede it with a !

JAlexson,

I, too, have wondered if there was a way to modify RT to allow a User
to select one specific Queue as the one to appear first on the
drop-down. In our installation, a User may be able to create tickets
in
many queues, but 90% of these may be in one queue.
Jesse, are there any plans to allow some sort of option to allow a
user
to select the order queues appear in the drop-down? Thanks.

Assuming you mean the New Ticket In drop down, that is controllable
by the Default Queue personal preference in RT 3.8. You can also
set a global default in your site config

-kevin