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 <[email protected]> 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: [email protected] > > > > > > 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 Community help: http://wiki.bestpractical.com Commercial support: [email protected] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
