Greetings. I'm trying to customize the "10 newest uowned tickets" search (the one that appears on the main page by default, I believe). I get to the page to edit the predefined "Search - Unowned Tickets" search, and it shows the logic for the search:
Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open' ) I want to exclude tickets in a certain queue, which by itself is pretty straightforward, just add: AND Queue != 'somequeue' But that's not quite what I want to do. First, I should say that we have groups organized per queue, so that for instance we have a group 'rt-somequeue' with access to the queue 'somequeue'. What I really want to do in the logic above, is exclude that queue unless the user is in that corresponding group, something like: AND ( Queue != 'somequeue' OR <User in group 'rt-somequeue'> ) Is there a way to do this, either using the criteria listed on the Query Builder page (which seems to be all ticket-related), or by directly editing the search? Thanks. Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) [email protected] -- RT Training - Boston, September 9-10 http://bestpractical.com/training
