Re: [rt-users] Changing default format of ticket list in queue?

[Marcos Orallo via rt-users]

--- Begin Message ---
Hi Alex,

I didn't check it in depth, but you may be interested in customizing this
Element using the "local" folder.
https://github.com/bestpractical/rt/blob/4.4-trunk/share/html/Ticket/Elements/ShowQueue

Also, for the links in the QueueList portlet in the dashboards, there is a
callback to define the link:
https://github.com/bestpractical/rt/blob/4.4-trunk/share/html/Elements/QueueSummaryByLifecycle#L106

I hope it helps!

Marcos.


2017-01-30 18:51 GMT+01:00 Alex Hall :

> Sorry I wasn't clear. I'm talking about the results when you view all
> tickets for a certain queue. For instance, open a ticket in the Customer
> Service queue, and somewhere on that page is the queue name as a link.
> Clicking that link takes you to a page listing all active tickets in that
> queue. That list of tickets is what I want to modify.
>
> I didn't realize until just now that the list is simply an automatic
> search. I don't know how to modify the results page for this search without
> changing the results for *any* search. At least I have a place to start
> now. I was thinking that queues had special pages listing their active
> tickets, so I was looking for that template.
>
> On Mon, Jan 30, 2017 at 12:27 PM, Matt Zagrabelny 
> wrote:
>
>> Hi Alex,
>>
>> On Mon, Jan 30, 2017 at 11:18 AM, Alex Hall  wrote:
>> > Hi all,
>> > Where would I go to change the default format for the list of tickets
>> shown
>> > when you click a queue name?
>>
>> I presume you are talking about the Queue List?
>>
>>  Can this be done on a queue-by-queue basis, or
>> > only as a modification to some template in share/html?
>>
>> I don't think there is anything out of the box that will do what you
>> want. That being said, we use a callback to tweak the output for just
>> a single queue.
>>
>> Note: the path may be different for the callback file location due to
>> us running 4.2.
>>
>> # cat /opt/rt4/local/plugins/RT-Site-UMN-Duluth-QueueListTweaks/
>> html/Callbacks/RT-Site-UMN-Duluth-QueueListTweaks/
>> Elements/QueueSummaryByLifecycle/LinkBuilders
>> <%INIT>
>> my $umd_link_all = sub {
>> my ($queue, $all_statuses) = @_;
>> my @escaped = @{$all_statuses};
>>
>> # People want to see resolved tickets in the calendar view
>> # of their QueueList - that is, for the Computer Management (CM)
>> queue.
>> # Aside from this "if" statement, this sub routine was lifted from
>> # upstream's version.
>> if ($queue->{Name} eq 'CM') {
>> push @escaped, 'resolved';
>> }
>>
>> s{(['\\])}{\\$1}g for @escaped; #'# help out the syntax highlighting
>>
>> my $search = ${$build_search_link}->(
>> $queue->{Name},
>> "(".join(" OR ", map "Status = '$_'", @escaped).")",
>> );
>>
>> if ($queue->{Name} eq 'CM') {
>> my @fields = map
>> { "'__${_}__'" }
>> (
>> 'Created',
>> 'Due',
>> 'Resolved',
>> 'Started',
>> 'Starts',
>> 'LastUpdated',
>> )
>> ;
>>
>> my $format = $m->interp->apply_escapes(
>> join(',', @fields),
>> 'u',
>> );
>> $search .= '='.$format;
>> }
>>
>> return $search;
>> };
>>
>> ${$link_all} = $umd_link_all;
>> 
>> <%ARGS>
>> $build_search_link
>> $link_all
>> $link_status
>> 
>>
>> Enjoy,
>>
>> -m
>>
>
>
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>
--- End Message ---

Re: [rt-users] Changing default format of ticket list in queue?

[Alex Hall]

Sorry I wasn't clear. I'm talking about the results when you view all
tickets for a certain queue. For instance, open a ticket in the Customer
Service queue, and somewhere on that page is the queue name as a link.
Clicking that link takes you to a page listing all active tickets in that
queue. That list of tickets is what I want to modify.

I didn't realize until just now that the list is simply an automatic
search. I don't know how to modify the results page for this search without
changing the results for *any* search. At least I have a place to start
now. I was thinking that queues had special pages listing their active
tickets, so I was looking for that template.

On Mon, Jan 30, 2017 at 12:27 PM, Matt Zagrabelny 
wrote:

> Hi Alex,
>
> On Mon, Jan 30, 2017 at 11:18 AM, Alex Hall  wrote:
> > Hi all,
> > Where would I go to change the default format for the list of tickets
> shown
> > when you click a queue name?
>
> I presume you are talking about the Queue List?
>
>  Can this be done on a queue-by-queue basis, or
> > only as a modification to some template in share/html?
>
> I don't think there is anything out of the box that will do what you
> want. That being said, we use a callback to tweak the output for just
> a single queue.
>
> Note: the path may be different for the callback file location due to
> us running 4.2.
>
> # cat /opt/rt4/local/plugins/RT-Site-UMN-Duluth-QueueListTweaks/html/
> Callbacks/RT-Site-UMN-Duluth-QueueListTweaks/Elements/
> QueueSummaryByLifecycle/LinkBuilders
> <%INIT>
> my $umd_link_all = sub {
> my ($queue, $all_statuses) = @_;
> my @escaped = @{$all_statuses};
>
> # People want to see resolved tickets in the calendar view
> # of their QueueList - that is, for the Computer Management (CM) queue.
> # Aside from this "if" statement, this sub routine was lifted from
> # upstream's version.
> if ($queue->{Name} eq 'CM') {
> push @escaped, 'resolved';
> }
>
> s{(['\\])}{\\$1}g for @escaped; #'# help out the syntax highlighting
>
> my $search = ${$build_search_link}->(
> $queue->{Name},
> "(".join(" OR ", map "Status = '$_'", @escaped).")",
> );
>
> if ($queue->{Name} eq 'CM') {
> my @fields = map
> { "'__${_}__'" }
> (
> 'Created',
> 'Due',
> 'Resolved',
> 'Started',
> 'Starts',
> 'LastUpdated',
> )
> ;
>
> my $format = $m->interp->apply_escapes(
> join(',', @fields),
> 'u',
> );
> $search .= '='.$format;
> }
>
> return $search;
> };
>
> ${$link_all} = $umd_link_all;
> 
> <%ARGS>
> $build_search_link
> $link_all
> $link_status
> 
>
> Enjoy,
>
> -m
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com

Re: [rt-users] Changing default format of ticket list in queue?

[Matt Zagrabelny]

Hi Alex,

On Mon, Jan 30, 2017 at 11:18 AM, Alex Hall  wrote:
> Hi all,
> Where would I go to change the default format for the list of tickets shown
> when you click a queue name?

I presume you are talking about the Queue List?

 Can this be done on a queue-by-queue basis, or
> only as a modification to some template in share/html?

I don't think there is anything out of the box that will do what you
want. That being said, we use a callback to tweak the output for just
a single queue.

Note: the path may be different for the callback file location due to
us running 4.2.

# cat 
/opt/rt4/local/plugins/RT-Site-UMN-Duluth-QueueListTweaks/html/Callbacks/RT-Site-UMN-Duluth-QueueListTweaks/Elements/QueueSummaryByLifecycle/LinkBuilders
<%INIT>
my $umd_link_all = sub {
my ($queue, $all_statuses) = @_;
my @escaped = @{$all_statuses};

# People want to see resolved tickets in the calendar view
# of their QueueList - that is, for the Computer Management (CM) queue.
# Aside from this "if" statement, this sub routine was lifted from
# upstream's version.
if ($queue->{Name} eq 'CM') {
push @escaped, 'resolved';
}

s{(['\\])}{\\$1}g for @escaped; #'# help out the syntax highlighting

my $search = ${$build_search_link}->(
$queue->{Name},
"(".join(" OR ", map "Status = '$_'", @escaped).")",
);

if ($queue->{Name} eq 'CM') {
my @fields = map
{ "'__${_}__'" }
(
'Created',
'Due',
'Resolved',
'Started',
'Starts',
'LastUpdated',
)
;

my $format = $m->interp->apply_escapes(
join(',', @fields),
'u',
);
$search .= '='.$format;
}

return $search;
};

${$link_all} = $umd_link_all;

<%ARGS>
$build_search_link
$link_all
$link_status


Enjoy,

-m

[rt-users] Changing default format of ticket list in queue?

[Alex Hall]

Hi all,
Where would I go to change the default format for the list of tickets shown
when you click a queue name? Can this be done on a queue-by-queue basis, or
only as a modification to some template in share/html? I'd like to make
some global changes, but for a few queues, have the value of a
queue-specific CF in the list. Thanks for any suggestions.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com