Re: [rt-users] Customizing newest unowned tickets search with user-specific data?
Anybody have any suggestions for this? Thanks. On Mon, 23 Jun 2014, Milt Epstein wrote: 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) mepst...@illinois.edu -- RT Training - Boston, September 9-10 http://bestpractical.com/training Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepst...@illinois.edu -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Customizing newest unowned tickets search with user-specific data?
I don't believe that you can achieve this with Ticket SQL, but there is another potential solution: You mention that the users are in groups for the queues relevant to them. If you configure RT so that the users can't see tickets in queues whose groups the users don't belong to, you would get the desired result without modifying the search. Whether this is acceptable in your case depends on whether your users need to see tickets in queues outside their group memberships. On 24/06/2014 2:57 am, Milt Epstein mepst...@illinois.edu wrote: 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) mepst...@illinois.edu -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Customizing newest unowned tickets search with user-specific data?
Thanks for that suggestion. In fact, what you say makes sense, and does work for the most part. But, we have a certain number of admin users (such as myself), who can see tickets in multiple queues. I was trying to set up something that would work for those users (we have certain queues that are separate enough that we would prefer not to see tickets in those queues). Sounds like we may just have to live with this though. On Tue, 1 Jul 2014, Alex Peters wrote: I don't believe that you can achieve this with Ticket SQL, but there is another potential solution: You mention that the users are in groups for the queues relevant to them. If you configure RT so that the users can't see tickets in queues whose groups the users don't belong to, you would get the desired result without modifying the search. Whether this is acceptable in your case depends on whether your users need to see tickets in queues outside their group memberships. On 24/06/2014 2:57 am, Milt Epstein mepst...@illinois.edu wrote: 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) mepst...@illinois.edu -- RT Training - Boston, September 9-10 http://bestpractical.com/training Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepst...@illinois.edu -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Customizing newest unowned tickets search with user-specific data?
Another option for those admin users is to just not use that default unowned tickets search, but instead replace that component of each admin user's page with an appropriate saved search. Depending on how frequently your admin users need to access all queues, and if it makes sense in your situation, you could potentially create two accounts per admin user—one for admin tasks and one for regular tasks. On 01/07/2014 8:40 am, Milt Epstein mepst...@illinois.edu wrote: Thanks for that suggestion. In fact, what you say makes sense, and does work for the most part. But, we have a certain number of admin users (such as myself), who can see tickets in multiple queues. I was trying to set up something that would work for those users (we have certain queues that are separate enough that we would prefer not to see tickets in those queues). Sounds like we may just have to live with this though. On Tue, 1 Jul 2014, Alex Peters wrote: I don't believe that you can achieve this with Ticket SQL, but there is another potential solution: You mention that the users are in groups for the queues relevant to them. If you configure RT so that the users can't see tickets in queues whose groups the users don't belong to, you would get the desired result without modifying the search. Whether this is acceptable in your case depends on whether your users need to see tickets in queues outside their group memberships. On 24/06/2014 2:57 am, Milt Epstein mepst...@illinois.edu wrote: 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) mepst...@illinois.edu -- RT Training - Boston, September 9-10 http://bestpractical.com/training Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepst...@illinois.edu -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Customizing newest unowned tickets search with user-specific data?
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) mepst...@illinois.edu -- RT Training - Boston, September 9-10 http://bestpractical.com/training
