Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status
Jesse Vincent [EMAIL PROTECTED] writes:
On Fri, Sep 05, 2008 at 10:49:35AM +0200, Espen Wiborg wrote:
Jesse Vincent [EMAIL PROTECTED] writes:
As I sad before, I'd love to take a patch :)
Something like this, perhaps?
Given the sorts of customizability people want, it might make sense to
let the admin specify SimpleSearchStatuses (so that someone could,
say, force it to only resolved).
You're actually only a couple lines away from making this a user
preference.
If you look at lib/RT/Config.pm, you can see the data structire you need
to fill in.
To get your RT-Config-Get invocation to notice user preferences, you
just need to pass in the currentuser object as an extra argument.
Right, the attached version of the patch makes SimpleSearchStatuses an absolute
configurable, overridable by user preference.
For best results, you'll need the patch in
http://rt3.fsck.com/Ticket/Display.html?id=12447
as well.
One thing, though: With this, I get Use of uninitialized value in join or
string
at /usr/local/opt/rt3/share/html/Widgets/Form/Select line 74. in the Apache
error log. It
seems to be something to do with DefaultValue, but I can't figure out how to
make it go
away...
--
Espen Wiborg [EMAIL PROTECTED]
Veritas vos liberabit
Index: lib/RT/Config.pm
===
--- lib/RT/Config.pm (revision 15886)
+++ lib/RT/Config.pm (working copy)
@@ -353,6 +353,23 @@
}
}
},
+SimpleSearchStatuses = {
+Section = 'Search',#loc
+Overridable = 1,
+SortOrder = 1,
+Widget = '/Widgets/Form/Select',
+WidgetArguments = {
+Multiple= 1,
+Description = 'Statuses included in simple search results', #loc
+Callback= sub {
+my $ret = {
+Values = [ RT::Queue-StatusArray ],
+DefaultValue = scalar RT-Config-Get('SimpleSearchStatuses'),
+};
+return $ret;
+},
+},
+},
);
my %OPTIONS = ();
Index: lib/RT/Search/Googleish.pm
===
--- lib/RT/Search/Googleish.pm (revision 15886)
+++ lib/RT/Search/Googleish.pm (working copy)
@@ -162,7 +162,8 @@
push @tql_clauses, join( OR , sort @id_clauses );
push @tql_clauses, join( OR , sort @owner_clauses );
if ( ! @status_clauses ) {
-push @tql_clauses, join( OR , map Status = '$_', RT::Queue-ActiveStatusArray());
+push @tql_clauses, join( OR , map Status = '$_',
+ RT-Config-Get('SimpleSearchStatuses', $self-TicketsObj-CurrentUser));
} else {
push @tql_clauses, join( OR , sort @status_clauses );
}
Index: etc/RT_Config.pm.in
===
--- etc/RT_Config.pm.in (revision 15886)
+++ etc/RT_Config.pm.in (working copy)
@@ -1323,6 +1323,15 @@
Set(@ActiveStatus, qw(new open stalled));
Set(@InactiveStatus, qw(resolved rejected deleted));
+=item C$SimpleSearchStatuses
+
+Tickets in these states are included in the results of a simple
+search.
+
+=cut
+
+Set(@SimpleSearchStatuses, RT-Config-Get('ActiveStatus'));
+
=item C$LinkTransactionsRun1Scrip
RT-3.4 backward compatibility setting. Add/Delete Link used to record one
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Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status
Thanks. I've bounced this to rt-bugs for review and probable application for 3.8.2 -jesse On Sep 10, 2008, at 2:26 PM, Espen Wiborg wrote: Jesse Vincent [EMAIL PROTECTED] writes: On Fri, Sep 05, 2008 at 10:49:35AM +0200, Espen Wiborg wrote: Jesse Vincent [EMAIL PROTECTED] writes: As I sad before, I'd love to take a patch :) Something like this, perhaps? Given the sorts of customizability people want, it might make sense to let the admin specify SimpleSearchStatuses (so that someone could, say, force it to only resolved). You're actually only a couple lines away from making this a user preference. If you look at lib/RT/Config.pm, you can see the data structire you need to fill in. To get your RT-Config-Get invocation to notice user preferences, you just need to pass in the currentuser object as an extra argument. Right, the attached version of the patch makes SimpleSearchStatuses an absolute configurable, overridable by user preference. For best results, you'll need the patch in http://rt3.fsck.com/Ticket/Display.html?id=12447 as well. One thing, though: With this, I get Use of uninitialized value in join or string at /usr/local/opt/rt3/share/html/Widgets/Form/Select line 74. in the Apache error log. It seems to be something to do with DefaultValue, but I can't figure out how to make it go away... -- Espen Wiborg [EMAIL PROTECTED] Veritas vos liberabit rt-customizable- simplesearchstates .patch___ 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
Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status
On Fri, Sep 05, 2008 at 10:49:35AM +0200, Espen Wiborg wrote:
Jesse Vincent [EMAIL PROTECTED] writes:
On Sep 4, 2008, at 8:42 PM, [EMAIL PROTECTED] wrote:
We are the same, much prefer searching for all unresolved and
resolved tickets in the quick search. The change has caused quite a
bit of abuse at the sysadmin (me).
As I sad before, I'd love to take a patch :)
Something like this, perhaps?
Given the sorts of customizability people want, it might make sense to
let the admin specify SimpleSearchStatuses (so that someone could,
say, force it to only resolved).
You're actually only a couple lines away from making this a user
preference.
If you look at lib/RT/Config.pm, you can see the data structire you need
to fill in.
To get your RT-Config-Get invocation to notice user preferences, you
just need to pass in the currentuser object as an extra argument.
Best,
Jesse
Index: lib/RT/Search/Googleish.pm
===
--- lib/RT/Search/Googleish.pm(revision 15777)
+++ lib/RT/Search/Googleish.pm(working copy)
@@ -162,7 +162,7 @@
push @tql_clauses, join( OR , sort @id_clauses );
push @tql_clauses, join( OR , sort @owner_clauses );
if ( ! @status_clauses ) {
-push @tql_clauses, join( OR , map Status = '$_',
RT::Queue-ActiveStatusArray());
+push @tql_clauses, join( OR , map Status = '$_',
RT::Queue-ActiveStatusArray(), RT-Config-Get('ExtraStatesInSimpleSearch'));
} else {
push @tql_clauses, join( OR , sort @status_clauses );
}
Index: etc/RT_Config.pm.in
===
--- etc/RT_Config.pm.in (revision 15777)
+++ etc/RT_Config.pm.in (working copy)
@@ -1117,6 +1117,15 @@
Set($DontSearchFileAttachments, undef);
+=item C$ExtraStatesInSimpleSearch
+
+Tickets in these states are included in the results of a simple
+search, along with any active tickets.
+
+=cut
+
+Set(@ExtraStatesInSimpleSearch, qw());
+
=item C$ChartFont
The LGD module (which RT uses for graphs) uses a builtin font that doesn't
--
Espen Wiborg [EMAIL PROTECTED] - Veritas vos liberabit
Coincidences are spiritual puns.
-- G.K. Chesterton
--
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Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status
On Thu, Sep 04, 2008 at 08:45:15PM -0400, Jesse Vincent wrote: On Sep 4, 2008, at 8:42 PM, [EMAIL PROTECTED] wrote: We are the same, much prefer searching for all unresolved and resolved tickets in the quick search. The change has caused quite a bit of abuse at the sysadmin (me). As I sad before, I'd love to take a patch :) FYI, there is a current feature request for global/per-user preference on status displayed with quicksearch: http://rt3.fsck.com/Ticket/Display.html?id=9705user=guestpass=guest Also, I posted a month ago a mail on this list with explanation of quicksearch behaviour and how to combine search arguments: http://lists.bestpractical.com/pipermail/rt-users/2008-July/052868.html ___ 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
Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status
I also wanted to be able to list all statuses in Simple Search results
in 3.8.1 so searched the wiki the list archives for a possible
solution ... ultimately finding this callback (from whom or where I
honestly don't recall or I'd give appropriate credit):
Place the file ModifyQuery into (for me anyway)
/opt/rt3/local/html/Callbacks/stuff/Search/Simple.html/ containing:
%init
my $val = $$query;
if( $val !~ /new|open|resolved|stalled|rejected|deleted/i ) {
$val = new open stalled resolved HOLD TstBenchP1 TstBenchP2
Pending-BD $val;
}
$$query = $val;
/%init
%args
$query = undef
/%args
... note that the statuses HOLD, TstBenchP1, TstBenchP2, Pending-BD
are locally added statuses and obviously wouldn't apply to anyone else's
RT installation. You should remove these add in any locally created
status you also wish to appear in Simple Search results.
For what it is worth ... and with due credit to the original author I
stole it from :o) ...
Bill Davis
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Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status
Jesse Vincent [EMAIL PROTECTED] writes:
On Sep 4, 2008, at 8:42 PM, [EMAIL PROTECTED] wrote:
We are the same, much prefer searching for all unresolved and
resolved tickets in the quick search. The change has caused quite a
bit of abuse at the sysadmin (me).
As I sad before, I'd love to take a patch :)
Something like this, perhaps?
Index: lib/RT/Search/Googleish.pm
===
--- lib/RT/Search/Googleish.pm (revision 15777)
+++ lib/RT/Search/Googleish.pm (working copy)
@@ -162,7 +162,7 @@
push @tql_clauses, join( OR , sort @id_clauses );
push @tql_clauses, join( OR , sort @owner_clauses );
if ( ! @status_clauses ) {
-push @tql_clauses, join( OR , map Status = '$_', RT::Queue-ActiveStatusArray());
+push @tql_clauses, join( OR , map Status = '$_', RT::Queue-ActiveStatusArray(), RT-Config-Get('ExtraStatesInSimpleSearch'));
} else {
push @tql_clauses, join( OR , sort @status_clauses );
}
Index: etc/RT_Config.pm.in
===
--- etc/RT_Config.pm.in (revision 15777)
+++ etc/RT_Config.pm.in (working copy)
@@ -1117,6 +1117,15 @@
Set($DontSearchFileAttachments, undef);
+=item C$ExtraStatesInSimpleSearch
+
+Tickets in these states are included in the results of a simple
+search, along with any active tickets.
+
+=cut
+
+Set(@ExtraStatesInSimpleSearch, qw());
+
=item C$ChartFont
The LGD module (which RT uses for graphs) uses a builtin font that doesn't
--
Espen Wiborg [EMAIL PROTECTED] - Veritas vos liberabit
Coincidences are spiritual puns.
-- G.K. Chesterton
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Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status
On Thu, Sep 04, 2008 at 08:39:25PM -0500, [EMAIL PROTECTED] wrote: Any thoughts (based upon feedback thus far) to simply reverting back to the old way vs. a patch to make things configurable? Yes. It's even clearer than before that different organizations have different expectations and different needs. At this point, the patch should probably end up being something that lets the user configure what statuses they want included in the quicksearch. I'll see if I can turn the contributed first pass into something that allows user configuration as an example for others contributing patches. ___ 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
Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status
I'd be happy to try to make a change, but not even really sure where to begin. From what I could see (and I could very well be very wrong) it looks like it looks at what is included in @ActiveStatus' and not @InactiveStatus and would just need to look at both @ActiveStatus and @InactiveStatus. I will see if I cannot figure out how to do this, but it may be beyond what I know how to do at this point in my perl knowledge, either that or it might be some ugly hack that is by no means good code ;) LOL Greg Evans Hood Canal Communications (360) 898-2481 ext.212 -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jesse Vincent Sent: Thursday, September 04, 2008 5:45 PM To: [EMAIL PROTECTED] Cc: RT Users Subject: Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status On Sep 4, 2008, at 8:42 PM, [EMAIL PROTECTED] wrote: We are the same, much prefer searching for all unresolved and resolved tickets in the quick search. The change has caused quite a bit of abuse at the sysadmin (me). As I sad before, I'd love to take a patch :) Best, Jesse Gordon Helmuth Ramirez wrote: On our end when we're searching for a ticket, 99% of the time its to look for something that's already been done/resolved (end users calling for status, etc). Thanks Helmuth ___ 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 ___ 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
Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status
Excellent Patch. Works like a charm :) For anyone that doesn't know how to run the patch Put the file in your rt3 directory (/opt/rt3 in my case) 'patch -p0 rt-extrastatesinsimplesearch.patch' Greg Evans Hood Canal Communications (360) 898-2481 ext.212 -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Espen Wiborg Sent: Friday, September 05, 2008 1:50 AM To: Jesse Vincent Cc: [EMAIL PROTECTED]; RT Users Subject: Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status Jesse Vincent [EMAIL PROTECTED] writes: On Sep 4, 2008, at 8:42 PM, [EMAIL PROTECTED] wrote: We are the same, much prefer searching for all unresolved and resolved tickets in the quick search. The change has caused quite a bit of abuse at the sysadmin (me). As I sad before, I'd love to take a patch :) Something like this, perhaps? ___ 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
[rt-users] Quick Search in 3.8.1 doesn't include Resolved Status
Hi everyone, A couple of my users noticed our newly upgraded version of RT (3.8.1) handles the quick searches differently from past versions (3.6.3). When they perform a Quick Search, it does not search on Resolved tickets anymore. The quick search was how we were able to quickly pull up historical resolved tickets. Is this something I can turn on globally somewhere? Cheers! Helmuth Ramirez ___ 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
Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status
On Thu, Sep 04, 2008 at 05:53:41PM -0400, Helmuth Ramirez wrote: Hi everyone, A couple of my users noticed our newly upgraded version of RT (3.8.1) handles the quick searches differently from past versions (3.6.3). When they perform a Quick Search, it does not search on Resolved tickets anymore. The quick search was how we were able to quickly pull up historical resolved tickets. Is this something I can turn on globally somewhere? I'd take a patch to make it configurable, but generally, we've found that more often than not, users want to search current tickets quickly. Limiting it to only open tickets makes the actual search much faster and less cluttered. Cheers! Helmuth Ramirez ___ 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
Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status
I'd love to say I'd write the patch, but sadly Perl (or any coding for that matter) is not my strong point. Not from a lack of trying though, I went out and bought a Perl book just to help me understand RT better :) Unfortunately I haven't used it yet :( Oh well, I'll tell them they'll have to use the standard Tickets section for their searches going forward. Thanks Jesse for the quick response. Helmuth -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Thursday, September 04, 2008 5:58 PM To: Helmuth Ramirez Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status On Thu, Sep 04, 2008 at 05:53:41PM -0400, Helmuth Ramirez wrote: Hi everyone, A couple of my users noticed our newly upgraded version of RT (3.8.1) handles the quick searches differently from past versions (3.6.3). When they perform a Quick Search, it does not search on Resolved tickets anymore. The quick search was how we were able to quickly pull up historical resolved tickets. Is this something I can turn on globally somewhere? I'd take a patch to make it configurable, but generally, we've found that more often than not, users want to search current tickets quickly. Limiting it to only open tickets makes the actual search much faster and less cluttered. Cheers! Helmuth Ramirez ___ 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
Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status
They can still search resolved by using a format like 'search term resolved' I have the same issue, in which we need to search resolved tickets as it makes it much easier to find someone since most of the people that call us don't have a clue what their email is (hard to believe I know) or have 10 different emails that they give us Greg Evans Hood Canal Communications (360) 898-2481 ext.212 -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Helmuth Ramirez Sent: Thursday, September 04, 2008 3:03 PM To: Jesse Vincent Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status I'd love to say I'd write the patch, but sadly Perl (or any coding for that matter) is not my strong point. Not from a lack of trying though, I went out and bought a Perl book just to help me understand RT better :) Unfortunately I haven't used it yet :( Oh well, I'll tell them they'll have to use the standard Tickets section for their searches going forward. Thanks Jesse for the quick response. Helmuth -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Thursday, September 04, 2008 5:58 PM To: Helmuth Ramirez Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status On Thu, Sep 04, 2008 at 05:53:41PM -0400, Helmuth Ramirez wrote: Hi everyone, A couple of my users noticed our newly upgraded version of RT (3.8.1) handles the quick searches differently from past versions (3.6.3). When they perform a Quick Search, it does not search on Resolved tickets anymore. The quick search was how we were able to quickly pull up historical resolved tickets. Is this something I can turn on globally somewhere? I'd take a patch to make it configurable, but generally, we've found that more often than not, users want to search current tickets quickly. Limiting it to only open tickets makes the actual search much faster and less cluttered. Cheers! Helmuth Ramirez ___ 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 ___ 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
Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status
Thanks Greg for the tip. That does work :) And I completely understand where you're coming from. On our end when we're searching for a ticket, 99% of the time its to look for something that's already been done/resolved (end users calling for status, etc). Thanks Helmuth -Original Message- From: Greg Evans [mailto:[EMAIL PROTECTED] Sent: Thu 9/4/2008 6:42 PM To: Helmuth Ramirez; 'Jesse Vincent' Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status They can still search resolved by using a format like 'search term resolved' I have the same issue, in which we need to search resolved tickets as it makes it much easier to find someone since most of the people that call us don't have a clue what their email is (hard to believe I know) or have 10 different emails that they give us Greg Evans Hood Canal Communications (360) 898-2481 ext.212 -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Helmuth Ramirez Sent: Thursday, September 04, 2008 3:03 PM To: Jesse Vincent Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status I'd love to say I'd write the patch, but sadly Perl (or any coding for that matter) is not my strong point. Not from a lack of trying though, I went out and bought a Perl book just to help me understand RT better :) Unfortunately I haven't used it yet :( Oh well, I'll tell them they'll have to use the standard Tickets section for their searches going forward. Thanks Jesse for the quick response. Helmuth -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Thursday, September 04, 2008 5:58 PM To: Helmuth Ramirez Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status On Thu, Sep 04, 2008 at 05:53:41PM -0400, Helmuth Ramirez wrote: Hi everyone, A couple of my users noticed our newly upgraded version of RT (3.8.1) handles the quick searches differently from past versions (3.6.3). When they perform a Quick Search, it does not search on Resolved tickets anymore. The quick search was how we were able to quickly pull up historical resolved tickets. Is this something I can turn on globally somewhere? I'd take a patch to make it configurable, but generally, we've found that more often than not, users want to search current tickets quickly. Limiting it to only open tickets makes the actual search much faster and less cluttered. Cheers! Helmuth Ramirez ___ 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 ___ 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
Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status
We are the same, much prefer searching for all unresolved and resolved tickets in the quick search. The change has caused quite a bit of abuse at the sysadmin (me). Gordon Helmuth Ramirez wrote: On our end when we're searching for a ticket, 99% of the time its to look for something that's already been done/resolved (end users calling for status, etc). Thanks Helmuth ___ 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
Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status
On Sep 4, 2008, at 8:42 PM, [EMAIL PROTECTED] wrote: We are the same, much prefer searching for all unresolved and resolved tickets in the quick search. The change has caused quite a bit of abuse at the sysadmin (me). As I sad before, I'd love to take a patch :) Best, Jesse Gordon Helmuth Ramirez wrote: On our end when we're searching for a ticket, 99% of the time its to look for something that's already been done/resolved (end users calling for status, etc). Thanks Helmuth ___ 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
Re: [rt-users] Quick Search in 3.8.1 doesn't include Resolved Status
Jessie, I guess it just depends on the size of the organization, how many queues they have, and how many open tickets are open at a given time. In our environment, we have over 30,000 resolved tickets while we usually have no more than a few dozen open in any given queue. It makes much more sense for our users to simply look at the open tickets in the queues they are responsible for rather than actually perform a search. When we perform a search, 99% of the time we are searching resolved tickets, not open tickets. In our environment, it makes much more sense to have quick searches return results of resolved and open tickets. Any thoughts (based upon feedback thus far) to simply reverting back to the old way vs. a patch to make things configurable? James Moseley I'd take a patch to make it configurable, but generally, we've found that more often than not, users want to search current tickets quickly. Limiting it to only open tickets makes the actual search much faster and less cluttered. ___ 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
