Re: [rt-users] Default queue and the correspondence address.
Thanks, I figured that's what was going on. It works for us to have General as the catch-all. If we run into issues I'll change the General queue to have an actual email address. On 5/9/2013 2:44 PM, Alex Vandiver wrote: On Thu, 2013-05-09 at 14:35 -0500, Russell Jones wrote: I did, I do not have a --queue defined for the correspondence alias, only "--action correspond", which is what raised this question of "Why is this working?" :-) RT defaults to queue id 1 on tickets from the mailgate if you don't specify one; the CorrespondAddress is only used when generating incoming mail, as there may be multiple aliases that feed into the same queue. You probably want to adjust your aliases to provide queues for all of your incoming email addresses. - Alex -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Default queue and the correspondence address.
On Thu, 2013-05-09 at 14:35 -0500, Russell Jones wrote: > I did, I do not have a --queue defined for the correspondence alias, > only "--action correspond", which is what raised this question of "Why > is this working?" :-) RT defaults to queue id 1 on tickets from the mailgate if you don't specify one; the CorrespondAddress is only used when generating incoming mail, as there may be multiple aliases that feed into the same queue. You probably want to adjust your aliases to provide queues for all of your incoming email addresses. - Alex -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Default queue and the correspondence address.
Thanks Alex, I did, I do not have a --queue defined for the correspondence alias, only "--action correspond", which is what raised this question of "Why is this working?" :-) On 5/9/2013 2:29 PM, Alex Vandiver wrote: On Thu, 2013-05-09 at 10:18 -0500, Russell Jones wrote: I have noticed that when sending a new email to my CorrespondenceAddress, a new ticket is created in my "General" queue. I now noticed that the DefaultQueue setting is not the reasoning for this behavior according to the manual, and I am unable to find why this is happening. Look at your incoming mail aliases. The --queue option to rt-mailgate controls where tickets are created. - Alex -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Default queue and the correspondence address.
On Thu, 2013-05-09 at 10:18 -0500, Russell Jones wrote: > I have noticed that when sending a new email to my > CorrespondenceAddress, a new ticket is created in my "General" queue. I > now noticed that the DefaultQueue setting is not the reasoning for this > behavior according to the manual, and I am unable to find why this is > happening. Look at your incoming mail aliases. The --queue option to rt-mailgate controls where tickets are created. - Alex -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Default queue for selfservice
Thanks Roy :) Amazing how far a bit of common sense can go! Regards, Jim -Original Message- From: Raed El-Hames [mailto:r...@vialtus.com] Sent: 30 April 2009 18:14 To: Jim Tambling Cc: rt-us...@bestpractical.com Subject: Re: [rt-users] Default queue for selfservice Jim; Have you allowed unprivileged users to create tickets in different queue/s; In Queues/Your-Queue/GlobalRights , give the system group Everyone create ticket priv and remove this right from the General queue, if you don't wish them to create any tickets there Note you can give this right to more than one queue. Roy Jim Tambling wrote: > > Hi, > > > > How can I change the default q for self-service requests? At the > moment all tickets raised by unprivileged users go to "General" but I > would like them to go to a different queue. > > > > Thanks, Jim > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Default queue for selfservice
Jim; Have you allowed unprivileged users to create tickets in different queue/s; In Queues/Your-Queue/GlobalRights , give the system group Everyone create ticket priv and remove this right from the General queue, if you don't wish them to create any tickets there Note you can give this right to more than one queue. Roy Jim Tambling wrote: > > Hi, > > > > How can I change the default q for self-service requests? At the > moment all tickets raised by unprivileged users go to “General” but I > would like them to go to a different queue. > > > > Thanks, Jim > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] default queue
You want something strange. Rights wouldn't help you. You can play with portlets on users' home page to show them unowned tickets by default or play with other searches. On Thu, Apr 30, 2009 at 12:52 AM, wrote: > How do I make the 50 highest priority unowned ticket display only display > tickets for a specific queue? > I have users who can see stuff in the general support and billing queue, > but I only want them to see unowned tickets by default in the billing > queue. > > Thanks. > > -- Kelly Prescott > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sa...@bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Default Queue???
Perfect! Thanks, Aaron Sallade' Application Manager PTSO of Washington "Shared Technology for Community Health" (206) 613-8938 Desk (206) 521-8833 Main (206) 613-5078 Fax [EMAIL PROTECTED] -Original Message- From: Stephen Turner [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 1:09 PM To: Aaron Sallade; Tim Gustafson; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Default Queue??? At Monday 4/14/2008 03:58 PM, Aaron Sallade wrote: >I did not see the spot for default there. Am I missing it? I think if you do this (in SelectNewTicketQueue), it should work: <& /Elements/SelectQueue, Name => 'Queue', %ARGS, ShowNullOption => 0, ShowAllQueues => 0, Default => nnn &> where nnn is your desired default Steve ___ 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] Default Queue???
At Monday 4/14/2008 03:58 PM, Aaron Sallade wrote: >I did not see the spot for default there. Am I missing it? I think if you do this (in SelectNewTicketQueue), it should work: <& /Elements/SelectQueue, Name => 'Queue', %ARGS, ShowNullOption => 0, ShowAllQueues => 0, Default => nnn &> where nnn is your desired default Steve ___ 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] Default Queue???
I did not see the spot for default there. Am I missing it? Aaron Sallade' Application Manager PTSO of Washington "Shared Technology for Community Health" (206) 613-8938 Desk (206) 521-8833 Main (206) 613-5078 Fax [EMAIL PROTECTED] -Original Message- From: Stephen Turner [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 12:49 PM To: Aaron Sallade; Tim Gustafson; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? At Monday 4/14/2008 03:39 PM, Aaron Sallade wrote: >In 3.6.6 it is at >/html/Elements/SelectQueue > >I just tried it and it works great. Be careful - SelectQueue is also used in a few places other than the 'new ticket' drop down. If you only want to change the default in the 'new ticket' drop down you should probably be looking at Elements/SelectNewTicketQueue . Steve ___ 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] Default Queue???
At Monday 4/14/2008 03:39 PM, Aaron Sallade wrote: >In 3.6.6 it is at >/html/Elements/SelectQueue > >I just tried it and it works great. Be careful - SelectQueue is also used in a few places other than the 'new ticket' drop down. If you only want to change the default in the 'new ticket' drop down you should probably be looking at Elements/SelectNewTicketQueue . Steve ___ 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] Default Queue???
In 3.6.6 it is at /html/Elements/SelectQueue I just tried it and it works great. Aaron Sallade' Application Manager PTSO of Washington "Shared Technology for Community Health" (206) 613-8938 Desk (206) 521-8833 Main (206) 613-5078 Fax [EMAIL PROTECTED] -Original Message- From: Tim Gustafson [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 12:05 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Ahh, that's exactly what I'm looking for. Thanks! Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Jason A. Smith [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 11:05 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Hi Tim, I don't know what version of RT you have there, but we are still using an older 3.4.5 version here. In this version, the code you want to look for is in: /var/rt/html/Elements/SelectNewTicketQueue Near the end, it sets: $Default => 0 This sets the 'SELECTED' attribute in the html tag in the code above when it loops through the Queues. The Id is an RT internal Id number, which you can see as Admin when Configuring the Queues. The correct way to change this is to copy that file to the local RT html directory, for our installation it would be here: /usr/local/rt/html/Elements/SelectNewTicketQueue make the changes you want and restart apache. ~Jason On Mon, 2008-04-14 at 10:28 -0700, Tim Gustafson wrote: > Drew, > > The queue that's selected by default right now is "Techstaff". There are 6 > other queues ahead of that queue, including "BELS" and "Faculty Services". > The list is selecting "Techstaff", the 6th entry, by default. I've already > done some research into the code that makes this selection, and the > "Default" queue is indeed being pulled from the user's session, but I can't > seem to find where that default is being set. > > Tim Gustafson > SOE Webmaster > UC Santa Cruz > [EMAIL PROTECTED] > (831) 459-5354 > > > -Original Message----- > From: Drew Barnes [mailto:[EMAIL PROTECTED] > Sent: Monday, April 14, 2008 10:24 AM > To: Tim Gustafson > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Default Queue??? > > On our system, our lowercase queues appear first, then capitalized. I > just named queues accordingly. > > > Tim Gustafson wrote: > > Yes, there is a drop-down. I'm asking how to change the default selected > > item in that drop-down. > > > > Tim Gustafson > > SOE Webmaster > > UC Santa Cruz > > [EMAIL PROTECTED] > > (831) 459-5354 > > > > > > -Original Message- > > From: Kenneth Crocker [mailto:[EMAIL PROTECTED] > > Sent: Monday, April 14, 2008 9:42 AM > > To: Tim Gustafson > > Cc: rt-users@lists.bestpractical.com > > Subject: Re: [rt-users] Default Queue??? > > > > Tim, > > > > > > There should be a drop-down that displays the Queue's available to > > the > > current user. It is usually in alphabetical order. There may be a way to > > change that, but I don't know of it. > > > > > > Kenn > > LBNL > > > > On 4/11/2008 4:37 PM, Tim Gustafson wrote: > > > >> Hello everyone! > >> > >> Please forgive the potentially silly question, but I've Google this and > >> haven't been able to come up with anything. > >> > >> Where the heck do you set the default queue for new tickets when users > >> > > click > > > >> the "New ticket in" button at the top of the screen? > >> > >> Tim Gustafson > >> SOE Webmaster > >> UC Santa Cruz > >> [EMAIL PROTECTED] > >> (831) 459-5354 > >> > >> > >> ___ > >> 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 E
Re: [rt-users] Default Queue???
Ahh, that's exactly what I'm looking for. Thanks! Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Jason A. Smith [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 11:05 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Hi Tim, I don't know what version of RT you have there, but we are still using an older 3.4.5 version here. In this version, the code you want to look for is in: /var/rt/html/Elements/SelectNewTicketQueue Near the end, it sets: $Default => 0 This sets the 'SELECTED' attribute in the html tag in the code above when it loops through the Queues. The Id is an RT internal Id number, which you can see as Admin when Configuring the Queues. The correct way to change this is to copy that file to the local RT html directory, for our installation it would be here: /usr/local/rt/html/Elements/SelectNewTicketQueue make the changes you want and restart apache. ~Jason On Mon, 2008-04-14 at 10:28 -0700, Tim Gustafson wrote: > Drew, > > The queue that's selected by default right now is "Techstaff". There are 6 > other queues ahead of that queue, including "BELS" and "Faculty Services". > The list is selecting "Techstaff", the 6th entry, by default. I've already > done some research into the code that makes this selection, and the > "Default" queue is indeed being pulled from the user's session, but I can't > seem to find where that default is being set. > > Tim Gustafson > SOE Webmaster > UC Santa Cruz > [EMAIL PROTECTED] > (831) 459-5354 > > > -Original Message- > From: Drew Barnes [mailto:[EMAIL PROTECTED] > Sent: Monday, April 14, 2008 10:24 AM > To: Tim Gustafson > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Default Queue??? > > On our system, our lowercase queues appear first, then capitalized. I > just named queues accordingly. > > > Tim Gustafson wrote: > > Yes, there is a drop-down. I'm asking how to change the default selected > > item in that drop-down. > > > > Tim Gustafson > > SOE Webmaster > > UC Santa Cruz > > [EMAIL PROTECTED] > > (831) 459-5354 > > > > > > -Original Message- > > From: Kenneth Crocker [mailto:[EMAIL PROTECTED] > > Sent: Monday, April 14, 2008 9:42 AM > > To: Tim Gustafson > > Cc: rt-users@lists.bestpractical.com > > Subject: Re: [rt-users] Default Queue??? > > > > Tim, > > > > > > There should be a drop-down that displays the Queue's available to > > the > > current user. It is usually in alphabetical order. There may be a way to > > change that, but I don't know of it. > > > > > > Kenn > > LBNL > > > > On 4/11/2008 4:37 PM, Tim Gustafson wrote: > > > >> Hello everyone! > >> > >> Please forgive the potentially silly question, but I've Google this and > >> haven't been able to come up with anything. > >> > >> Where the heck do you set the default queue for new tickets when users > >> > > click > > > >> the "New ticket in" button at the top of the screen? > >> > >> Tim Gustafson > >> SOE Webmaster > >> UC Santa Cruz > >> [EMAIL PROTECTED] > >> (831) 459-5354 > >> > >> > >> ___ > >> 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 > -- /--\ | Jason A. Smith Email: [EMAIL PROTECTED] | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ ___ 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] Default Queue???
11 Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 10:37 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? What is the numerical id of that queue? Tim Gustafson wrote: > Drew, > > The queue that's selected by default right now is "Techstaff". There are 6 > other queues ahead of that queue, including "BELS" and "Faculty Services". > The list is selecting "Techstaff", the 6th entry, by default. I've already > done some research into the code that makes this selection, and the > "Default" queue is indeed being pulled from the user's session, but I can't > seem to find where that default is being set. > > Tim Gustafson > SOE Webmaster > UC Santa Cruz > [EMAIL PROTECTED] > (831) 459-5354 > > > -Original Message- > From: Drew Barnes [mailto:[EMAIL PROTECTED] > Sent: Monday, April 14, 2008 10:24 AM > To: Tim Gustafson > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Default Queue??? > > On our system, our lowercase queues appear first, then capitalized. I > just named queues accordingly. > > > Tim Gustafson wrote: > >> Yes, there is a drop-down. I'm asking how to change the default selected >> item in that drop-down. >> >> Tim Gustafson >> SOE Webmaster >> UC Santa Cruz >> [EMAIL PROTECTED] >> (831) 459-5354 >> >> >> -Original Message- >> From: Kenneth Crocker [mailto:[EMAIL PROTECTED] >> Sent: Monday, April 14, 2008 9:42 AM >> To: Tim Gustafson >> Cc: rt-users@lists.bestpractical.com >> Subject: Re: [rt-users] Default Queue??? >> >> Tim, >> >> >> There should be a drop-down that displays the Queue's available to >> the >> current user. It is usually in alphabetical order. There may be a way to >> change that, but I don't know of it. >> >> >> Kenn >> LBNL >> >> On 4/11/2008 4:37 PM, Tim Gustafson wrote: >> >> >>> Hello everyone! >>> >>> Please forgive the potentially silly question, but I've Google this and >>> haven't been able to come up with anything. >>> >>> Where the heck do you set the default queue for new tickets when users >>> >>> >> click >> >> >>> the "New ticket in" button at the top of the screen? >>> >>> Tim Gustafson >>> SOE Webmaster >>> UC Santa Cruz >>> [EMAIL PROTECTED] >>> (831) 459-5354 >>> >>> >>> ___ >>> 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 > ___ 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] Default Queue???
Hi Tim, I don't know what version of RT you have there, but we are still using an older 3.4.5 version here. In this version, the code you want to look for is in: /var/rt/html/Elements/SelectNewTicketQueue Near the end, it sets: $Default => 0 This sets the 'SELECTED' attribute in the html tag in the code above when it loops through the Queues. The Id is an RT internal Id number, which you can see as Admin when Configuring the Queues. The correct way to change this is to copy that file to the local RT html directory, for our installation it would be here: /usr/local/rt/html/Elements/SelectNewTicketQueue make the changes you want and restart apache. ~Jason On Mon, 2008-04-14 at 10:28 -0700, Tim Gustafson wrote: > Drew, > > The queue that's selected by default right now is "Techstaff". There are 6 > other queues ahead of that queue, including "BELS" and "Faculty Services". > The list is selecting "Techstaff", the 6th entry, by default. I've already > done some research into the code that makes this selection, and the > "Default" queue is indeed being pulled from the user's session, but I can't > seem to find where that default is being set. > > Tim Gustafson > SOE Webmaster > UC Santa Cruz > [EMAIL PROTECTED] > (831) 459-5354 > > > -Original Message- > From: Drew Barnes [mailto:[EMAIL PROTECTED] > Sent: Monday, April 14, 2008 10:24 AM > To: Tim Gustafson > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Default Queue??? > > On our system, our lowercase queues appear first, then capitalized. I > just named queues accordingly. > > > Tim Gustafson wrote: > > Yes, there is a drop-down. I'm asking how to change the default selected > > item in that drop-down. > > > > Tim Gustafson > > SOE Webmaster > > UC Santa Cruz > > [EMAIL PROTECTED] > > (831) 459-5354 > > > > > > -Original Message- > > From: Kenneth Crocker [mailto:[EMAIL PROTECTED] > > Sent: Monday, April 14, 2008 9:42 AM > > To: Tim Gustafson > > Cc: rt-users@lists.bestpractical.com > > Subject: Re: [rt-users] Default Queue??? > > > > Tim, > > > > > > There should be a drop-down that displays the Queue's available to > > the > > current user. It is usually in alphabetical order. There may be a way to > > change that, but I don't know of it. > > > > > > Kenn > > LBNL > > > > On 4/11/2008 4:37 PM, Tim Gustafson wrote: > > > >> Hello everyone! > >> > >> Please forgive the potentially silly question, but I've Google this and > >> haven't been able to come up with anything. > >> > >> Where the heck do you set the default queue for new tickets when users > >> > > click > > > >> the "New ticket in" button at the top of the screen? > >> > >> Tim Gustafson > >> SOE Webmaster > >> UC Santa Cruz > >> [EMAIL PROTECTED] > >> (831) 459-5354 > >> > >> > >> ___ > >> 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 > -- /--\ | Jason A. Smith Email: [EMAIL PROTECTED] | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ ___ 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] Default Queue???
What is the numerical id of that queue? Tim Gustafson wrote: > Drew, > > The queue that's selected by default right now is "Techstaff". There are 6 > other queues ahead of that queue, including "BELS" and "Faculty Services". > The list is selecting "Techstaff", the 6th entry, by default. I've already > done some research into the code that makes this selection, and the > "Default" queue is indeed being pulled from the user's session, but I can't > seem to find where that default is being set. > > Tim Gustafson > SOE Webmaster > UC Santa Cruz > [EMAIL PROTECTED] > (831) 459-5354 > > > -Original Message- > From: Drew Barnes [mailto:[EMAIL PROTECTED] > Sent: Monday, April 14, 2008 10:24 AM > To: Tim Gustafson > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Default Queue??? > > On our system, our lowercase queues appear first, then capitalized. I > just named queues accordingly. > > > Tim Gustafson wrote: > >> Yes, there is a drop-down. I'm asking how to change the default selected >> item in that drop-down. >> >> Tim Gustafson >> SOE Webmaster >> UC Santa Cruz >> [EMAIL PROTECTED] >> (831) 459-5354 >> >> >> -Original Message- >> From: Kenneth Crocker [mailto:[EMAIL PROTECTED] >> Sent: Monday, April 14, 2008 9:42 AM >> To: Tim Gustafson >> Cc: rt-users@lists.bestpractical.com >> Subject: Re: [rt-users] Default Queue??? >> >> Tim, >> >> >> There should be a drop-down that displays the Queue's available to >> the >> current user. It is usually in alphabetical order. There may be a way to >> change that, but I don't know of it. >> >> >> Kenn >> LBNL >> >> On 4/11/2008 4:37 PM, Tim Gustafson wrote: >> >> >>> Hello everyone! >>> >>> Please forgive the potentially silly question, but I've Google this and >>> haven't been able to come up with anything. >>> >>> Where the heck do you set the default queue for new tickets when users >>> >>> >> click >> >> >>> the "New ticket in" button at the top of the screen? >>> >>> Tim Gustafson >>> SOE Webmaster >>> UC Santa Cruz >>> [EMAIL PROTECTED] >>> (831) 459-5354 >>> >>> >>> ___ >>> 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 > ___ 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] Default Queue???
Drew, The queue that's selected by default right now is "Techstaff". There are 6 other queues ahead of that queue, including "BELS" and "Faculty Services". The list is selecting "Techstaff", the 6th entry, by default. I've already done some research into the code that makes this selection, and the "Default" queue is indeed being pulled from the user's session, but I can't seem to find where that default is being set. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 10:24 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? On our system, our lowercase queues appear first, then capitalized. I just named queues accordingly. Tim Gustafson wrote: > Yes, there is a drop-down. I'm asking how to change the default selected > item in that drop-down. > > Tim Gustafson > SOE Webmaster > UC Santa Cruz > [EMAIL PROTECTED] > (831) 459-5354 > > > -Original Message- > From: Kenneth Crocker [mailto:[EMAIL PROTECTED] > Sent: Monday, April 14, 2008 9:42 AM > To: Tim Gustafson > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Default Queue??? > > Tim, > > > There should be a drop-down that displays the Queue's available to > the > current user. It is usually in alphabetical order. There may be a way to > change that, but I don't know of it. > > > Kenn > LBNL > > On 4/11/2008 4:37 PM, Tim Gustafson wrote: > >> Hello everyone! >> >> Please forgive the potentially silly question, but I've Google this and >> haven't been able to come up with anything. >> >> Where the heck do you set the default queue for new tickets when users >> > click > >> the "New ticket in" button at the top of the screen? >> >> Tim Gustafson >> SOE Webmaster >> UC Santa Cruz >> [EMAIL PROTECTED] >> (831) 459-5354 >> >> >> ___ >> 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] Default Queue???
On our system, our lowercase queues appear first, then capitalized. I just named queues accordingly. Tim Gustafson wrote: > Yes, there is a drop-down. I'm asking how to change the default selected > item in that drop-down. > > Tim Gustafson > SOE Webmaster > UC Santa Cruz > [EMAIL PROTECTED] > (831) 459-5354 > > > -Original Message- > From: Kenneth Crocker [mailto:[EMAIL PROTECTED] > Sent: Monday, April 14, 2008 9:42 AM > To: Tim Gustafson > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Default Queue??? > > Tim, > > > There should be a drop-down that displays the Queue's available to > the > current user. It is usually in alphabetical order. There may be a way to > change that, but I don't know of it. > > > Kenn > LBNL > > On 4/11/2008 4:37 PM, Tim Gustafson wrote: > >> Hello everyone! >> >> Please forgive the potentially silly question, but I've Google this and >> haven't been able to come up with anything. >> >> Where the heck do you set the default queue for new tickets when users >> > click > >> the "New ticket in" button at the top of the screen? >> >> Tim Gustafson >> SOE Webmaster >> UC Santa Cruz >> [EMAIL PROTECTED] >> (831) 459-5354 >> >> >> ___ >> 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] Default Queue???
Yes, there is a drop-down. I'm asking how to change the default selected item in that drop-down. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 9:42 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Tim, There should be a drop-down that displays the Queue's available to the current user. It is usually in alphabetical order. There may be a way to change that, but I don't know of it. Kenn LBNL On 4/11/2008 4:37 PM, Tim Gustafson wrote: > Hello everyone! > > Please forgive the potentially silly question, but I've Google this and > haven't been able to come up with anything. > > Where the heck do you set the default queue for new tickets when users click > the "New ticket in" button at the top of the screen? > > Tim Gustafson > SOE Webmaster > UC Santa Cruz > [EMAIL PROTECTED] > (831) 459-5354 > > > ___ > 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] Default Queue???
Tim, There should be a drop-down that displays the Queue's available to the current user. It is usually in alphabetical order. There may be a way to change that, but I don't know of it. Kenn LBNL On 4/11/2008 4:37 PM, Tim Gustafson wrote: > Hello everyone! > > Please forgive the potentially silly question, but I've Google this and > haven't been able to come up with anything. > > Where the heck do you set the default queue for new tickets when users click > the "New ticket in" button at the top of the screen? > > Tim Gustafson > SOE Webmaster > UC Santa Cruz > [EMAIL PROTECTED] > (831) 459-5354 > > > ___ > 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] Default Queue???
Drew,
Thanks! That code is giving me a bit of insight now. It appears that the
default is being loaded from the user's profile:
SelectQueue:47
==
% my $d = new RT::Queue($session{'CurrentUser'});
% $d->Load($Default);
SelectQueue:57
==
Id eq $Default ? 'SELECTED' : '')%>><%$queue->Nam
e%>
So, the question is: where does the $Default value get stored in the
database, and how does one update that information? I poked around in the
Users, CustomFields and FM_CustomFields tables and couldn't find anything.
Tim Gustafson
SOE Webmaster
UC Santa Cruz
[EMAIL PROTECTED]
(831) 459-5354
-Original Message-
From: Drew Barnes [mailto:[EMAIL PROTECTED]
Sent: Monday, April 14, 2008 8:27 AM
To: Tim Gustafson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???
It's probably using the queue's id. Look in share/html/Elements/SelectQueue
Tim Gustafson wrote:
> Actually, I don't think it is. Right now, it's using 'Techstaff', when
> there are about 5 others ahead of that queue ('Bels', 'Faculty Services',
> etc).
>
> Tim Gustafson
> SOE Webmaster
> UC Santa Cruz
> [EMAIL PROTECTED]
> (831) 459-5354
>
>
> -Original Message-
> From: Gene LeDuc [mailto:[EMAIL PROTECTED]
> Sent: Monday, April 14, 2008 8:23 AM
> To: Tim Gustafson; rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Default Queue???
>
> Hi Tim,
>
> I'm pretty sure it's just the first one alphabetically.
>
> At 04:37 PM 4/11/2008, Tim Gustafson wrote:
>
>> Hello everyone!
>>
>> Please forgive the potentially silly question, but I've Google this and
>> haven't been able to come up with anything.
>>
>> Where the heck do you set the default queue for new tickets when users
>>
> click
>
>> the "New ticket in" button at the top of the screen?
>>
>
>
>
___
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] Default Queue???
It's probably using the queue's id. Look in share/html/Elements/SelectQueue
Tim Gustafson wrote:
> Actually, I don't think it is. Right now, it's using 'Techstaff', when
> there are about 5 others ahead of that queue ('Bels', 'Faculty Services',
> etc).
>
> Tim Gustafson
> SOE Webmaster
> UC Santa Cruz
> [EMAIL PROTECTED]
> (831) 459-5354
>
>
> -Original Message-
> From: Gene LeDuc [mailto:[EMAIL PROTECTED]
> Sent: Monday, April 14, 2008 8:23 AM
> To: Tim Gustafson; rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Default Queue???
>
> Hi Tim,
>
> I'm pretty sure it's just the first one alphabetically.
>
> At 04:37 PM 4/11/2008, Tim Gustafson wrote:
>
>> Hello everyone!
>>
>> Please forgive the potentially silly question, but I've Google this and
>> haven't been able to come up with anything.
>>
>> Where the heck do you set the default queue for new tickets when users
>>
> click
>
>> the "New ticket in" button at the top of the screen?
>>
>
>
>
___
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] Default Queue???
Actually, I don't think it is. Right now, it's using 'Techstaff', when
there are about 5 others ahead of that queue ('Bels', 'Faculty Services',
etc).
Tim Gustafson
SOE Webmaster
UC Santa Cruz
[EMAIL PROTECTED]
(831) 459-5354
-Original Message-
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Monday, April 14, 2008 8:23 AM
To: Tim Gustafson; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???
Hi Tim,
I'm pretty sure it's just the first one alphabetically.
At 04:37 PM 4/11/2008, Tim Gustafson wrote:
>Hello everyone!
>
>Please forgive the potentially silly question, but I've Google this and
>haven't been able to come up with anything.
>
>Where the heck do you set the default queue for new tickets when users
click
>the "New ticket in" button at the top of the screen?
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
___
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] Default Queue???
Hi Tim, I'm pretty sure it's just the first one alphabetically. At 04:37 PM 4/11/2008, Tim Gustafson wrote: >Hello everyone! > >Please forgive the potentially silly question, but I've Google this and >haven't been able to come up with anything. > >Where the heck do you set the default queue for new tickets when users click >the "New ticket in" button at the top of the screen? -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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
