Mailing List Archive: Finding queue priority in script?

Finding queue priority in script?

Nov 1, 2016, 2:50 PM

Post #1 of 4 (1161 views)

Hi all,
It hit me the other day that instead of trying to move the priority field
out of the details view, I could simply make a custom field for priority,
then set it in a script on ticket creation.

I see in the docs how to set a ticket's priority, but is there a way to get
a queue's priority values (initial and maximum)? All our queues will likely
share priority settings, so I'm not too worried about this, but I would
prefer to base things off a given queue's settings if possible. The docs
for Queue objects mention nothing about priority, which seems like an odd
ommition. Thanks for any suggestions.

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

Re: Finding queue priority in script? [ In reply to ]

martin.wheldon at greenhills-it

Nov 2, 2016, 2:10 AM

Post #2 of 4 (1150 views)

Permalink

Hi Alex,

The file below contains a example of how to set the default values for a
queue.

share/html/Admin/Queues/DefaultValues.html

Looks like the SetDefaultValue method for Queues isn't documented or a
least I haven't found where, which seems odd
as I've always found RT to be very well documented.

Best Regards

Martin

On 2016-11-01 21:50, Alex Hall wrote:
> Hi all,
> It hit me the other day that instead of trying to move the priority
> field out of the details view, I could simply make a custom field for
> priority, then set it in a script on ticket creation.
>
> I see in the docs how to set a ticket's priority, but is there a way
> to get a queue's priority values (initial and maximum)? All our queues
> will likely share priority settings, so I'm not too worried about
> this, but I would prefer to base things off a given queue's settings
> if possible. The docs for Queue objects mention nothing about
> priority, which seems like an odd ommition. Thanks for any
> suggestions.
>
> --
>
> Alex Hall
> Automatic Distributors, IT department
> ahall@autodist.com
>
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - Q1 2017
---------
RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: Finding queue priority in script? [ In reply to ]

martin.wheldon at greenhills-it

Nov 2, 2016, 2:18 AM

Post #3 of 4 (1150 views)

Permalink

Sorry that should be DefaultValue, not SetDefaultValue.
Should read the question more closely :(

Martin

On 2016-11-02 09:10, Martin Wheldon wrote:
> Hi Alex,
>
> The file below contains a example of how to set the default values for
> a queue.
>
> share/html/Admin/Queues/DefaultValues.html
>
> Looks like the SetDefaultValue method for Queues isn't documented or a
> least I haven't found where, which seems odd
> as I've always found RT to be very well documented.
>
> Best Regards
>
> Martin
>
> On 2016-11-01 21:50, Alex Hall wrote:
>> Hi all,
>> It hit me the other day that instead of trying to move the priority
>> field out of the details view, I could simply make a custom field for
>> priority, then set it in a script on ticket creation.
>>
>> I see in the docs how to set a ticket's priority, but is there a way
>> to get a queue's priority values (initial and maximum)? All our queues
>> will likely share priority settings, so I'm not too worried about
>> this, but I would prefer to base things off a given queue's settings
>> if possible. The docs for Queue objects mention nothing about
>> priority, which seems like an odd ommition. Thanks for any
>> suggestions.
>>
>> --
>>
>> Alex Hall
>> Automatic Distributors, IT department
>> ahall@autodist.com
>>
>> ---------
>> RT 4.4 and RTIR training sessions, and a new workshop day!
>> https://bestpractical.com/training
>> * Los Angeles - Q1 2017
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - Q1 2017
---------
RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: Finding queue priority in script? [ In reply to ]

ahall at autodist

Nov 2, 2016, 10:46 AM

Post #4 of 4 (1150 views)

Permalink

Thanks, I found it. I wonder if the lack of documentation is because this
is an option under DefaultValue()? It's not wrapped to make its own
function, so maybe the docs never picked it up under what I would think of
as an expected name?

On Wed, Nov 2, 2016 at 5:18 AM, Martin Wheldon <
martin.wheldon@greenhills-it.co.uk> wrote:

> Sorry that should be DefaultValue, not SetDefaultValue.
> Should read the question more closely :(
>
> Martin
>
>
> On 2016-11-02 09:10, Martin Wheldon wrote:
>
>> Hi Alex,
>>
>> The file below contains a example of how to set the default values for a
>> queue.
>>
>> share/html/Admin/Queues/DefaultValues.html
>>
>> Looks like the SetDefaultValue method for Queues isn't documented or a
>> least I haven't found where, which seems odd
>> as I've always found RT to be very well documented.
>>
>> Best Regards
>>
>> Martin
>>
>> On 2016-11-01 21:50, Alex Hall wrote:
>>
>>> Hi all,
>>> It hit me the other day that instead of trying to move the priority
>>> field out of the details view, I could simply make a custom field for
>>> priority, then set it in a script on ticket creation.
>>>
>>> I see in the docs how to set a ticket's priority, but is there a way
>>> to get a queue's priority values (initial and maximum)? All our queues
>>> will likely share priority settings, so I'm not too worried about
>>> this, but I would prefer to base things off a given queue's settings
>>> if possible. The docs for Queue objects mention nothing about
>>> priority, which seems like an odd ommition. Thanks for any
>>> suggestions.
>>>
>>> --
>>>
>>> Alex Hall
>>> Automatic Distributors, IT department
>>> ahall@autodist.com
>>>
>>> ---------
>>> RT 4.4 and RTIR training sessions, and a new workshop day!
>>> https://bestpractical.com/training
>>> * Los Angeles - Q1 2017
>>>
>> ---------
>> RT 4.4 and RTIR training sessions, and a new workshop day!
>> https://bestpractical.com/training
>> * Los Angeles - Q1 2017
>>
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - Q1 2017
>

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