Mailing List Archive

Hi Alex,

On Mon, Jan 30, 2017 at 11:18 AM, Alex Hall <ahall@autodist.com> 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 ($queue->{Name} eq 'CM') {
my @fields = map
{ "'<small>__${_}__</small>'" }
(
'Created',
'Due',
'Resolved',
'Started',
'Starts',
'LastUpdated',
)
;

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

return $search;
};

${$link_all} = $umd_link_all;
</%INIT>
<%ARGS>
$build_search_link
$link_all
$link_status
</%ARGS>

Enjoy,

-m

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 <mzagrabe@d.umn.edu>
wrote:

> Hi Alex,
>
> On Mon, Jan 30, 2017 at 11:18 AM, Alex Hall <ahall@autodist.com> 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 ($queue->{Name} eq 'CM') {
> my @fields = map
> { "'<small>__${_}__</small>'" }
> (
> 'Created',
> 'Due',
> 'Resolved',
> 'Started',
> 'Starts',
> 'LastUpdated',
> )
> ;
>
> my $format = $m->interp->apply_escapes(
> join(',', @fields),
> 'u',
> );
> $search .= '&Format='.$format;
> }
>
> return $search;
> };
>
> ${$link_all} = $umd_link_all;
> </%INIT>
> <%ARGS>
> $build_search_link
> $link_all
> $link_status
> </%ARGS>
>
> Enjoy,
>
> -m
>



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