ChangeDefaultRTAtAGlance

RT 3.6.4

With 3.6.4 you can easily modify the "RT At A Glance" summary as follows.

Adding Custom Fields to "RT At A Glance"

Here is how to add a custom field or otherwise customize the display of tickets you own and unowned tickets and have that affect all users as the default.

1. Customize the search

• Login as root.
• Click on the "Edit" link out to the right of "X highest priority tickets I own"
• You'll see a line that says: "You can also edit the predefined search itself: Search - My Tickets". Click on the "Search - My Tickets" link.
• You probably want to keep the default settings around if you are like me, so look to the right under "Saved Searches" and click the "Copy" button.
• A Privacy drop down will now appear above the description. Select "RT Systems's saved searches" and click the Save button.
• Now customize the search to your satisfaction and click Save again.

2. Replace the search

• Stay logged in as root.
• Click on Configuration
• Click on Global
• Click on "RT at a glance"
• Place the "[_1] highest priority tickets I own copy" search that you just made where you want it.

3. View the results

• Stay logged in as root.
• Click on "Home"
• If you don't see your search you may have customized your display and be overriding the default.
  • Click on "Edit" out to the right of the "RT at a glance" header (/Prefs/MyRT.html).
  • Click "Reset to default"
• For normal users to see this change you'll need to give PrivilegedUsers the ShowSavedSearches priv in Config > Global > Groups.

Problems

• Pertinent info may be found in RepairSearches.

You can put take links back in using the Display Columns section when editing the search itself Add a column of type ID with link 'Take' Best way seems to be using the Advanced section of query builder:

'<a>__id__</a>/TITLE:#',
'<a>__Subject__</a>/TITLE:Subject',
'__QueueName__',
'__ExtendedStatus__',
'__CreatedRelative__',
'<a href="/Ticket/Display.html?Action=Take&id=__id__">Take</a>/TITLE: '

This has a column at the end with a blank header with a 'Take' link for each ticket

Might not be quite as good as the original take link but it works.... RT363 JustinHayes 20070301

RT 3.5.x

NOTE: This applies only to RT 3.5.x and beyond; RT 3.4.x and prior users should search the mailing list archives, wherein will be described how to reorganize the index.html page to suit.

NOTE: JesseVincent says, "This is really dangerous if you mess it up, but I feel guilty that there isn't a supported way to do this."

From a Feb 2006 email describing how to change the default RT At A Glance view in RT 3.5.x where this is a user-configurable preference.

#####################################################################
   WARNING: IF YOU DON'T KNOW YOUR WAY AROUND A DATABASE, STOP HERE.
   It may sound harsh, but you can bugger your RT database with a
   slightly wrong command and, unless you've backed it up, you're
   hosed, hosed, hosed.
   #####################################################################
   
   The way I changed the default user setup was:
   
   1. Run this query and copy/paste the results into a text file.
      This is your emergency backup just in case:
   
      select * from attributes where name='HomepageSettings';
   
   2. Create a test user and use /Prefs/MyRT.html to set that
      user's prefs to be your new default. NOTE: You shouldn't
      use any user-owned saved searches or they'll break for
      everyone else.
   
   3. Get the test user's user ID. You can get this from the
      web interface by choosing Configuration->Users->testuser
      and noting the "id=..." part of the URL or you can query
      it from the database:
   
      select id,name,realname from users where name='TEST-USER-NAME';
   
   4. Get the content field of testuser's preferences:
   
      select content from attributes where
        name='Pref-HomepageSettings' and objectid=TEST-USER-ID;
   
      The content is just a serialized hash ref; if you want to
      see what's inside it, look at the code in _SerializeContent
      and/or _DeserializeContent in /lib/RT/Attribute_Overlay.pm
      and adapt accordingly.
   
   5. Copy-and-paste the content you got above into this query.
      It's okay that the content is multi-line; just be sure to
      paste it immediately after a single-quote and to type a single
      quote immediately after the content (no spaces before or after).
   
      NOTE: If you goof this you'll potentially hose the default
      view of RT for your users and you'll need the backup from
      step 1 to recover. Be very, very careful.
   
      update attributes set content='COPY-AND-PASTE-GOES-HERE' where
        name='HomepageSettings';
   
   ...and that should do it.