Q: How do I show Unowned Tickets for only the queue I care about ?

• The Unowned Tickets module on my RT At A Glance page is showing me tickets in queues I don't work in. How can I limit it to my queues?
• How do I show Unowned Tickets for only the queue I care about?

Context

• Request Tracker (RT) on help.mit.edu

Answer

Since the Unowned Tickets module is a global module, it shows you tickets you have the "right" to own across all queues in RT. If you only have permission to own tickets in your queue, that works out fine. But sometimes you may have permission to own tickets in queues you don't normally work in, or a local queue administrator may accidentally set permissions on their queue too broadly. In that case you may see a lot of tickets in the Unowned Tickets list (titled "10 newest unowned tickets") that you don't actually want to see there.

The easiest work-around is to create a version of the Unowned Tickets module that's limited to your queue(s). Here's how to do it:

1. Navigate to Tickets > New Search
2. On the Query Builder screen click on the Advanced tab
3. On the Edit Query screen, enter the following in the Query box:

   Owner = 'Nobody' AND (  Status = 'new' OR Status = 'open' ) AND Queue = 'Tooltime'
   

   (Make sure to replace the name "Tooltime" with the name of your queue)

4. Still on the Edit Query screen, enter the following in the Format box:

   '<a href="__WebPath__/Ticket/Display.html?id=__id__">__id__</a>/TITLE:#',
   '<a href="__WebPath__/Ticket/Display.html?id=__id__">__Subject__</a>/TITLE:Subject',
   '__QueueName__',
   '__ExtendedStatus__',
   '__CreatedRelative__',
   '<a href="__WebPath__/Ticket/Display.html?Action=Take&amp;id=__id__">__loc(Take)__</a>/TITLE:&nbsp; '
   

   (Probably best to cut-and-paste the above rather than trying to retype it. You should not need to make any changes.)

5. Still on the Edit Query screen, click the Apply button
6. Back on the Query Builder screen, not how your query and display columns have updated to reflect your changes on the Advanced / Edit Query screen (you could have built it all out on the Query Builder screen, but that can be more frustrating than typing things in manually)
7. Still on the Query Builder screen, select My saved searchers from the Privacy popup menu in the Saved Searches panel
8. Still on the Query Builder screen, enter Top 10 Unowned Tickets in Tooltime or something similar for your queue in the Description field in the Saved Searches panel and click the Save button
9. Navigate to your RT At A Glance configuration by going to Logged in as username > Settings > RT At A Glance
10. On the RT At A Glance configuration screen, find the module Saved Search: Unowned Tickets in Tooltime in the list of modules and add it to your Body or Summary section
11. Navigate to Home to see the results