Queue Categories Extension for Request Tracker

Table of Contents

1. About
2. License
3. Support
4. Requirements
5. Installation
6. Configuration
7. Limitations

About

Allows you to categorize queues by a specific custom field.

In addition to the default functionality of custom fields, this extension utilizes the values of this custom field to group queues in the following areas:

• Queue Selection Dropdowns

  All dropdowns rendered through /Elements/SelectQueue show the queues grouped by category: ticket creation, ticket modify, bulk update, the query builder and the quick ticket creation dropdown.

  

• Queue List Dashboard Portlets

  All portlets based on /Elements/QueueSummaryByStatus and /Elements/QueueSummaryByLifecycle show a heading row per category: QueueList, QueueListAllStatuses, MyAdminQueues and MySupportQueues.

  

Queues without a category are listed first, without a group.

License

This project is licensed under the terms of the GNU General Public License Version 2.

This software is Copyright (c) 2018 by NETWAYS GmbH support@netways.de.

Support

For bugs and feature requests please head over to our issue tracker. You may also send us an email to support@netways.de for general questions or to get technical support.

Requirements

• RT 6 (for RT 4.4 use version 2.x of this extension)

Installation

Extract this extension to a temporary location.

Git clone:

cd /usr/local/src
git clone https://github.com/NETWAYS/rt-extension-queuecategories

Tarball download (latest release):

cd /usr/local/src
wget https://github.com/NETWAYS/rt-extension-queuecategories/archive/master.zip
unzip master.zip

Navigate into the source directory and install the extension.

perl Makefile.PL
make
make install

Edit your /opt/rt6/etc/RT_SiteConfig.pm

Add this line:

Plugin('RT::Extension::QueueCategories');

Clear your mason cache:

rm -rf /opt/rt6/var/mason_data/obj

Restart your webserver.

Configuration

In order to enable this extension's functionality it is required to create a custom field first. This custom field needs to be of the type "Select one value" and have the name "QueueCategory". (Although the name is configurable, see below)

Once the custom field has been created, define the categories you want to use as values for the field. Remember to apply the field to those queues you want to categorize and to manage authorization before continuing.

Now edit each queue you want to categorize and choose a value for the custom field. That's it.

Order of Categories

It's possible to adjust the order of categories by defining a sort order for each value of the custom field. If no custom sort order is provided, categories are sorted alphabetically by default.

Alternative Custom Field Name

To use an alternative name for the custom field, define $QueueCategories_CFName and provide it as a string.

Example

Plugin('RT::Extension::QueueCategories');
Set($QueueCategories_CFName, 'Queue Group');

Limitations

If $AutocompleteQueues is enabled, RT replaces the queue dropdowns with an autocomplete input. Queue categories are not displayed there.