Request Tracker

4.15Finding a queue:

4.15.1To see a list of active queues

Click Configuration -> click Queues

Under Enabled Queues, you'll see a list of just that. Click the name of any of these queues to modify it.

4.15.2To find disabled queues

Click Configuration -> click Queues -> check the Include disabled queues in listing box -> click the Go! Button.

Now you'll see a list of All Queues, including disabled queues. Click the name of any of these queues to modify it.

4.16Modifying a queue

To change a queue's basic information

Click Configuration -> click Queues -> click the name of the queue you'd like to modify.

Now you can change the queue's name, description, reply and comment addresses, priority, due date, and enabled/disabled status. Click the Save Changes button at the bottom of the page when you're done.

4.17Adding watchers to a queue

To get to the right page to add watchers to a queue:

Click Configuration -> click Queues -> click the name of the queue you'd like to modify -> click Watchers in the left side navigation bar Next, you'll need to find the right user by using the search boxes on that page and clicking the Go! Button.

4.18Deleting watchers from a queue

To remove a user from Cc or AdminCc duty on a queue:

click Configuration -> click Queues -> click the name of the queue you'd like to modify -> click Watchers in the left side navigation bar -> check the box(es) next to the user(s) you'd like to remove -> click the Save Changes button at the bottom of the page.

4.19Scrips in queues

4.19.1Creating a scrip

To add scrip to a queue:

Click Configuration -> click Queues -> click the name of the queue -> click Scrips in the left side navigation bar-> click New scrip -> type a few relevant words in the Description box -> select a condition from the Condition drop-down menu -> select an action from the Action drop-down menu - > select a template from the Template drop-down menu -> click the Submit button.

4.19.2Modifying a scrip

To modify queue scrip:

Click Configuration -> click Queues -> click the name of the queue -> click Scrips in the left side navigation bar-> click the name of the scrip to modify -> make changes -> click the Submit button

You cannot modify scrip’s that apply to all queues.

4.19.3Deleting a scrip

To delete queue scrip:

Click Configuration -> click Queues -> click the name of the queue -> click Scrips in the left side navigation bar-> check the box next to the scrip you’d like to delete -> click the Submit button.

You cannot delete scrip’s that apply to all queues.

4.20Global Scrips

4.20.1To add scrip globally

Click Configuration -> click Global -> click Scrips -> click New scrip in the left side navigation bar -> type a few relevant words in the Description box -> select a condition from the Condition drop-down menu -> select an action from the Action drop-down menu -> select a template from the Template drop-down menu -> click the Submit button.

4.20.2Modifying a scrip

To modify global scrip:

Click Configuration -> click Global -> click Scrips -> click the name of the scrip to modify -> make changes -> click the Submit button.

4.20.3Deleting a scrip

To delete global scrip:

click Configuration -> click Global -> click Scrips -> check the box next to the scrip you’d like to delete -> click the Submit button.

4.21Rights within a queue

4.21.1To grant queue rights to a group

Click Configuration -> click Queues -> click the name of the queue -> click Group Rights in the left side navigation bar -> select right(s) from the New rights list box next to the correct group(s) -> click the "Modify Group Rights" button at the bottom of the page.

The selected group(s) can now use this right in this queue only.

4.21.2To grant queue rights to a user

Click Configuration -> click Queues -> click the name of the queue -> click User Rights in the left side navigation bar -> select right(s) from the New rights list box next to the correct user(s) -> click the "Modify User Rights" button at the bottom of the page.

The selected user(s) can now use this right in this queue only.