#5695 NORM Never A: (1) RT needs "Category" field in default view of help at laptopDOTorg (2) make "Category" easily settable for Support Volunteers

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#5695: (1) RT needs "Category" field in default view of help at laptopDOTorg (2) make
"Category" easily settable for Support Volunteers
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 Reporter:  holt                     |       Owner:  djbclark      
     Type:  enhancement              |      Status:  new           
 Priority:  normal                   |   Milestone:  Never Assigned
Component:  infrastructure-internal  |     Version:                
 Keywords:                           |    Verified:  0             
 Blocking:                           |   Blockedby:                
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 SJ asks that I post this bug for Support Volunteer DBennett -- both he & I
 (Holt) endorse his idea and his mockup query below, that enables this:

 (1) Allow all of OLPC's growing number of Support Volunteers to see all
 email tickets' "Category" field, for all each Volunteer to act upon right
 after login, as an additional column table on the right side of our queue
 containing all mail tickets sent to "help AT laptop.org"

 Specifically, as soon as Support Volunteers log into http:/rt.laptop.org
 -- they should see a "help" button that leads to this more
 meaningful/contextualized view of all donors/customers email tickets they
 are helping to answer.  Presumably this "help" button should be within the
 "Quick search" portlet (on the top-right of the page) just like the
 current "help" button.

 (2) In addition, Support Volunteers should not be hassled -- they truly
 should be allowed to set (or change) each ticket's Category field as part
 of their regular workflow.  Unfortunately, right now Support Volunteers
 are forced into dead-end pages when setting an email ticket's Category --
 a huge/kludgy time-waster.


 Here's DBennett's specific detailed request:


 Subject: possibility of showing custom category info in the help queue
 From: (DBennett)

 I was playing around with RT this evening and found out that you can
 include CustomField.{Category} to query results.

 This is our drop-down categorizing the tickets [created by KQuirk]

 I haven't been able to figure out how to get the quick link to the help
 queue to display this information, but I have been able to save a search
 in the "saved support searches" drop down list called "Help queue with
 category!".

 You can access this search by using the nav bar on the left side of RT and
 going to Tickets->Edit Search->Saved Searches (box at middle-right of
 search editor screen)->Load Saved Search->Help queue with category!

 Do you think we can get this search to associate with the current "Help"
 quick search link that everyone is already trained to use, OR possibly
 train them to use this new method?

 Obviously, option 1 would be easier than 2, but it's really helpful to be
 able to see ticket categorizations (or lack there of) without having to
 drill into an individual ticket.

-- 
Ticket URL: <http://dev.laptop.org/ticket/5695>
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