A few how-to questions:

[ted]

How can the views be set so the initial view for myself as well as all staff is all open tickets sorted by most recent first?
How can I set an individual staff member's task view to show all open TASKS assigned to them and sorted by due date?
How do I as admin create a ticket view and assign it to a worker as their only view?
How can I delete a worklist?
How do I permanently delete a ticket that has been deleted but still shows up?
How do I change the default group that outgoing messages are filed in?

[Hildy]

1) Are you referring to the Overview screen or the My Workspaces screen?

2) In cerb4/plugins/cerberusweb.core/templates/menu.tpl.php, that menu bar is dynamically generated from the enabled plugin manifests. However, it would be possible to add a smarty {if} statement to watch for the "tasks" uri and change it to "tasks/overview/worker/$worker_id" (though you may need to pass $worker_id to the template also).

3) http://www.wgmdev.com/jira/browse/CHD-308 Please vote.

4) Click "customize", click "Delete" button at the bottom of the grey Customize div.

5) When "deleted", tickets are marked deleted in the database, but are not actually removed from the database until Maintenance runs (Helpdesk Setup -> Scheduler). Alternatively, you can add a Filter to the ticket list to only show items where deleted=0.

6) The Group on "send mail" is defined by your choice in the dropdown. That list is dynamically generated from the Worker's Group memberships and is sorted in alphabetical order. To force selection of one of the items, you can modify the code at cerb4/plugins/cerberusweb.core/templates/tickets/compose/index.tpl.php, near line 26. Change "{if $group_id == $team->id}selected{/if}" to "{if $group_id == 17}selected{/if}" (obviously, substitute the desired group_id for 17).

[ted]

...........

[ted]

1. Overview
2. That's way over my head. Can you put that in syntax that I just have to change the specifics and cut/paste?
3. The issue you referred me to is not exactly what I want. I want to create a view for my workers and then limit them to that. My workers just want to do their job - not learn how to customize their work area.
4. Aha. Got it.
5. I've manually run maintenance at least a dozen times, and no tickets have been removed. Shouldn't "run now" delete them?
6. In this case, I still want all options available, I just want to change the default. Is this possible?

[rfarnell]

Issue 3 is what I wanted from this post here:
http://www.cerb4.com/forums/showthread.php?t=643

You can see the subsequent JIRA ticket here which is scheduled for 4.1:
http://www.wgmdev.com/jira/browse/CHD-552

Regards,

Rob

[Hildy]

1) That's the default overview. As we discussed in chat, overview doesn't show things that are closed, waiting on customer, or likely spam

2) Where you see "c={$m->manifest->params.uri}" change it to "c={$m->manifest->params.uri}{if $m->manifest->params.uri == 'tasks'}/overview/worker/{$active_worker->id}/{/if}" (I haven't tested this.)

5) Are you sure they're marked deleted? Do they show up when you do a Mail->Search for Filter Deleted=1? Does your Worker account have the privilege to permanently delete tickets?

6) if you do that, it will still leave all of them there, it will only select one of them if that group_id matches the number you put in the {if} statement.