I'd like to make a query to find all open tickets where the customer's been waiting for a reply for longer than N hours. It looks to me like Told is the last time the customer was replied to, and LastUpdated is the last time anything happened in the ticket. So I tried this, in the Edit Query view:
Queue = 'support' AND Status = 'open' AND Told + 1 < LastUpdated but when I apply the changes, RT says "Error near ->LastUpdated<- expecting a VALUE in ' Queue = 'support' AND Status = 'open' AND Told > LastUpdated' I'm lost" which is cute, but doesn't help me make my query. How can I do this? It's pretty straightforward SQL, but I'm not sure how to make a straight SQL query from the interface. Is there a mode where I can mark a query as "just submit it to the database as a WHERE clause, don't try to interpret it"? Or is there a better way to do what I'm looking for? thx, -- Gary _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
