On Mon, Aug 09, 2010 at 04:30:20PM -0300, Elton S. Fenner wrote: > Hi, > > Before asking my questions I wanna say thanks for RT. > We are celebrating the first anniversary of RT installation and just > reached ticket #25680. > > So, I'm gonna do my best to explain my needs it would be better if I could > do it in pt_BR ;-) > > First question: > ========= > We have a bunch of queues. There are 3 main areas and each area has 4 to 6 > queues. Eventually > one queue is created and another one became obsolete (disabled). > Here is an example of a query: > ( Queue = 'DTI::Suporte::Eventos' OR Queue = 'DTI::Suporte::Garantia' OR > Queue = > 'DTI::Suporte::Help' OR Queue = 'DTI::Suporte::Interno' OR Queue = > 'DTI::Suporte::Labo' OR > Queue = 'DTI::Suporte::Tecnico' ) AND ( LastUpdated < '7 days ago' AND > Status != 'resolved' ) > > I would like to do something like this (use a wildcard to all those > queues): > ( Queue = 'DTI::Suporte*' ) AND ( LastUpdated < '7 days ago' AND Status > != 'resolved' )
You can say "Queue like 'DTI::Supporte'" but because of the way the parser works, it'll go to the database with wildcards on the front and end. RT supports 'foo%' internally but doesn't expose it. > So I don't need to review my queries on any queue change. > Is it possible? > Can someone help me with that? > > Second question: > ========== > I have some graphics by month, by owner, etc. > Now I need something I don't know how to get. I need to create a graphic > that shows how much > time it toke to solve these tickets (Y = number of tickets; X = hours): > - how many tickets has been solved in 1 hour since open time; > - same as above, but 2 hours; > - same as above, but 4 hours; > - same as above, but 8 hours; > The period can be by month, 3 month, 6 month, one year... > > Is it possible to create this graphic in RT? > Can someone give me some tips to do it? > > Thanks > > -- > Elton S. Fenner, > Analista de Rede, > Assembleia Legislativa do RS > Brasil (Brazil) > +55 51 3210-1249 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com
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