I posted something on this last year and reported the issue
in the RT Issue tracker:
see:
http://issues.bestpractical.com/Ticket/Display.html?id=18353
The problem is that unlike ALL other times, the default value
for Told is a NULL rather than the UNIX zero of 1970.
The TicketSQL Time functions 'ignore' the NULL so you TicketSQL will not
return the Not Set values when you try Told > 'time'.
IMHO this is a bug in a very good system and hampers the use of the Told
time to identify tickets with no response.
Maybe a fix is planned.
r.
On Wed, 11 Jul 2012, Bill Cole wrote:
Date: Wed, 11 Jul 2012 15:42:08 -0400
From: Bill Cole <[email protected]>
Reply-To: "RT Users ([email protected])"
<[email protected]>
To: "RT Users ([email protected])"
<[email protected]>
Subject: Re: [rt-users] searching for tickets that haven't had a response yet?
On 11 Jul 2012, at 10:27, Roedel, Mark wrote:
What's the proper TicketSQL to return the list of tickets that don't yet
have a "Told" date set?
The answer to that may be version sensitive, since it appears to me that
there is breakage in at least versions 3.8.7, 3.8.11, and 4.0.5. You will
note that these are all not the most recent releases.
You SHOULD be able to use:
Told = '1970-01-01'
or:
Told = 'Not set'
However, neither of those criteria works. I believe they *should* because
they both work with 'Due' instead of 'Told' and those are the same data type.
They are both manipulated by RT::Date and can logically be unset for a
ticket. Unfortunately, there's also a clue to something wrong in that if you
sort a list by Due the 'Not set' tickets are before any others, but if you
sort a list by Told they sort as if Told is in the future, yet searching for
Told after the current date also fails to find those tickets.
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