On Thu, Jan 02, 2014 at 01:33:03PM -0800, Ram wrote: > We have a class of requests that require us to take an action which may > take a few weeks; in > these cases the support folks set a reminder for e.g. 3 weeks. We don't to > close these tickets > b/c they are still being serviced and should show up in the various > reports that check for > ticket status. OTOH these aren't stagnant tickets in the sense that they > are correctly on hold > for a few weeks. > One of the users asked if we can modify the 'my stagnant tickets' search > to omit tickets that > have an open reminder set. This seems like a reasonable approach. Anyone > know how to do this > using RT Ticket Searches?
While you can search for tickets with Links (or tickets linked to a specific ticket) using syntax such as DependedOnBy = 12345 or DependedOnBy IS [NOT] NULL, you cannot search on attributes of the object on the far side of the link (You want to be able to write ReferredToBy.Type = 'reminder' to find tickets with a refers to link to tickets with type reminder). If you never use links other than Reminders, you could just hide tickets which have a ReferredToBy. Alternately, you could stick tickets into another status instead of using reminders (or in addition to using reminders) and exclude that status. I often will put a ticket into 'pending' with a due date, which makes it trivial to search for and avoids dealing with Reminders. -kevin
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