Re: [rt-users] Search Ticket Transaction History in Query Builder?
Excellent suggestion! This is how I ended up doing it and Operations is testing
it now.
I created a custom field named Last Reopened Date and applied that to the
Queues I care about.
I then added this scrip to the queues in question.
Description: On Reopen Set Date
Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: Transactioncreate
Custom Condition:
my $txn = $self-TransactionObj;
my $type = $txn-Type;
unless (
($type eq Status) ||
($type eq 'Set' $txn-Field eq 'Status') ||
($txn-OldValue eq resolved) ||
($txn-OldValue eq stalled) ||
($txn-NewValue eq open) ||
($txn-Data eq 'Ticket auto-opened on incoming correspondence')
) {
return 0;
}
return 1;
Custom action cleanup code:
my $Ticket = $self-TicketObj;
my $CFName = 'Last Reopened Date';
my $CF = RT::CustomField-new( $RT::SystemUser );
$CF-LoadByNameAndQueue( Name = $CFName, Queue = $Ticket-Queue );
my @date = localtime(time());
my $year = $date[5] += 1900 ;
my $month = $date[4] += 1 ;
my $day = $date[3] ;
my $date_stamp = $year-$month-$day;
$Ticket-AddCustomFieldValue( Field = $CF, Value = $date_stamp);
return 1;
Based on my quick testing here this works perfectly.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Tuesday, June 12, 2012 9:02 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Search Ticket Transaction History in Query Builder?
SELECT Tickets.id, Tickets.Created, Tickets.Subject, Tickets.Status,
Queues.Name FROM Transactions, Tickets, Queues WHERE
Tickets.Queue=Queues.id AND Queues.Name=Test Queue 1
AND Tickets.Status='open'
AND Transactions.ObjectId=Tickets.id
AND Transactions.OldValue REGEXP stalled|resolved
AND Transactions.NewValue='open'
AND Transactions.Data = 'Ticket auto-opened on incoming correspondence'
AND Transactions.Created = @START
AND Transactions.Created = @FINISH
Your join between Tickets and Transactions is wrong. Transactions also apply
to objects other than tickets, so you need to limit by ObjectType too not just
ObjectId.
(The query is also not quite what you want because it will miss tickets which
are currently Status != 'open' but were auto-opened at some point earlier in
the time frame.)
To solve your problem using RT's normal customization routes, I suggest
extending the default auto-open scrip (user-defined action) to set a DateTime
custom field on the ticket when it fires. This greatly simplifies your search
and lets you run it in RT from the web.
Your report can then be a standard RT saved search used in a chart or a
dashboard.
This communication (including any attachments) is intended for the use of the
intended recipient(s) only and may contain information that is confidential,
privileged or legally protected. Any unauthorized use or dissemination of this
communication is strictly prohibited. If you have received this communication
in error, please immediately notify the sender by return e-mail message and
delete all copies of the original communication. Thank you for your cooperation.
Re: [rt-users] Search Ticket Transaction History in Query Builder?
On 06/13/2012 04:15 PM, Brian Schrock wrote:
Custom Condition:
my $txn = $self-TransactionObj;
my $type = $txn-Type;
unless (
($type eq Status) ||
($type eq 'Set' $txn-Field eq 'Status') ||
($txn-OldValue eq resolved) ||
($txn-OldValue eq stalled) ||
($txn-NewValue eq open) ||
($txn-Data eq 'Ticket auto-opened on incoming correspondence')
) {
I think your logic is wrong here. You're OR-ing all those together
instead of a combination of AND and OR with parentheses to group correctly.
return 0;
}
return 1;
Custom action cleanup code:
my $Ticket = $self-TicketObj;
my $CFName = 'Last Reopened Date';
my $CF = RT::CustomField-new( $RT::SystemUser );
$CF-LoadByNameAndQueue( Name = $CFName, Queue = $Ticket-Queue );
my @date = localtime(time());
my $year = $date[5] += 1900 ;
my $month = $date[4] += 1 ;
my $day = $date[3] ;
my $date_stamp = $year-$month-$day;
$Ticket-AddCustomFieldValue( Field = $CF, Value = $date_stamp);
Avoid the localtime math and just pass:
Value = $self-TransactionObj-CreatedObj-AsString
Re: [rt-users] Search Ticket Transaction History in Query Builder?
Yep, I was just staring at that and thinking how permissive that was. Fixing it
now.
Brian J. Schrock
Network Operations
The Garden City Group, Inc.
5151 Blazer Parkway Suite A
Dublin, Ohio 43017
Telephone: 614-289-5457
Email: brian.schr...@gcginc.com
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Wednesday, June 13, 2012 4:23 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Search Ticket Transaction History in Query Builder?
On 06/13/2012 04:15 PM, Brian Schrock wrote:
Custom Condition:
my $txn = $self-TransactionObj;
my $type = $txn-Type;
unless (
($type eq Status) ||
($type eq 'Set' $txn-Field eq 'Status') ||
($txn-OldValue eq resolved) ||
($txn-OldValue eq stalled) ||
($txn-NewValue eq open) ||
($txn-Data eq 'Ticket auto-opened on incoming correspondence')
) {
I think your logic is wrong here. You're OR-ing all those together instead of
a combination of AND and OR with parentheses to group correctly.
return 0;
}
return 1;
Custom action cleanup code:
my $Ticket = $self-TicketObj;
my $CFName = 'Last Reopened Date';
my $CF = RT::CustomField-new( $RT::SystemUser );
$CF-LoadByNameAndQueue( Name = $CFName, Queue = $Ticket-Queue );
my @date = localtime(time());
my $year = $date[5] += 1900 ;
my $month = $date[4] += 1 ;
my $day = $date[3] ;
my $date_stamp = $year-$month-$day;
$Ticket-AddCustomFieldValue( Field = $CF, Value = $date_stamp);
Avoid the localtime math and just pass:
Value = $self-TransactionObj-CreatedObj-AsString
This communication (including any attachments) is intended for the use of the
intended recipient(s) only and may contain information that is confidential,
privileged or legally protected. Any unauthorized use or dissemination of this
communication is strictly prohibited. If you have received this communication
in error, please immediately notify the sender by return e-mail message and
delete all copies of the original communication. Thank you for your cooperation.
Re: [rt-users] Search Ticket Transaction History in Query Builder?
Ok fixed it, this appears to be working.
Custom Condition:
my $txn = $self-TransactionObj;
my $type = $txn-Type;
return 0 unless ($type eq Status) || ($type eq 'Set' $txn-Field eq
'Status');
return 0 unless ($txn-OldValue eq resolved) || ($txn-OldValue eq stalled);
return 0 unless ($txn-NewValue eq open);
return 0 unless ($txn-Data eq 'Ticket auto-opened on incoming correspondence');
return 1;
Brian J. Schrock
Network Operations
The Garden City Group, Inc.
5151 Blazer Parkway Suite A
Dublin, Ohio 43017
Telephone: 614-289-5457
Email: brian.schr...@gcginc.com
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Brian Schrock
Sent: Wednesday, June 13, 2012 4:24 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Search Ticket Transaction History in Query Builder?
Yep, I was just staring at that and thinking how permissive that was. Fixing it
now.
Brian J. Schrock
Network Operations
The Garden City Group, Inc.
5151 Blazer Parkway Suite A
Dublin, Ohio 43017
Telephone: 614-289-5457
Email: brian.schr...@gcginc.com
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Wednesday, June 13, 2012 4:23 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Search Ticket Transaction History in Query Builder?
On 06/13/2012 04:15 PM, Brian Schrock wrote:
Custom Condition:
my $txn = $self-TransactionObj;
my $type = $txn-Type;
unless (
($type eq Status) ||
($type eq 'Set' $txn-Field eq 'Status') ||
($txn-OldValue eq resolved) ||
($txn-OldValue eq stalled) ||
($txn-NewValue eq open) ||
($txn-Data eq 'Ticket auto-opened on incoming correspondence')
) {
I think your logic is wrong here. You're OR-ing all those together instead of
a combination of AND and OR with parentheses to group correctly.
return 0;
}
return 1;
Custom action cleanup code:
my $Ticket = $self-TicketObj;
my $CFName = 'Last Reopened Date';
my $CF = RT::CustomField-new( $RT::SystemUser );
$CF-LoadByNameAndQueue( Name = $CFName, Queue = $Ticket-Queue );
my @date = localtime(time());
my $year = $date[5] += 1900 ;
my $month = $date[4] += 1 ;
my $day = $date[3] ;
my $date_stamp = $year-$month-$day;
$Ticket-AddCustomFieldValue( Field = $CF, Value = $date_stamp);
Avoid the localtime math and just pass:
Value = $self-TransactionObj-CreatedObj-AsString
This communication (including any attachments) is intended for the use of the
intended recipient(s) only and may contain information that is confidential,
privileged or legally protected. Any unauthorized use or dissemination of this
communication is strictly prohibited. If you have received this communication
in error, please immediately notify the sender by return e-mail message and
delete all copies of the original communication. Thank you for your cooperation.
[rt-users] Search Ticket Transaction History in Query Builder?
All, The issues are: 1) How do I search transaction history using the query builder? 2) How do I convert an SQL statement like the one lower down into something I can use in a custom report? People here in my company have asked me if they can get a report on the number of tickets whose status was changed from stalled or resolved into open during a specific time frame because of an external e-mail from a customer. I think I have the SQL statement working, but I cannot figure out how to do the same thing with RT's query builder. I have been all over google and the docs and I am not finding anything useful to help point me in the right direction. It looks like this issue comes up every so often on the mailing list, but no one has really been answered well, I hope I fare better. :) Any suggestions or help would be greatly appreciated. SELECT Tickets.id, Tickets.Created, Tickets.Subject, Tickets.Status, Queues.Name FROM Transactions, Tickets, Queues WHERE Tickets.Queue=Queues.id AND Queues.Name=Test Queue 1 AND Tickets.Status='open' AND Transactions.ObjectId=Tickets.id AND Transactions.OldValue REGEXP stalled|resolved AND Transactions.NewValue='open' AND Transactions.Data = 'Ticket auto-opened on incoming correspondence' AND Transactions.Created = @START AND Transactions.Created = @FINISH Brian Schrock Linux Administrator Network Operations The Garden City Group, Inc. 5151 Blazer Parkway Suite A Dublin, ohio 43017 Telephone: 614-289-5457 Mobile: 614-745-5491 Email: brian.schr...@gardencitygroup.com This communication (including any attachments) is intended for the use of the intended recipient(s) only and may contain information that is confidential, privileged or legally protected. Any unauthorized use or dissemination of this communication is strictly prohibited. If you have received this communication in error, please immediately notify the sender by return e-mail message and delete all copies of the original communication. Thank you for your cooperation.
Re: [rt-users] Search Ticket Transaction History in Query Builder?
This is not available in the query builder. I asked the same question a while back and basically the query builder works on the tickets taw only and cannot do cross queries. I ended up writing a shell script for my needs which basically was any update performed by any member of a particular group yesterday. The next morning it is sent to the manager (or the group) depending on the system and manager. I can share if you're interested. I may have already shared an example on the list here if you search back a month or two. Sent from my mobile device. On Jun 12, 2012, at 5:22 PM, Brian Schrock brian.schr...@gardencitygroup.com wrote: All, The issues are: 1) How do I search transaction history using the query builder? 2) How do I convert an SQL statement like the one lower down into something I can use in a custom report? People here in my company have asked me if they can get a report on the number of tickets whose status was changed from stalled or resolved into open during a specific time frame because of an external e-mail from a customer. I think I have the SQL statement working, but I cannot figure out how to do the same thing with RT’s query builder. I have been all over google and the docs and I am not finding anything useful to help point me in the right direction. It looks like this issue comes up every so often on the mailing list, but no one has really been answered well, I hope I fare better. J Any suggestions or help would be greatly appreciated. SELECT Tickets.id, Tickets.Created, Tickets.Subject, Tickets.Status, Queues.Name FROM Transactions, Tickets, Queues WHERE Tickets.Queue=Queues.id AND Queues.Name=Test Queue 1 AND Tickets.Status='open' AND Transactions.ObjectId=Tickets.id AND Transactions.OldValue REGEXP stalled|resolved AND Transactions.NewValue='open' AND Transactions.Data = 'Ticket auto-opened on incoming correspondence' AND Transactions.Created = @START AND Transactions.Created = @FINISH Brian Schrock Linux Administrator Network Operations The Garden City Group, Inc. 5151 Blazer Parkway Suite A Dublin, ohio 43017 Telephone: 614-289-5457 Mobile: 614-745-5491 Email: brian.schr...@gardencitygroup.com This communication (including any attachments) is intended for the use of the intended recipient(s) only and may contain information that is confidential, privileged or legally protected. Any unauthorized use or dissemination of this communication is strictly prohibited. If you have received this communication in error, please immediately notify the sender by return e-mail message and delete all copies of the original communication. Thank you for your cooperation.
Re: [rt-users] Search Ticket Transaction History in Query Builder?
SELECT Tickets.id, Tickets.Created, Tickets.Subject, Tickets.Status, Queues.Name FROM Transactions, Tickets, Queues WHERE Tickets.Queue=Queues.id AND Queues.Name=Test Queue 1 AND Tickets.Status='open' AND Transactions.ObjectId=Tickets.id AND Transactions.OldValue REGEXP stalled|resolved AND Transactions.NewValue='open' AND Transactions.Data = 'Ticket auto-opened on incoming correspondence' AND Transactions.Created = @START AND Transactions.Created = @FINISH Your join between Tickets and Transactions is wrong. Transactions also apply to objects other than tickets, so you need to limit by ObjectType too not just ObjectId. (The query is also not quite what you want because it will miss tickets which are currently Status != 'open' but were auto-opened at some point earlier in the time frame.) To solve your problem using RT's normal customization routes, I suggest extending the default auto-open scrip (user-defined action) to set a DateTime custom field on the ticket when it fires. This greatly simplifies your search and lets you run it in RT from the web. Your report can then be a standard RT saved search used in a chart or a dashboard.
