Re: [rt-users] Query to find open tkts where customer hasn't been replied to
You could see about perhaps modifying Tim Bishop's rt-remind script to do what you want. As written, it is primarily set to remind owners when their tickets exceed a specified priority but you may be able to change it to fire X hours after the customer last replied. http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ DB Gary Oberbrunner wrote: > James Moseley wrote: > >> Additionally, you probably want to use a status of 'new'. New tickets mean >> they haven't been touched. Of course, new tickets don't have a 'Told' >> value. If a ticket is open, it's been touched in some manner, but it >> doesn't mean that the customer has been responded to... >> >> Are you looking for tickets that have never been touched but are more than >> an hour old, or you trying to identify all open tickets that simply haven't >> been updated within the last hour? >> > > Thanks for the reply, James. > > Not that it hasn't been updated, but specifically the customer updated > the ticket (via email normally) and nobody's answered them. They're > waiting for a response. I don't care if a ticket hasn't been updated > for a couple of days, as long as we were the last ones to email the > customer (i.e. the ball's in their court). > > If there were specific ticket states for who last updated the ticket > that would help. Or if I could check LastUpdatedBy <> Owner that would > do it too. > > Isn't this a common thing, to want to find the open tickets that aren't > being handled in a timely fashion? > > == 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 > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ 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
Re: [rt-users] Query to find open tkts where customer hasn't been replied to
I don't think there is a way in RT to perform the search you want (at least
not a straightforward one). You're best bet is to create a custom script
to perform a mysql query that would identify tickets that would match the
following criteria:
(status is open) AND (last update was performed by the requestor) AND
(difference in time between current time and last update is greater than
one hour).
James Moseley
Gary Oberbrunner
<[EMAIL PROTECTED]
m> To
James Moseley
08/08/2007 08:24 <[EMAIL PROTECTED]>
PM cc
rt-users@lists.bestpractical.com
Subject
Re: [rt-users] Query to find open
tkts where customer hasn't been
replied to
James Moseley wrote:
> Additionally, you probably want to use a status of 'new'. New tickets
mean
> they haven't been touched. Of course, new tickets don't have a 'Told'
> value. If a ticket is open, it's been touched in some manner, but it
> doesn't mean that the customer has been responded to...
>
> Are you looking for tickets that have never been touched but are more
than
> an hour old, or you trying to identify all open tickets that simply
haven't
> been updated within the last hour?
Thanks for the reply, James.
Not that it hasn't been updated, but specifically the customer updated
the ticket (via email normally) and nobody's answered them. They're
waiting for a response. I don't care if a ticket hasn't been updated
for a couple of days, as long as we were the last ones to email the
customer (i.e. the ball's in their court).
If there were specific ticket states for who last updated the ticket
that would help. Or if I could check LastUpdatedBy <> Owner that would
do it too.
Isn't this a common thing, to want to find the open tickets that aren't
being handled in a timely fashion?
== Gary
___
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
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Re: [rt-users] Query to find open tkts where customer hasn't been replied to
James Moseley wrote: > Additionally, you probably want to use a status of 'new'. New tickets mean > they haven't been touched. Of course, new tickets don't have a 'Told' > value. If a ticket is open, it's been touched in some manner, but it > doesn't mean that the customer has been responded to... > > Are you looking for tickets that have never been touched but are more than > an hour old, or you trying to identify all open tickets that simply haven't > been updated within the last hour? Thanks for the reply, James. Not that it hasn't been updated, but specifically the customer updated the ticket (via email normally) and nobody's answered them. They're waiting for a response. I don't care if a ticket hasn't been updated for a couple of days, as long as we were the last ones to email the customer (i.e. the ball's in their court). If there were specific ticket states for who last updated the ticket that would help. Or if I could check LastUpdatedBy <> Owner that would do it too. Isn't this a common thing, to want to find the open tickets that aren't being handled in a timely fashion? == 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
Re: [rt-users] Query to find open tkts where customer hasn't been replied to
Additionally, you probably want to use a status of 'new'. New tickets mean they haven't been touched. Of course, new tickets don't have a 'Told' value. If a ticket is open, it's been touched in some manner, but it doesn't mean that the customer has been responded to... Are you looking for tickets that have never been touched but are more than an hour old, or you trying to identify all open tickets that simply haven't been updated within the last hour? James Moseley "Ruslan Zakirov" <[EMAIL PROTECTED] l.com> To Sent by: "Gary Oberbrunner" rt-users-bounces@ <[EMAIL PROTECTED]> lists.bestpractic cc al.comrt-users@lists.bestpractical.com Subject Re: [rt-users] Query to find open 08/08/2007 07:13 tkts where customer hasn't been PMreplied to Try the following: Queue = 'support' AND Status = 'open' AND Told < '-5 hours' Sorry, but the UI doesn't support building queries where date fields are compared to each other. On 8/9/07, Gary Oberbrunner <[EMAIL PROTECTED]> wrote: > 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 > -- Best regards, Ruslan. ___ 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 ___ 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
Re: [rt-users] Query to find open tkts where customer hasn't been replied to
Ruslan Zakirov wrote: > Try the following: > Queue = 'support' AND Status = 'open' AND Told < '-5 hours' Simple, but unfortunately it mostly gets the cases where we're waiting for the customer and not the other way around. I'd be happy if I could say LastUpdatedBy <> Owner too... > Sorry, but the UI doesn't support building queries where date fields > are compared to each other. Too bad. Can I write an add-on of some kind? I'll check the book... -- 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
Re: [rt-users] Query to find open tkts where customer hasn't been replied to
Try the following: Queue = 'support' AND Status = 'open' AND Told < '-5 hours' Sorry, but the UI doesn't support building queries where date fields are compared to each other. On 8/9/07, Gary Oberbrunner <[EMAIL PROTECTED]> wrote: > 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 > -- Best regards, Ruslan. ___ 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
