2 advanced queries and graphics

RT Users
1

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 :wink:

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’ )

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,
Assembl�ia Legislativa do RS
Brasil (Brazil)
+55 51 3210-1249

2

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 :wink:

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.