Can I use % wildcard within Query Builder on QUEUES?

RT Users
1

Dear All

I have a range of queries I am trying to create in QUERY BUILDER where I
want to include or exclude a list of QUEUES.

E.g.

QUEUE NAME 1 = BLUE

QUEUE NAME 2 = BLUE -UAT

QUEUE NAME 3 = RED

QUEUE NAME 2 = RED-UAT

I would like to be able to include or exclude QUEUES with the letters "UAT"
within them.

Using the ADVANCED option of the QUERY BUILDER I have tried:

a) Queue = ‘%UAT’ or Queue! = '%UAT’

b) Queue = ‘%UAT’ or Queue! = ‘%UAT’

I have also tried to use MATCHES or LIKE instead of ‘=’ but I cannot get any
of this to work. I have spent the last hour and a half searching on-line
and have tried various things can anyone confirm if it is possible to search
using the Wildcard characters on QUEUES within QUREY BUILDER? And if YES -
how could I get the above to work.

Many thanks in advance

Sally

Sally Ainsley

2

Dear All

I have a range of queries I am trying to create in QUERY BUILDER where I
want to include or exclude a list of QUEUES.

E.g.

QUEUE NAME 1 = BLUE

QUEUE NAME 2 = BLUE -UAT

QUEUE NAME 3 = RED

QUEUE NAME 2 = RED-UAT

I would like to be able to include or exclude QUEUES with the letters “UAT”
within them.

Using the ADVANCED option of the QUERY BUILDER I have tried:

a) Queue = ‘%UAT’ or Queue! = '%UAT’

b) Queue = ’%UAT’ or Queue! = ‘%UAT’

I have also tried to use MATCHES or LIKE instead of ‘=’ but I cannot get any
of this to work.

If it were to work, “LIKE” would be the operator. However, I don’t
think it will work.

If you look at the Search Builder page, there is only “is” and “isn’t”
in the drop down for building the Queue predicate.

I just tried it with LIKE and got the following error:

[error]: Couldn’t parse query: Invalid Operation: LIKE for Queue at
/opt/rt4/sbin/…/lib/RT/Tickets.pm line 368.

That said, depending on what your final needs are you could write some
supporting perl to achieve a similar effect:

Not tested…

my @matching_queues = ();
my $Queues = RT::Queues->new($session{CurrentUser});
while (my $Queue = $Queues->next) {
if ($Queue->Name =~ /UAT$/) {
push @matching_queues, $Queue->Name;
}
}

my $sql =
join ’ OR ',
map { “Queue = ‘$_’” },
@matching_queues,
;

my $Tickets = RT::Tickets->new($session{CurrentUser});
$Tickets->FromSQL($sql);

end of untested code.

Perhaps that would help.

-m

3

Thanks Matt for prompt response

I was hoping to do something in the Query Builder as I would need to secure some technical resource internally to go down the perl route as I don’t have the knowledge for perl.

I got the same error as you below when I tried the LIKE operator. Perhaps LIKE doesn’t work on the QUEUE field for some reason.

Sally Ainsley | Lifecycle Software | T: 01635 553427-----Original Message-----
From: Matt Zagrabelny [mailto:mzagrabe@d.umn.edu]
Sent: 29 September 2015 16:27
To: sally.ainsley@lifecycle-software.com; rt-users rt-users@lists.bestpractical.com
Subject: Fwd: [rt-users] Can I use % wildcard within Query Builder on QUEUES?

On Tue, Sep 29, 2015 at 10:05 AM, Sally Ainsley sally.ainsley@lifecycle-software.com wrote:

Dear All

I have a range of queries I am trying to create in QUERY BUILDER where
I want to include or exclude a list of QUEUES.

E.g.

QUEUE NAME 1 = BLUE

QUEUE NAME 2 = BLUE -UAT

QUEUE NAME 3 = RED

QUEUE NAME 2 = RED-UAT

I would like to be able to include or exclude QUEUES with the letters “UAT”
within them.

Using the ADVANCED option of the QUERY BUILDER I have tried:

a) Queue = ‘%UAT’ or Queue! = '%UAT’

b) Queue = ’%UAT’ or Queue! = ‘%UAT’

I have also tried to use MATCHES or LIKE instead of ‘=’ but I cannot
get any of this to work.

If it were to work, “LIKE” would be the operator. However, I don’t think it will work.

If you look at the Search Builder page, there is only “is” and “isn’t”
in the drop down for building the Queue predicate.

I just tried it with LIKE and got the following error:

[error]: Couldn’t parse query: Invalid Operation: LIKE for Queue at /opt/rt4/sbin/…/lib/RT/Tickets.pm line 368.

That said, depending on what your final needs are you could write some supporting perl to achieve a similar effect:

Not tested…

my @matching_queues = ();
my $Queues = RT::Queues->new($session{CurrentUser});
while (my $Queue = $Queues->next) {
if ($Queue->Name =~ /UAT$/) {
push @matching_queues, $Queue->Name;
}
}

my $sql =
join ’ OR ',
map { “Queue = ‘$_’” },
@matching_queues,
;

my $Tickets = RT::Tickets->new($session{CurrentUser});
$Tickets->FromSQL($sql);

end of untested code.

Perhaps that would help.

-m

4

Thanks Matt for prompt response

I was hoping to do something in the Query Builder as I would need to secure some technical resource internally to go down the perl route as I don’t have the knowledge for perl.

Sure.

I got the same error as you below when I tried the LIKE operator. Perhaps LIKE doesn’t work on the QUEUE field for some reason.

Without looking into the code, there is a limitation on operators that
can be used with the Queue in building your search.

You could:

A. File a feature request asking for LIKE (or matches) to be added to
the operator list. I can’t comment on the likelihood of it getting
cycles for a future release.

B. A perl dev in your company could hack up a patch to support it.

C. Ask Best Practical for a quote to get RT to do what you’d like.

Cheers,

-m

5

Hello Sally and Mat
The like phrase works you just need to use the “Advanced” button at top of page. At that point you can type in the phrase you would like.

Sure. But not for Queue. :wink:

LIKE isn’t supported for Queues.

I use this phrase in reports because I do not want the data in my calculations.

Requestor.EmailAddress Not Like ‘%DAEMON%’

You don’t need the percent signs. RT adds them automatically.

-m

6

Hi Matt and Byron

Many thanks for your input I think I have a work around.

I tried the LIKE option in the Advanced button at the top of the page but I get the horrid red “Couldn’t parse query” error that Matt described in the email trail.
So for some reason whilst LIKE works with Fields like Requestor.EmailAddress field (as per Byron’s email) it does not work on QUEUE.

I have therefore reviewed the options within the QUERY BUILDER where ‘matches’ is a drop down option.
There is a long list of fields where this would work (not just REQUESTOR) and one of these is QueueAdminCC.

So what I have done is created a Test User in RT and put this Test User as the QueueAdminCC for my Queues which have a name with "UAT "in them.

I can then write Queries with the QUERY BUILDER or the ADVANCED BUTTON that include [QueueCc.Name LIKE ‘test’] as one of the rules to get all my UAT Queues

This is not ideal but I can now write queries to select several queues that I will not need to update each time we add a new Queue - I will simply update our internal instructions so that when new Queues are set up them up with the Test user in the QueueAdminCC field.

Many thanks

SallyFrom: Bryon Baker [mailto:bbaker@copesan.com]
Sent: 29 September 2015 16:38
To: Sally Ainsley sally.ainsley@lifecycle-software.com; ‘Matt Zagrabelny’ mzagrabe@d.umn.edu; ‘rt-users’ rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Can I use % wildcard within Query Builder on QUEUES?

Hello Sally and Mat
The like phrase works you just need to use the “Advanced” button at top of page. At that point you can type in the phrase you would like.

I use this phrase in reports because I do not want the data in my calculations.

Requestor.EmailAddress Not Like ‘%DAEMON%’

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 • 262-783-6261 ext. 2296
bbaker@copesan.com

“Servicing North America with Local Care”

From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Sally Ainsley
Sent: Tuesday, September 29, 2015 10:32 AM
To: ‘Matt Zagrabelny’; ‘rt-users’
Subject: Re: [rt-users] Can I use % wildcard within Query Builder on QUEUES?

Thanks Matt for prompt response

I was hoping to do something in the Query Builder as I would need to secure some technical resource internally to go down the perl route as I don’t have the knowledge for perl.

I got the same error as you below when I tried the LIKE operator. Perhaps LIKE doesn’t work on the QUEUE field for some reason.

Sally Ainsley | Lifecycle Software | T: 01635 553427

7

Hello Sally and Mat
The like phrase works you just need to use the “Advanced” button at top of page. At that point you can type in the phrase you would like.

I use this phrase in reports because I do not want the data in my calculations.

Requestor.EmailAddress Not Like ‘%DAEMON%’

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 • 262-783-6261 ext. 2296
bbaker@copesan.com

"Servicing North America with Local Care"From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Sally Ainsley
Sent: Tuesday, September 29, 2015 10:32 AM
To: ‘Matt Zagrabelny’; ‘rt-users’
Subject: Re: [rt-users] Can I use % wildcard within Query Builder on QUEUES?

Thanks Matt for prompt response

I was hoping to do something in the Query Builder as I would need to secure some technical resource internally to go down the perl route as I don’t have the knowledge for perl.

I got the same error as you below when I tried the LIKE operator. Perhaps LIKE doesn’t work on the QUEUE field for some reason.

Sally Ainsley | Lifecycle Software | T: 01635 553427