CcGroup search only for group not members of it?

RT Users
1

I’m trying to build some searches to show tickets where specific groups are CC’ed. I expected a query like this to work to show only tickets that copied the Managers group:

CCGroup = 'Managers'

But instead, it seems like it includes any ticket where any member of the Managers group is CC’ed, not the group itself.

Similarly, searching for tickets where a user is CC’ed includes ones where they are indirectly copied via a group they are a member of.

How can I search for tickets where the group itself is copied, not just any member of it? And can I search for tickets where a user is directly CC’ed, not because they are part of a group that was CC’ed?

2

Hi, Grant.

There is a clue at: Query builder - RT 5.0.8 Documentation - Best Practical

  • To obtain all tickets where all members of a group are directly in the Cc field or via the group:
    CCGroup = ‘AGroup‘
  • To obtain all tickets where a group is directly assigned in a Cc field (your first question):
    CCGroup = ‘AGroup’ AND Cc.Name SHALLOW = ‘AGroup’
  • To obtain all tickets where a user is assigned directly as Cc or via a group:
    Cc.Name = ‘AUser‘
  • To obtain all tickets where a user is assigned directly as a Cc (your second question):
    Cc.Name SHALLOW = ‘AUser’

I don’t need to search using SHALLOW, but the first tests I’ve made right now seem to work OK. Check it for any side effect.

3

Thank you sollericos, that is EXACTLY what I was looking for. Not sure how I missed it in the docs.

Appreciate the help!