Custom fields query not showing all tickets

RT version 3.4.1 (latest stable version) installed on Windows 2003
server …

Added several custom fields (applied to all queues)
one of them has the “select one value” type where you can choose between
"Yes" or “No”

This field is used to query a report where I would like to see all
tickets
which have status=Resolved and the custom field (mycustomfield) should
not be “Yes”
(this field is set to value “Yes” after the report has been run)

Advanced view of the query:

Status = ‘resolved’ AND ‘CF.{mycustomfield}’ != ‘Yes’

id/TITLE:#’,
Subject’,
Created’,
Status’,
CustomField.{mycustomfield}

This results in a list of tickets only having the “No” value
which basically is correct - but I don’t get the tickets were
has been entered in the custom field
There is no restriction possible on the custom field to have only Yes/No
value (must be filled in…)
so the custom field is often set to … (users forget to
enter this ofcourse…)

we used the same query in the older RT version 3.0.12 I believe - it
worked fine

is there a way to get all the tickets using the query builder or is this
a bug in the query builder ?

any help appreciated

Filip

CONFIDENTIALITY NOTICE
This E-mail message and any documents which accompany it are intended only for the use of the individual or entity to which addressed, and may contain information that is privileged, confidential or exempt from disclosure under applicable law. If the reader is not the intended recipient, any disclosure, distribution or other use of this E-mail message is prohibited. If you have received this E-mail message in error, please delete and notify the sender immediately. Thank you.

A custom field has to be global to ALWAYS show up in the search…
otherwise a queue needs to be searched that contains it (i.e. Queue
is ‘FOO’)On Mon, Apr 11, 2005 at 04:57:44PM +0200, Filip Jonckers wrote:

RT version 3.4.1 (latest stable version) installed on Windows 2003
server …

Added several custom fields (applied to all queues)
one of them has the “select one value” type where you can choose between
"Yes" or “No”

This field is used to query a report where I would like to see all
tickets
which have status=Resolved and the custom field (mycustomfield) should
not be “Yes”
(this field is set to value “Yes” after the report has been run)

Advanced view of the query:

Status = ‘resolved’ AND ‘CF.{mycustomfield}’ != ‘Yes’

id/TITLE:#’,
Subject’,
Created’,
Status’,
CustomField.{mycustomfield}

This results in a list of tickets only having the “No” value
which basically is correct - but I don’t get the tickets were
has been entered in the custom field
There is no restriction possible on the custom field to have only Yes/No
value (must be filled in…)
so the custom field is often set to … (users forget to
enter this ofcourse…)

we used the same query in the older RT version 3.0.12 I believe - it
worked fine

is there a way to get all the tickets using the query builder or is this
a bug in the query builder ?

any help appreciated

Filip

CONFIDENTIALITY NOTICE

This E-mail message and any documents which accompany it are intended only for the use of the individual or entity to which addressed, and may contain information that is privileged, confidential or exempt from disclosure under applicable law. If the reader is not the intended recipient, any disclosure, distribution or other use of this E-mail message is prohibited. If you have received this E-mail message in error, please delete and notify the sender immediately. Thank you.


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training@bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

 www.suave.net - Anthony Ball - ant@suave.net
    OSB - http://rivendell.suave.net/Beer

If the enemy is in range, so are you.

Filip Jonckers wrote:

RT version 3.4.1 (latest stable version) installed on Windows 2003
server …

Added several custom fields (applied to all queues)
one of them has the “select one value” type where you can choose between
"Yes" or “No”

This field is used to query a report where I would like to see all
tickets
which have status=Resolved and the custom field (mycustomfield) should
not be “Yes”
(this field is set to value “Yes” after the report has been run)

You should look into writing a custom OnCreate scrip which will set that
value to “No” on creation.

Try http://wiki.bestpractical.com/index.cgi?DefaultCustomFieldValue for
a framework.

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

RT version 3.4.1 (latest stable version) installed on Windows 2003
server …

Advanced view of the query:

Status = ‘resolved’ AND ‘CF.{mycustomfield}’ != ‘Yes’

This results in a list of tickets only having the “No” value
which basically is correct - but I don’t get the tickets were

I believe this is a bug in RT, and I reported it as such. I included
regression tests, and I expect Best Practical to fix it for
3.4.2. (Though I can’t promise their time, and don’t actually know how
their scheduling is going)

The work around we use here is to dump to a spreadsheet, and then sort
on the custom field column.

seph

The custom field is global (config - global - custom fields - ticket)

also tried to query on 1 single queue but I get the same incorrect
result

strange thing is that the query worked with older RT version …

Filip

-----Original Message-----
From: Anthony R. J. Ball [mailto:ant@suave.net]
Sent: Monday, April 11, 2005 5:17 PM
To: Filip Jonckers
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] custom fields query not showing all tickets

A custom field has to be global to ALWAYS show up in the search…
otherwise a queue needs to be searched that contains it (i.e.
Queue is ‘FOO’)

CONFIDENTIALITY NOTICE
This E-mail message and any documents which accompany it are intended only for the use of the individual or entity to which addressed, and may contain information that is privileged, confidential or exempt from disclosure under applicable law. If the reader is not the intended recipient, any disclosure, distribution or other use of this E-mail message is prohibited. If you have received this E-mail message in error, please delete and notify the sender immediately. Thank you.