I have a “master” queue where almost everyone sends requests. A clerk
looks at the tickets there and then places them in a different queue for
processing. I’d like to have a query/report that shows the ticket, the
queue it is currently in, and the queue it originated from if different
from the current queue.
The Ticket table only has the current queue, and I can’t find any
obvious way to join Transactions. Hints or better ideas?
I’ve got this query
select d.name as “Source Queue”,
h.name as “Destination Queue”,
u.name as “Moved by”,
t.created as "On"
from transactions t, queues d, queues h, users u
where t.objecttype = 'RT::Ticket’
and t.type = 'Set’
and t.field = 'Queue’
and t.oldvalue = d.id
and t.newvalue = h.id
and t.creator = u.id
and t.objectid = ?
that brings the exact information needed by the report given a ticket
number as the single parameter. Now I need to turn this into an RT
custom Report, and so far I’ve been able to create the form to get the
value of the ticket and place it in the Reports tab, but so far I
haven’t been able to figure out how to translate the SQL query into RT’s
API (if possible).
I’ve looked at CreatedByDates.html,
ResolvedByDates.html,ResolvedByOwner.html and TimeWorked in the WiKi,
but they all use TicketSQL which I (obvioulsy?) cannot use. Any hints on
what to read or do?
Ernesto Hernández-Novich - Linux 2.6.18 i686 - Unix: Live free or die!
Geek by nature, Linux by choice, Debian of course.
If you can’t aptitude it, it isn’t useful or doesn’t exist.
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