I think LastUpdated >= ‘3 days ago’ is more of the intent because you were surprised of seeing tickets which were updated within the past day.
On Dec 19, 2016, at 12:32 PM, Alex Hall <ahall@autodist.com mailto:ahall@autodist.com> wrote:
Well, I found something that works. It’s not UntouchedInHours, but this query seems to return what I want:
select id
from Tickets
where LastUpdated <= (now() - INTERVAL 10 DAYS);
I still have to work out how to email ticket owners, but at least I can get the right tickets now. Odd that the other way doesn’t work. How exactly does this “10 days ago” syntax get interpreted? Or is it no longer supported?
On Mon, Dec 19, 2016 at 2:48 PM, Alex Hall <ahall@autodist.com mailto:ahall@autodist.com> wrote:
I’m using the Crontool, yes, but I’ve also been doing searches on the web interface to see if I could get this to work. My Crontool syntax is something like:
/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL
–search-arg “status != ‘resolved’ and LastUpdated <= ‘3 days ago’”
–action RT::Action
–verbose
Or:
/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL
–search-arg “status != ‘resolved’”
–condition RT::Condition::UntouchedInHours
–arg-condition 72
–verbose
This shouldn’t be modifying tickets, yet I’m seeing tickets created hours or minutes ago appearing in the results. Same for my RT web searches for similar SQL to what’s above.
I’m in the database now, looking at the Tickets table and messing with queries. I just tried this, but got an empty set:
select id, LastUpdated
from Tickets
where LastUpdated <= ‘3 days ago’
order by LastUpdated DESC
limit 10;
I’m not surprised I got nothing, as I imagine the ‘3 days ago’ syntax is something RT interprets before giving the query to the database engine. Still, it was worth a shot. I’m now refreshing my knowledge of date math in MySQL so I can query exactly what I want, but I hoped UntouchedInHours would do all that for me. Oh, and yes, LastUpdated does seem to have normal values in it. They’re in GMT time, but they seem to be correct.
On Mon, Dec 19, 2016 at 2:37 PM, Matt Zagrabelny <mzagrabe@d.umn.edu mailto:mzagrabe@d.umn.edu> wrote:
Hi Alex,
On Mon, Dec 19, 2016 at 12:54 PM, Alex Hall <ahall@autodist.com mailto:ahall@autodist.com> wrote:
Hello all,
I’m trying to get stale ticket alerts working, so am using the
UntouchedInHours condition. I’ve also tried, in SQL:
LastUpdated <= ‘2 days ago’
and similar searches. Yet, I always get the same number of tickets as I get
when I leave the date restriction off completely, and UntouchedInHours is
always giving me tickets opened today.
I assume you are using rtcrontool. Correct?
How are you alerting?
Is the alerting actually “touching” the tickets thus affecting the query?
You can query the tickets table directly and see the lastupdated
field. See if that field changes how you would expect when you “touch”
or “update” a ticket.
-m
–
Alex Hall
Automatic Distributors, IT department
ahall@autodist.com mailto:ahall@autodist.com
–
Alex Hall
Automatic Distributors, IT department
ahall@autodist.com mailto:ahall@autodist.com