List all users that worked on a ticket

RT Users
1

I’m running RT 4.4.4.

Looking for a search function or a way in general to list all users that worked in a ticket.
With the search query I’m only able to list the tickets with the last user/owner.

Any suggestions?

2

Does 4.4.4 have the transaction query builder?

3

4.4.4 only have the “normal” Query builder. However, I’m not exactly sure if I might be able to filter for transactions via SQL on the advanced search. Do you have a function for me, how this query could look like?

4

I am not sure with the ticket query builder if it is possible to query transactions like that, you could always add some automation in place to add users to a role on the ticket like “Worker” that adds users to the role when they interact with a ticket

1 Like
5

What does “all useres that worked on a ticket” mean?
The users who owned the ticket? The useres who wrote a comment? The users who wrote an correspondance? Any other contact?

In our environment each user has to record the time spent on working for a ticket. In the ticket you see each user who recorded time spent.

So maybe you want your workers to record the time spent on each transaction, too, or you can set this values via scrip on the corresponding event you define as “worked”.

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6

The best would be any user who owned the ticket at any time or also left correspondence in the ticket in any way, comment or answer.

The time worked is not tracked within the ticket and should not be tracked in the future. Although this makes it possible to see who has worked on a ticket and for how long, it will not be implemented for the time being and, above all, I want to be able to track who has worked on a ticket in old tickets, where this is not set up.

7

I think you’ll need to move to RT5 for this as you’re looking for transactions on tickets rather than just the current state of the tickets themselves (which is what RT 4.x TicketSQL is giving you).

The alternative would be to ignore the TicketSQL builder and write a local custom report to do the transactional queries you need. This does require you to be comfy programming in Perl and using the RT Perl API of course.

8

I almost thought that was the case. Then there’s probably no way around the upgrade to RT5.

Thanks for the ideas and suggestions so far!
If anyone has any further suggestions, I’m always grateful for them!