I am trying to figure out how to do a monthly report for the activity we
had go through RT, and I am having a devil of a time trying to figure
out how to build my query.
Basically I want any ticket included which was open, stalled, or new at
ANY point during the month of January. Said another way, I do NOT want
it to include tickets which were open then resolved prior to January 1,
nor new tickets since the beginning of Feb.
Surely this is the kind of report that other folks are running on a
routine basis, right?
Chris Barnes AOL IM: CNBarnes
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590
I am trying to figure out how to do a monthly report for the activity we
had go through RT, and I am having a devil of a time trying to figure out
how to build my query.
Basically I want any ticket included which was open, stalled, or new at ANY
point during the month of January. Said another way, I do NOT want it to
include tickets which were open then resolved prior to January 1, nor new
tickets since the beginning of Feb.
Surely this is the kind of report that other folks are running on a routine
basis, right?
–
Chris Barnes AOL IM: CNBarnes
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590
Yes, we have one like that called our “Open Tasks List”.
Have you used RT Query before? The criteria should be relatively easy;
* No Queue selection unless a CF is needed as a display field
* Status "isn't" resolved and "isn't "rejected"
I don’t think that’s what I am looking for (ran it - I know it’s not
it). That misses all the tickets that were created on say, Jan 10,
then resolved on Jan 14?
Open Tasks is very different that “what did we do last month?”
Chris Barnes AOL IM: CNBarnes
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590
Created < ‘30 days ago’ instead of the status criteria. That will get all
tickets created in the month regardless of current status.
Don’t forget that will need to run at the end of the month in your
dashboard.
Yes, we have one like that called our “Open Tasks List”.
Have you used RT Query before? The criteria should be relatively easy;
No Queue selection unless a CF is needed as a display field
Status “isn’t” resolved and "isn’t “rejected”
I don’t think that’s what I am looking for (ran it - I know it’s not it).
That misses all the tickets that were created on say, Jan 10, then resolved
on Jan 14?
Open Tasks is very different that “what did we do last month?”
–
Chris Barnes AOL IM: CNBarnes
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590
I am trying to figure out how to do a monthly report for the activity we had go through RT, and I am having a devil of a time trying to figure out how to build my query.
Basically I want any ticket included which was open, stalled, or new at ANY point during the month of January. Said another way, I do NOT want it to include tickets which were open then resolved prior to January 1, nor new tickets since the beginning of Feb.
I use Created for a similar query ( i.e. tickets created in a range), e.g.
Queue = ‘Queue Name’
AND Created > ‘1 month ago’
AND Status != ‘Spam’
will give you all tickets created in the last month, regardless of status (we have a spam status, and I don’t really feel like seeing those…)
Surely this is the kind of report that other folks are running on a routine basis, right?
I am trying to figure out how to do a monthly report for the activity we had go through RT, and I am having a devil of a time trying to figure out how to build my query.
Basically I want any ticket included which was open, stalled, or new at ANY point during the month of January. Said another way, I do NOT want it to include tickets which were open then resolved prior to January 1, nor new tickets since the beginning of Feb.
I use Created for a similar query ( i.e. tickets created in a range), e.g.
Queue = ‘Queue Name’
AND Created> ‘1 month ago’
AND Status != ‘Spam’
That would be close - but what about tickets in the previous month, but
not resolved (or even still open)? After all, those are tickets we
“worked on” during the month in question…
Created < ‘first of this month’
AND
(Status = (‘open’ OR ‘stalled’ OR ‘new’)
OR
Status =‘resolved’ AND Resolved > ‘first of last month’)
will give you all tickets created in the last month, regardless of
status (we have a spam status, and I don’t really feel like seeing
those…)
I simply use the status “deleted” for spam.
Surely this is the kind of report that other folks are running on a routine basis, right?
weekly. Monthly is a bit long.
We only have monthly meetings.
Chris Barnes AOL IM: CNBarnes
chris-barnes@tamu.edu Yahoo IM: chrisnbarnes
Computer Systems Manager MSN IM: chris@txbarnes.com
Department of Physics ph: 979-845-1379
Texas A&M University fax: 979-845-2590
That would be close - but what about tickets in the previous month, but
not resolved (or even still open)? After all, those are tickets we
“worked on” during the month in question…
You can also do Ticket searches on “Updated” or “LastUpdated” and
“LastContacted” (aka Told) between dates. An “Updated” search will give
you any tickets that had Comments or Replies added to them, had custom
field changes or status changes.
