I was recently assigned to looking through our tickets, and trying to
compile data to find out failure rates for our machines. The problem
however, is that most of the details of the problem (why a machine failed,
how it failed, etc) are in a custom “History” field that is mostly a
description. I’ve looked through other messages on the list about searching
through a custom field, but found nothing. The main problem that I am
having is that I need to find a few specific keywords in a paragraph or
more, in a customfield, and am unsure of how to do so. Any help, or links
to documentation about ticketsql/query builder that might be of assistance?
I would add that to make things easier for you in the future, you might
want to create a new Custom Field like “Failure Type” and make it a
“Select One Value” for the Queue and add the various values you want
available. Then run your search like Jerrad suggested with just 1 of the
values you want, like ‘heat’ (whatever) and do a bulk update of the new
Custom Field for those returned tickets to the appropriate value. Do
this search/bulk update one time for each of the values you have created
for that Custom Field specified in the search. When it is over, you have
all those tickets with a specific value in the Custom Field and that
would make your future searches easier to code. Also, you will get
future tickets with the correct value in the CF. That might help some.