Q: How to build a ticket query that uses custom fields

RT Users
1

Greetings,

Is it possible in RT3.4 to build a query in the Query Builder that

lets you select tickets based off of a custom field in the tickets?

How hard or easy would this be to add in?

Thanks,

John H. Nyhuis
Sr. Computer Specialist
Dept. of Pediatrics
HS RR349B, Box 356320
University of Washington
Desk: (206)-685-3884
cabal@u.washington.edu

2

Hi,

Yes. First select the queue(s) and “add”, then all custom fields related
to those queues appear and you can adjust the query. “add” and search :wink:
3.6 has a shortcut button “add and search”. great button!

Gilmar Santos Jr

John H. Nyhuis escreveu:

3

Hi,

Yes. First select the queue(s) and “add”, then all custom fields
related
to those queues appear and you can adjust the query. “add” and
search :wink:
3.6 has a shortcut button “add and search”. great button!

This is a nice tip! I have a 3.4.1 instalation and everything works
like a charm except the customfield searches. A CF.{value}=‘yes’ has
a time to display of 99.041657 sec. I supose that this is a mysql
problem but I didn’t find anything odd.

ObjectCustomFieldValues has 2057 rows and 5 indexes:

PRIMARY: id (cardinality 1802)
TicketCustomFieldValues1: CustomField ObjectId Content (cardinality
1802)
TicketCustomFieldValues2: CustomField ObjectId (cardinality 1802)
ObjectCustomFieldValues1: Content (cardinality 901)
ObjectCustomFieldValues2: CustomField ObjectType ObjectId
(cardinality 1802)

Is this an innoDB problem? any suggestions?

Pau Montero Parés

PGP.sig (186 Bytes)

4

Pau Montero Parés escreveu:

This is a nice tip! I have a 3.4.1 instalation and everything works
like a charm except the customfield searches. A CF.{value}=‘yes’ has a
time to display of 99.041657 sec. I supose that this is a mysql
problem but I didn’t find anything odd.

ObjectCustomFieldValues has 2057 rows and 5 indexes:

PRIMARY: id (cardinality 1802)
TicketCustomFieldValues1: CustomField ObjectId Content (cardinality 1802)
TicketCustomFieldValues2: CustomField ObjectId (cardinality 1802)
ObjectCustomFieldValues1: Content (cardinality 901)
ObjectCustomFieldValues2: CustomField ObjectType ObjectId (cardinality
1802)

Is this an innoDB problem? any suggestions?

Maybe the problem is with the index. Try to remove the
“TicketCustomFieldValues” (they are from previous versions).
Take a look at the wiki.bestpractical.com, there is a topic about
permormance tunning. There are mysql tips, apache tips, etc.

Gilmar Santos Jr