Query builder and multi-select custom fields

RT Users
1

I have a ticket in the Support queue that has both the ‘External’ and
’Internal’ client types in a custom multi-select field. When I run the
following search:

Queue = ‘Support’ AND ‘CF.{Client}’ LIKE ‘Internal’ AND 'CF.{Client}'
LIKE ‘Internal’

I expected to get the ticket back, but instead I get 0 tickets. Is this
valid behaviour from RT’s perspective? Should I be searching in some
other way to return the ticket when it has a CF set to two values?

2

Alex,

Try changing the "AND" to "OR" between your two "like" conditions. Hope

this helps.

Kenn
LBNLOn 1/26/2009 7:04 AM, Alex Young wrote:

I have a ticket in the Support queue that has both the ‘External’ and
‘Internal’ client types in a custom multi-select field. When I run the
following search:

Queue = ‘Support’ AND ‘CF.{Client}’ LIKE ‘Internal’ AND ‘CF.{Client}’
LIKE ‘Internal’

I expected to get the ticket back, but instead I get 0 tickets. Is this
valid behaviour from RT’s perspective? Should I be searching in some
other way to return the ticket when it has a CF set to two values?

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

3

Thanks, but that brings back hundreds of tickets, when we know the other
query should bring back just the one ticket that has the CF set to
those two values.

Looking through the RT bug system, it looks like this is a known bug and
is due to be fixed in 3.8.3.From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: 26 January 2009 18:40
To: Alex Young
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Query builder and multi-select custom fields

Alex,

Try changing the "AND" to "OR" between your two "like"

conditions. Hope
this helps.

Kenn
LBNL

I have a ticket in the Support queue that has both the ‘External’ and
‘Internal’ client types in a custom multi-select field. When I run the

following search:

Queue = ‘Support’ AND ‘CF.{Client}’ LIKE ‘Internal’ AND ‘CF.{Client}’
LIKE ‘Internal’

I expected to get the ticket back, but instead I get 0 tickets. Is
this
valid behaviour from RT’s perspective? Should I be searching in some
other way to return the ticket when it has a CF set to two values?

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

4

There is a patch on rt3.fsck.com that needs testing:
http://rt3.fsck.com/Ticket/Display.html?id=8541#txn-77170

I’m not sure it applies to the latest 3.8On Tue, Jan 27, 2009 at 12:49 PM, Alex Young alexyoung@scoutsolutions.co.uk wrote:

Thanks, but that brings back hundreds of tickets, when we know the other
query should bring back just the one ticket that has the CF set to
those two values.

Looking through the RT bug system, it looks like this is a known bug and
is due to be fixed in 3.8.3.

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: 26 January 2009 18:40
To: Alex Young
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Query builder and multi-select custom fields

Alex,

   Try changing the "AND" to "OR" between your two "like"

conditions. Hope
this helps.

Kenn
LBNL

On 1/26/2009 7:04 AM, Alex Young wrote:

I have a ticket in the Support queue that has both the ‘External’ and
‘Internal’ client types in a custom multi-select field. When I run the

following search:

Queue = ‘Support’ AND ‘CF.{Client}’ LIKE ‘Internal’ AND ‘CF.{Client}’
LIKE ‘Internal’

I expected to get the ticket back, but instead I get 0 tickets. Is
this
valid behaviour from RT’s perspective? Should I be searching in some
other way to return the ticket when it has a CF set to two values?

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

5

I attempted to run the patch but it failed. Looks like it won’t work for 3.8.2

patching file lib/RT/Tickets_Overlay.pm
Hunk #1 succeeded at 1223 (offset 58 lines).
Hunk #2 succeeded at 1231 (offset 58 lines).
Hunk #3 succeeded at 1260 (offset 58 lines).
Hunk #4 succeeded at 1280 (offset 58 lines).
Hunk #5 succeeded at 1308 (offset 58 lines).
Hunk #6 FAILED at 1330.
Hunk #7 succeeded at 1447 (offset 66 lines).
1 out of 7 hunks FAILED – saving rejects to file lib/RT/Tickets_Overlay.pm.rejFrom: Ruslan Zakirov [mailto:ruslan.zakirov@gmail.com]
Sent: 27 January 2009 11:49
To: Alex Young
Cc: Kenneth Crocker; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Query builder and multi-select custom fields

There is a patch on rt3.fsck.com that needs testing:
http://rt3.fsck.com/Ticket/Display.html?id=8541#txn-77170

I’m not sure it applies to the latest 3.8