RT Gurus,
I have yet to figure out how to construct medium complexity queries with a mix of and/or statements using the OOB Query builder. I’ve also tried overriding and enhancing the query under Advanced with zero success. From the posts I’ve read RT restricts users and admins from writing complex queries because malicious code could be written. While I understand that…it makes creating user centric and meaningful dashboards impossible. Is there an extension or work around that will allow admins to write and publish complex queries that are multiple levels deep and use both AND & OR statements throughout. I would also like to add custom filters to dashboards (such as this week, last week, this month, last month, etc.) and can’t figure out how to. Additionally I’d like to change the layout of a dashboard from just 2 columns to something more appealing and suited for the data I was to present? How do I bridge these gaps so my users aren’t disappointed in their dashboards?
I don’t believe there is an explicit limitation on how complicated your queries can get In the query builder. Is there a query that you’re trying to construct that isn’t working in the web UI?
RT 6 allows you to customize the amount of columns in a dashboard, right now in RT 5 you can change the number of columns (Bootstrap columns) for the body and sidebar components but not the actual number of columns in the dashboard.
We’re testing RT5. I urge you to try creating a query looking at tickets with a Staus= New OR Status= In Process OR Status= On Hold AND Queue= A OR Queue= B OR Queue= C. You can’t mix And OR statements together using the OOB query builder or override the query and save in the Advanced Tab. Past posts on the same topic highlighted the same problem with no solution. This one it old, but for reference: Query Builder documentation - RT Users - Request Tracker Community Forum.
Kindly point me in the direction of where I can control this for a dashboard-" change the number of columns (Bootstrap columns) for the body and sidebar components".
Thanks,
Julie
For your example query, in the advanced tab this seems to work for me:
( Status = 'New' OR Status = 'In Process' OR Status = 'On Hold' ) AND ( Queue = 'A' OR Queue = 'B' OR Queue = 'C' )
I see options to change the width when editing a dashboard:
I don’t write code, so my operators were off. Let me play around with this model a bit to see how far i get writing other queries. Is there a cheat sheet/ query bible for non-developers that includes commonly used/ helpful queries for RT 5?
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