RT 3.8.2 - Query Builder - Dashboards

Hello

I am trying to create some intelligent dashboards using the query builders
to save defined searches, based on CFields.

I seem to recall in an older version of RT that the CFields and values drop
down would show up the only one i see is the CF.{SLA} drop down. I know I
can use the Advanced tab to Build the query manually, however the drop downs
are more intuitive for less SQL empowered users. Is there a way to enable
the query Builder to enumerate active CF’s and their values? to use in the
Query Builder?

Also I would like to build a dashboard for Tickets Due Today and ones for
Tomorrow. W/o having to go and change the Due is before each day can
It auto popolate based upon today’s day +1 ?

Please advise,
–MarcAnthony

MarcAnthony Barrette
Sr. Technical Support Manager
e. MarcAnthony.Barrette@ThePortalGrp.com
e. MarcAnthony_Barrette@Toyota.com
m. 415.350.1143

MarcAnthony Barrette wrote:

Hello

I am trying to create some intelligent dashboards using the query builders
to save defined searches, based on CFields.

I seem to recall in an older version of RT that the CFields and values drop
down would show up the only one i see is the CF.{SLA} drop down. I know I
can use the Advanced tab to Build the query manually, however the drop downs
are more intuitive for less SQL empowered users. Is there a way to enable
the query Builder to enumerate active CF’s and their values? to use in the
Query Builder?

As far as I can tell, CFs need to be global if they are to appear in the query
builder pull-downs.

Also I would like to build a dashboard for Tickets Due Today and ones for
Tomorrow. W/o having to go and change the Due is before each day can
It auto popolate based upon today’s day +1 ?

You can use relative terms like ‘today’, ‘tomorrow’ or ‘3 days ago’ in the
time fields for date based searches. They’re interpreted every time the
search is run. That should be sufficient for you to build your dashboards.

Cheers,

Matthew

Dr Matthew Seaman The Bunker, Ash Radar Station
PGP: 0x60AE908C on servers Marshborough Rd
Tel: +44 1304 814890 Sandwich
Fax: +44 1304 814899 Kent, CT13 0PL, UK

signature.asc (259 Bytes)

MarcAnthony Barrette wrote:

Hello
I am trying to create some intelligent dashboards using the query
builders
to save defined searches, based on CFields.
I seem to recall in an older version of RT that the CFields and
values drop
down would show up the only one i see is the CF.{SLA} drop down. I
know I
can use the Advanced tab to Build the query manually, however the
drop downs
are more intuitive for less SQL empowered users. Is there a way to
enable
the query Builder to enumerate active CF’s and their values? to use
in the
Query Builder?

As far as I can tell, CFs need to be global if they are to appear in
the query
builder pull-downs.

Just select a Queue first.
RT needs to know which CFs to display (based on the queue) unless
they’re global

-kevin

That did the trick, thanks Kevin and Matt

MarcAnthony Barrette
Sr. Technical Support Manager
e. MarcAnthony.Barrette@ThePortalGrp.com
e. MarcAnthony_Barrette@Toyota.com
m. 415.350.1143On Mon, Jun 8, 2009 at 5:10 PM, Kevin Falcone falcone@bestpractical.comwrote:

On Jun 8, 2009, at 5:51 PM, Matthew Seaman wrote:

MarcAnthony Barrette wrote:

Hello
I am trying to create some intelligent dashboards using the query
builders
to save defined searches, based on CFields.
I seem to recall in an older version of RT that the CFields and
values drop
down would show up the only one i see is the CF.{SLA} drop down. I
know I
can use the Advanced tab to Build the query manually, however the
drop downs
are more intuitive for less SQL empowered users. Is there a way to
enable
the query Builder to enumerate active CF’s and their values? to use
in the
Query Builder?

As far as I can tell, CFs need to be global if they are to appear in
the query
builder pull-downs.

Just select a Queue first.
RT needs to know which CFs to display (based on the queue) unless
they’re global

-kevin

Also I would like to build a dashboard for Tickets Due Today and
ones for
Tomorrow. W/o having to go and change the Due is before each
day can
It auto popolate based upon today’s day +1 ?

You can use relative terms like ‘today’, ‘tomorrow’ or '3 days ago’
in the
time fields for date based searches. They’re interpreted every time
the
search is run. That should be sufficient for you to build your
dashboards.

  Cheers,

  Matthew


Dr Matthew Seaman The Bunker, Ash Radar Station
PGP: 0x60AE908C on servers Marshborough Rd
Tel: +44 1304 814890 Sandwich
Fax: +44 1304 814899 Kent, CT13 0PL, UK


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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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

I just upgraded to rt 3.8.3 and the first thing I get after logging in is:

Undefined subroutine &HTML::Mason::Commands::GetColumnMapEntry called at
/opt/rt3/share/html/Elements/RT__Ticket/ColumnMap line 354, line 137

Everything else seems to actually work up to the time to actually display a
ticket.

FYI. Running on Oracle and have upgraded the DB as part of the RT upgrade.

Anyone have any ideas ?

Thanks.

smime.p7s (4.16 KB)

I just upgraded to rt 3.8.3 and the first thing I get after logging in is:

Undefined subroutine HTML::Mason::Commands::GetColumnMapEntry called at /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap line 354,line 137

Everything else seems to actually work up to the time to actually display a ticket.
FYI. Running on Oracle and have upgraded the DB as part of the RT upgrade.
Anyone have any ideas ?
Thanks.

Not without seeing your RT_SiteConfig.pm…

Well, it seems to be a conflict somewhere.according to the logs:

[Tue Jun 9 14:52:25 2009] [error]: Found more than one occurrence of the
/Callbacks/RTFM/Elements/Tabs/Default callback. This may cause only one of
the callbacks to run. Look for the duplicate Callback in your
/opt/rt3/local/html /opt/rt3/share/html
(/opt/rt3/bin/…/lib/RT/Interface/Web/Request.pm:172)

I can actually get it working by renaming local to local.test, clearing the
Mason data cache and restarting RT. I get an error because RT can’t find
local, so I rename local.test back to local without clearing the cache and
it works. Definitely not elegant but it points to one of the
customizations, I guess…

The Site Config is as follows:

RT base configuration

Set( $rtname, ‘Test Company’);

Set($WebBaseURL , “https://collab.simple-e-business.net”);

Set($WebPath , “/rttest”);

Database configuration

Set($DatabasePassword , “rt12345”);

Set($DatabaseType , ‘Oracle’);

Set($DatabaseHost , ‘127.0.0.1’);

Set($DatabasePort , ‘’);

Set($DatabaseUser , ‘rt’);

Set($DatabaseName , ‘RT’);

Debug configuration

Set($LogToFileNamed , “rt.log”);

Set($LogToFile , ‘debug’);

Set($UseQueueFriendlyFromLine , 1);

sprintf() format of the friendly ‘From:’ header; its arguments

are SenderName and SenderEmailAddress.

Set($QueueFriendlyFromLineFormat , ““Test Services” <%s>”);

Set($TrustHTMLAttachments , 1);

1;From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Gagel
Sent: June 9, 2009 11:22 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT 3.8.3

I just upgraded to rt 3.8.3 and the first thing I get after logging in is:

Undefined subroutine &HTML::Mason::Commands::GetColumnMapEntry called at
/opt/rt3/share/html/Elements/RT__Ticket/ColumnMap line 354, line 137

Everything else seems to actually work up to the time to actually display a
ticket.

FYI. Running on Oracle and have upgraded the DB as part of the RT upgrade.

Anyone have any ideas ?

Thanks.

Not without seeing your RT_SiteConfig.pm…

smime.p7s (4.16 KB)

MarcAnthony Barrette wrote:

Also I would like to build a dashboard for Tickets Due Today and ones for Tomorrow. W/o having to go and change the Due is before each day can It auto popolate based upon today's day +1 ?

You can use relative terms like ‘today’, ‘tomorrow’ or '3 days ago’
in the
time fields for date based searches. They’re interpreted every time
the
search is run. That should be sufficient for you to build your
dashboards.

Hello, MarcAnthony. If you are trying to use relative search terms
like Matthew described, there is a thread in the archives that might
help you; take a look at the “Relative Dates in Search” thread here:

http://lists.fsck.com/pipermail/rt-users/2009-February/thread.html
Cassandra Phillips-Sears
Office Manager
Best Practical Solutions, LLC

very helpful indeed, thanks for digging up this old post

MarcAnthony Barrette
Sr. Technical Support Manager
e. MarcAnthony.Barrette@ThePortalGrp.com
e. MarcAnthony_Barrette@Toyota.com
m. 415.350.1143On Tue, Jun 9, 2009 at 10:50 AM, Cassandra Phillips-Sears < cassandra@bestpractical.com> wrote:

On Jun 8, 2009, at 5:51 PM 6/8/09, Matthew Seaman wrote:

MarcAnthony Barrette wrote:

Also I would like to build a dashboard for Tickets Due Today and ones for Tomorrow. W/o having to go and change the Due is before each day can It auto popolate based upon today's day +1 ?

You can use relative terms like ‘today’, ‘tomorrow’ or '3 days ago’
in the
time fields for date based searches. They’re interpreted every time
the
search is run. That should be sufficient for you to build your
dashboards.

Hello, MarcAnthony. If you are trying to use relative search terms
like Matthew described, there is a thread in the archives that might
help you; take a look at the “Relative Dates in Search” thread here:

http://lists.fsck.com/pipermail/rt-users/2009-February/thread.html

Cassandra Phillips-Sears
Office Manager
Best Practical Solutions, LLC
http://www.bestpractical.com


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

No problem, MarcAnthony.
Cassandra Phillips-Sears
cassandra@bestpractical.com

Office Manager
Best Practical Solutions, LLC
http://www.bestpractical.comOn Jun 9, 2009, at 2:15 PM 6/9/09, MarcAnthony Barrette wrote:

very helpful indeed, thanks for digging up this old post

MarcAnthony Barrette
Sr. Technical Support Manager
e. MarcAnthony.Barrette@ThePortalGrp.com
e. MarcAnthony_Barrette@Toyota.com
m. 415.350.1143

On Tue, Jun 9, 2009 at 10:50 AM, Cassandra Phillips-Sears <cassandra@bestpractical.com wrote:
On Jun 8, 2009, at 5:51 PM 6/8/09, Matthew Seaman wrote:

MarcAnthony Barrette wrote:

Also I would like to build a dashboard for Tickets Due Today and ones for Tomorrow. W/o having to go and change the Due is before each day can It auto popolate based upon today's day +1 ?

You can use relative terms like ‘today’, ‘tomorrow’ or '3 days ago’
in the
time fields for date based searches. They’re interpreted every time
the
search is run. That should be sufficient for you to build your
dashboards.

Hello, MarcAnthony. If you are trying to use relative search terms
like Matthew described, there is a thread in the archives that might
help you; take a look at the “Relative Dates in Search” thread here:

http://lists.fsck.com/pipermail/rt-users/2009-February/thread.html

Cassandra Phillips-Sears
Office Manager
Best Practical Solutions, LLC
http://www.bestpractical.com


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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