RT has the worst reporting system

RT Users
1

I am trying to create a query that will search resolved tickets within
the past 7 days. Anyone have any idea how to do this? Everything I try
is not giving me the results I am looking for.

2

I am trying to create a query that will search resolved tickets within the
past 7 days. Anyone have any idea how to do this? Everything I try is not
giving me the results I am looking for.

Status = ‘resolved’ && Resolved > ‘7 days ago’

Best regards, Ruslan.

3

Isn’t the logic there backwards? Shouldn’t it be less than:
Status = ‘resolved’ && Resolved < ‘7 days ago’

We use this…I would have to look at the saved search-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Ruslan Zakirov
Sent: Wednesday, May 02, 2012 1:20 PM
To: Michael Newland
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT has the worst reporting system

On Wed, May 2, 2012 at 10:18 PM, Michael Newland Michael.Newland@timco.aero wrote:

I am trying to create a query that will search resolved tickets within
the past 7 days. Anyone have any idea how to do this? Everything I
try is not giving me the results I am looking for.

Status = ‘resolved’ && Resolved > ‘7 days ago’

Best regards, Ruslan.

4

Oddly, I think Ruslan’s logic was correct. We have one for ‘Older than x days’ and it goes like this:
LastUpdated < ‘x days ago’
AND (
Status = ‘new’
OR Status = ‘open’)
AND (
Queue = ‘General’
OR Queue = ‘Another Queue to Monitor’)

You get the idea on the first line…From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Izz Abdullah
Sent: Wednesday, May 02, 2012 1:33 PM
To: ‘Ruslan Zakirov’; Michael Newland
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT has the worst reporting system

Isn’t the logic there backwards? Shouldn’t it be less than:
Status = ‘resolved’ && Resolved < ‘7 days ago’

We use this…I would have to look at the saved search

5

Oddly, I think Ruslan’s logic was correct. We have one for ‘Older than x days’ and it goes like this:
LastUpdated < ‘x days ago’
AND (
Status = ‘new’
OR Status = ‘open’)
AND (
Queue = ‘General’
OR Queue = ‘Another Queue to Monitor’)

You get the idea on the first line…

The “<” should be translated as “before”, not less than and “>” should be treated as
“after” and not “greater than”. So the query wants all ticket with a LastUpdated date
AFTER the day, 7 days ago.

Regards,
Ken

6

Michael,

Ruslan’s logic is correct.

Although I believe it could be shorter since the “Resolved” field is a date
field and shouldn’t have a value unless the ticket has been resolved.
Therefore ‘Resoved > 7 days ago’ would work as it interprets your situation
as
"if the resolved date has a date greater than 7 days ago’, that would mean
any ticket with a “Resolved Date” within that last 7 days would meet the
criteria.

KennOn Wed, May 2, 2012 at 11:41 AM, ktm@rice.edu ktm@rice.edu wrote:

On Wed, May 02, 2012 at 06:35:18PM +0000, Izz Abdullah wrote:

Oddly, I think Ruslan’s logic was correct. We have one for ‘Older than
x days’ and it goes like this:
LastUpdated < ‘x days ago’
AND (
Status = ‘new’
OR Status = ‘open’)
AND (
Queue = ‘General’
OR Queue = ‘Another Queue to Monitor’)

You get the idea on the first line…

The “<” should be translated as “before”, not less than and “>” should be
treated as
“after” and not “greater than”. So the query wants all ticket with a
LastUpdated date
AFTER the day, 7 days ago.

Regards,
Ken

7

Although I believe it could be shorter since the “Resolved” field is a
/date field/ and shouldn’t have a value unless the ticket has been
resolved.

Unless it was resolved and then reopened.