RT Query

RT Users
#1

To all & Jesse,

I have wondered if it would be RT Query could be enhanced to allow two

things:

1) The ability to search for Queues with the "LIKE" command.
Reason; I have several groups that have more than 15 queues (1 has 52

Queues) under their management. In order for them to write a query to
look at ALL the queues they are responsible for, they have to include
EACH QUEUE by name in the SQL, rather than Queue like “BTS-” and get all
Queues that start with “BTS-”. That would save a bit of code and time.

2) Add the ability to get history records from RT. We allow different

types of date, why not allow transactions records with type = comment"
or “correspond”, etc.?
Reason; my users want to get some queries that show the comments
they’ve made on tickets.

Right now, I am having to create some non-normalized views of the RT

data so they can create these kind of queries OUTSIDE of RT. I’d prefer
to keep them INSIDE RT.

Is it possible to put these type of options in rt 3.8.3 or 3.8.4?

Kenn
LBNL

#2

To all & Jesse,

I have wondered if it would be RT Query could be enhanced to allow
two
things:

  1. The ability to search for Queues with the “LIKE” command.
    Reason; I have several groups that have more than 15 queues (1 has
    52
    Queues) under their management. In order for them to write a query to
    look at ALL the queues they are responsible for, they have to include
    EACH QUEUE by name in the SQL, rather than Queue like “BTS-” and get
    all
    Queues that start with “BTS-”. That would save a bit of code and
    time.

I second that request. Our RT now has over 70 queues, which I try to
name systematically along similar lines, and this would be really
useful.

Actually, even better would be to have a hierarchy of queues. This
would be useful not just from a query perspective but also from the
point of view of granting rights to groups of queues.

Regards,

Tim

The Wellcome Trust Sanger Institute is operated by Genome Research
Limited, a charity registered in England with number 1021457 and a
company registered in England with number 2742969, whose registered
office is 215 Euston Road, London, NW1 2BE.