Search based on User CF's

RT Users
1

Hi,

I’m having some trouble with searching in RT, we have a situation where we
want the ability search on user CF’s.

What I’m seeing is that I can only select fields that are in a ticket. I’d
need requestor–>CF.SomeCF like it’s possible to do Requestor–>organization
in the search form.
What would be the best way for achieving this?

I’m using RT 4, the place where I’m trying the search is on the "new search"
page.

Best regards,

Bart

2

Hi,

I’m having some trouble with searching in RT, we have a situation where we
want the ability search on user CF’s.

What I’m seeing is that I can only select fields that are in a ticket. I’d
need requestor–>CF.SomeCF like it’s possible to do Requestor–>organization
in the search form.
What would be the best way for achieving this?

I’m using RT 4, the place where I’m trying the search is on the “new search”
page.

Best regards,

Bart

Hi Bart,

Since user information is always changing, we set some ticket custom fields
with the values we need about the user at the ticket creation time. This gives
us a snapshot of the world at the time the ticket was created and it also
allows us to search appropriately.

Cheers,
Ken

3

Bart,

First off, you cannot set CF’s for a search if you have not first set the
Queue and clicked the “Add” button. Reason: RT doesn’t know what CF’s you
want until you selected the Queue(s) because CF’s are APPLIED to Queues.

Next, when using CF’s in a search, you have to make sure that the SQL code
has a single quote ’ around the entire CF name. ie ‘CF{name of cf}’ =
‘value’.

Hope this helps.

Kenn
LBNLOn Wed, Jul 6, 2011 at 5:30 AM, Bart bart@pleh.info wrote:

Hi,

I’m having some trouble with searching in RT, we have a situation where we
want the ability search on user CF’s.

What I’m seeing is that I can only select fields that are in a ticket. I’d
need requestor–>CF.SomeCF like it’s possible to do Requestor–>organization
in the search form.
What would be the best way for achieving this?

I’m using RT 4, the place where I’m trying the search is on the “new
search” page.

Best regards,

Bart

2011 Training: http://bestpractical.com/services/training.html

4

Hi,

Hi,
I’m having some trouble with searching in RT, we have a situation where we
want the ability search on user CF’s.
What I’m seeing is that I can only select fields that are in a ticket. I’d
need requestor–>CF.SomeCF like it’s possible to do Requestor–>organization
in the search form.
What would be the best way for achieving this?

Such searches are not available at the moment. As workaround a scrip
can be used that duplicates some users’ info in ticket’s custom fields
and search performed by tickets’ CFs.

I’m using RT 4, the place where I’m trying the search is on the “new search”
page.
Best regards,

Bart

2011 Training: http://bestpractical.com/services/training.html

Best regards, Ruslan.

5

Hi everyone,

Thanks for your input, this helped me out tremendously.

It’s a shame that searching based on user CF’s isn’t possible, in a way
users are connected to tickets and other attributes (the default user
fields) seem to be possible.
Hopefully it will be possible to also search on user CF’s in the future :slight_smile:
(hint hint lol)

For now I’m going to go with the option of filling a ticket CF with the
content of a user CF, I’ve found these wiki pages that will probably help me
with that task:

Thanks again, I’m off to create a nice custom scrip to achieve my goals.

Best regards,

Bart2011/7/6 Ruslan Zakirov ruz@bestpractical.com

Hi,

On Wed, Jul 6, 2011 at 4:30 PM, Bart bart@pleh.info wrote:

Hi,
I’m having some trouble with searching in RT, we have a situation where
we
want the ability search on user CF’s.
What I’m seeing is that I can only select fields that are in a ticket.
I’d
need requestor–>CF.SomeCF like it’s possible to do
Requestor–>organization
in the search form.
What would be the best way for achieving this?

Such searches are not available at the moment. As workaround a scrip
can be used that duplicates some users’ info in ticket’s custom fields
and search performed by tickets’ CFs.

I’m using RT 4, the place where I’m trying the search is on the “new
search”
page.
Best regards,

Bart

2011 Training: http://bestpractical.com/services/training.html

–
Best regards, Ruslan.