Search for tickets with unread comments

I’m trying to come up with a search for "my tickets with unread comments"
and I’m failing…

What I’d like to do is have a list of tickets that have been updated since
the last time I looked at them show up on the dashboard.

How can I do that?

If you have eight hours to chop down a tree
spend six sharpening your axe.
–Abraham Lincoln

I’m trying to come up with a search for "my tickets with unread comments"
and I’m failing…

What I’d like to do is have a list of tickets that have been updated since
the last time I looked at them show up on the dashboard.

How can I do that?

Try adding UpdateStatus to the format of your saved search, it works
in conjunction with the ShowUnreadMessages configuration variable.
You’ll likely want to order your search by last updated to make that
more useful.

-kevin

Kevin Falcone wrote:> On Thu, Mar 03, 2011 at 07:42:35AM -0800, Yan Seiner wrote:

I’m trying to come up with a search for "my tickets with unread comments"
and I’m failing…

What I’d like to do is have a list of tickets that have been updated since
the last time I looked at them show up on the dashboard.

How can I do that?

Try adding UpdateStatus to the format of your saved search, it works
in conjunction with the ShowUnreadMessages configuration variable.
You’ll likely want to order your search by last updated to make that
more useful.

That does in fact add a “New Messages” to my saved search… But it
doesn’t work (or at least not work the way I would have expected.)

Let me explain the scenario I’m working on:

I have some 20 people actively using RT to keep track of work in
progress. Roughly 5 are office and 15 are field crews. I expect people
from outside RT email comments to the general support email address, or
to contact someone in higher management, who will then add a comment to
the ticket.

These comments are typically about our field crews. When someone emails
a response, we have to answer fairly quickly. I would like RT to flag
any tickets where there are new comments so that the office crews can
get on top of the situation quickly and deal with it. In other words,
any ticket with new comments should be flagged as more urgent, or higher
priority, than any other ticket.

Back to the “New Messages” behavior - it doesn’t do that. It says "No"
even if a new emailed comment appears. Is there a way to get the
behavior I want?

My car is Japanese. My Vodka is Russian. My pizza is Italian. My kebab is Turkish. My democracy is Greek. My wine is French. My coffee is Brazilian. My language is English. My movies are American. My music is African. My beers are German. My shirt is Indian. My oil is Saudi Arabian. My electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. My math is Arabic, my writing Latin. And you complain that your neighbor is Mexican?

Back to the “New Messages” behavior - it doesn’t do that. It says
"No" even if a new emailed comment appears. Is there a way to get
the behavior I want?

Are you the one updating the ticket? That isn’t a valid test case.

But honestly, it sounds like you want to order by LastUpdated and show
LastUpdatedBy so that you can tell if an external customer updated a
ticket.

-kevin

Kevin Falcone wrote:

Back to the “New Messages” behavior - it doesn’t do that. It says
"No" even if a new emailed comment appears. Is there a way to get
the behavior I want?

Are you the one updating the ticket? That isn’t a valid test case.

The test case was a requester updating the ticket.

But honestly, it sounds like you want to order by LastUpdated and show
LastUpdatedBy so that you can tell if an external customer updated a
ticket.

OK, I’ll give it a try. Thanks!

My car is Japanese. My Vodka is Russian. My pizza is Italian. My kebab is Turkish. My democracy is Greek. My wine is French. My coffee is Brazilian. My language is English. My movies are American. My music is African. My beers are German. My shirt is Indian. My oil is Saudi Arabian. My electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. My math is Arabic, my writing Latin. And you complain that your neighbor is Mexican?

Kevin Falcone wrote:

Back to the “New Messages” behavior - it doesn’t do that. It says
"No" even if a new emailed comment appears. Is there a way to get
the behavior I want?

Are you the one updating the ticket? That isn’t a valid test case.

The test case was a requester updating the ticket.

But honestly, it sounds like you want to order by LastUpdated and show
LastUpdatedBy so that you can tell if an external customer updated a
ticket.

OK, I’ll give it a try. Thanks!

Yan,

I have not tried it yet, but this looks like it would do what you
want and mark tickets that have new replies:

Cheers,
Ken

Kevin Falcone wrote:

But honestly, it sounds like you want to order by LastUpdated and show
LastUpdatedBy so that you can tell if an external customer updated a
ticket.

For posterity, here’s my solution. I split “My tickets” into two
searches; one for “Newest tickets updated by me”

Owner = ‘CurrentUser’ AND LastUpdatedBy = ‘CurrentUser’ AND (
Status = ‘open’ OR Status = ‘stalled’ OR Status = ‘new’ )

and the other for “Newest tickets updated by others”

Owner = ‘CurrentUser’ AND LastUpdatedBy != ‘CurrentUser

I left off the status from this search because it is possible for an
outsider to update a closed ticket by email. It won’t show up on the
dashboard and then I have a pissed off [manager | citizen] to deal with.

I also added a third search for “Recently closed tickets” so we know
what tickets are closed.

This works for me.

–Yan

My car is Japanese. My Vodka is Russian. My pizza is Italian. My kebab is Turkish. My democracy is Greek. My wine is French. My coffee is Brazilian. My language is English. My movies are American. My music is African. My beers are German. My shirt is Indian. My oil is Saudi Arabian. My electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. My math is Arabic, my writing Latin. And you complain that your neighbor is Mexican?