Searches containing merged tickets

RT Users
1

Hi all

The way our manager did her stats for RT1 was to list all tickets in
the DB, and then cut & paste it into Excel, from where she’d make all
perty graphs and things. Now, to duplicate this in our brand-new RT2
setup, I’m having a bit of a headache…

Firstly, it seems the only way I could get it to list all tickets is to
do a search for “where e-mail address contains @” and set it to
unlimited results. Two problems manifest with this:

  1. It only lists about 1000 tickets. Actually, the highest number is
    1078, but I’m thinking this is caused by gaps in the numbering due to
    dead tickets. Is this hard-limited in any way?

  2. It lists merged tickets as all their component tickets… This
    means that tickets 2 and 3, which were merged into 1, is still listed
    as ticket 2 and 3. This has changed from RT1, which only listed the
    single combined ticket. This is the biggest problem, as stats will be
    skewed… :-/

I’d like to know if either of these two artifacts are bugs, or intended
operation? We’re currently on 2.0.9pre5, along with
DBIx-SearchBuilder 0.47. Its running on RedHat 6.2, perl 5.00503 and
mysql 3.23.41.

Dewet

Dewet Diener dewet@itouchlabs.com -o)
Systems Administrator iTouch Labs /
Self-confessed geek and Linux fanatic __v

SYN! … SYN! ACK! … ACK!
The mating call of the internet

2

Generally the way I enumerate all tickets is searching for
all tickets that have a status that != dead. I don’t tend to see either
of the bugs you described when doing so.On Fri, Nov 09, 2001 at 12:35:17PM +0200, Dewet Diener wrote:

Hi all

The way our manager did her stats for RT1 was to list all tickets in
the DB, and then cut & paste it into Excel, from where she’d make all
perty graphs and things. Now, to duplicate this in our brand-new RT2
setup, I’m having a bit of a headache…

Firstly, it seems the only way I could get it to list all tickets is to
do a search for “where e-mail address contains @” and set it to
unlimited results. Two problems manifest with this:

  1. It only lists about 1000 tickets. Actually, the highest number is
    1078, but I’m thinking this is caused by gaps in the numbering due to
    dead tickets. Is this hard-limited in any way?

  2. It lists merged tickets as all their component tickets… This
    means that tickets 2 and 3, which were merged into 1, is still listed
    as ticket 2 and 3. This has changed from RT1, which only listed the
    single combined ticket. This is the biggest problem, as stats will be
    skewed… :-/

I’d like to know if either of these two artifacts are bugs, or intended
operation? We’re currently on 2.0.9pre5, along with
DBIx-SearchBuilder 0.47. Its running on RedHat 6.2, perl 5.00503 and
mysql 3.23.41.

Dewet

–
Dewet Diener dewet@itouchlabs.com -o)
Systems Administrator iTouch Labs /
Self-confessed geek and Linux fanatic __v

SYN! … SYN! ACK! … ACK!
The mating call of the internet

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