Searching for Requestors with a specific number of tickets

RT Users
1

I have some workflows in how I use RT5 (will upgrade to 6 soon) whereby I want to find all tickets where the number of tickets from any requestor is either a specific number, or, a range, or, <> some value.

For example, I want to find all “New” tickets (Status) where the number of tickets created by a Requestor is 1. That would mean that the current New ticket is their first time contacting my RT. If they have a ticket, of any status, already, then they wouldn’t show up in this search as they have some sort of history with the platform.

So if jayne@example.com has only ever emailed once, the search result from the above would show her ticket (if the status is New).

This saved search would be useful when I, hypothetically, want to perform a Bulk Update for all of those “newbies” and welcome them to the ticketing system, or something like that.

Similarly, I may want to have a saved search for “frequent fliers” who have submitted > 50 tickets.

Or I may want to send a “thank you” note to everyone who has had more than 1000 tickets set to resolved.

Is there a way to do this with an Advanced search and some custom SQL foo?

I suspect there’s a way to do this with a custom OnCreate module, but I was hoping for a search based solution, if possible.

Thanks!

2

You want to find users, not tickets. The search for tickets cannot help at this point. You need two steps to do this or you need to collect data OnCreate.

So you have to list all users first an then look for the count of tickets in the next step.

Maybe it is possible to use a user’s CustomField to count every ticket OnCreate and search for this. We have no user’s CustomFields so I don’t know if this works.