Searching For Tickets Without Reminders

Hey there,

We handle a bunch of tickets and one of the ways we help our support staff
not drop the ball is by putting a saved search on the support Dashboard
that shows ‘my stagnant tickets’ [LastUpdated < ‘12 days ago’ AND Owner.id
= ‘CurrentUser’ AND ( Status = ‘open’ OR Status = ‘new’ )].

We have a class of requests that require us to take an action which may
take a few weeks; in these cases the support folks set a reminder for e.g.
3 weeks. We don’t to close these tickets b/c they are still being serviced
and should show up in the various reports that check for ticket status.
OTOH these aren’t stagnant tickets in the sense that they are correctly on
hold for a few weeks.

One of the users asked if we can modify the ‘my stagnant tickets’ search to
omit tickets that have an open reminder set. This seems like a reasonable
approach. Anyone know how to do this using RT Ticket Searches?

thanks
ram

We have a class of requests that require us to take an action which may take a few weeks; in
these cases the support folks set a reminder for e.g. 3 weeks. We don’t to close these tickets
b/c they are still being serviced and should show up in the various reports that check for
ticket status. OTOH these aren’t stagnant tickets in the sense that they are correctly on hold
for a few weeks.
One of the users asked if we can modify the ‘my stagnant tickets’ search to omit tickets that
have an open reminder set. This seems like a reasonable approach. Anyone know how to do this
using RT Ticket Searches?

While you can search for tickets with Links (or tickets linked to a
specific ticket) using syntax such as DependedOnBy = 12345 or
DependedOnBy IS [NOT] NULL, you cannot search on attributes of the
object on the far side of the link (You want to be able to write
ReferredToBy.Type = ‘reminder’ to find tickets with a refers to link
to tickets with type reminder).

If you never use links other than Reminders, you could just hide
tickets which have a ReferredToBy. Alternately, you could stick
tickets into another status instead of using reminders (or in addition
to using reminders) and exclude that status.

I often will put a ticket into ‘pending’ with a due date, which makes
it trivial to search for and avoids dealing with Reminders.

-kevin

We have a class of requests that require us to take an action which
may take a few weeks; in
these cases the support folks set a reminder for e.g. 3 weeks. We
don’t to close these tickets
b/c they are still being serviced and should show up in the various
reports that check for
ticket status. OTOH these aren’t stagnant tickets in the sense that
they are correctly on hold
for a few weeks.
One of the users asked if we can modify the 'my stagnant tickets’
search to omit tickets that
have an open reminder set. This seems like a reasonable approach.
Anyone know how to do this
using RT Ticket Searches?

While you can search for tickets with Links (or tickets linked to a
specific ticket) using syntax such as DependedOnBy = 12345 or
DependedOnBy IS [NOT] NULL, you cannot search on attributes of the
object on the far side of the link (You want to be able to write
ReferredToBy.Type = ‘reminder’ to find tickets with a refers to link
to tickets with type reminder).

If you never use links other than Reminders, you could just hide
tickets which have a ReferredToBy. Alternately, you could stick
tickets into another status instead of using reminders (or in addition
to using reminders) and exclude that status.

I often will put a ticket into ‘pending’ with a due date, which makes
it trivial to search for and avoids dealing with Reminders.

-kevin

Thanks. We do link tickets in a variety of use cases so our plan short term
change the date cutoff from 10 days to 22 days which is longer than the
typical reminder while medium term we will write an RT module that will do
the search directly so we can filter out linked tickets which are
non-overdue reminders.

cheers
ram

Hey there,

We handle a bunch of tickets and one of the ways we help our support
staff not drop the ball is by putting a saved search on the support
Dashboard that shows ‘my stagnant tickets’ [LastUpdated < ‘12 days ago’
AND Owner.id = ‘CurrentUser’ AND ( Status = ‘open’ OR Status =
‘new’ )].

We have a class of requests that require us to take an action which may
take a few weeks; in these cases the support folks set a reminder for
e.g. 3 weeks. We don’t to close these tickets b/c they are still being
serviced and should show up in the various reports that check for ticket
status. OTOH these aren’t stagnant tickets in the sense that they are
correctly on hold for a few weeks.

One of the users asked if we can modify the ‘my stagnant tickets’ search
to omit tickets that have an open reminder set. This seems like a
reasonable approach. Anyone know how to do this using RT Ticket Searches?

thanks
ram

You can create a ticket CustomField ‘has_open_reminder’ and create an
global scrip which:

  • on reminder create set the ticket CF ‘has_open_reminder’ to ‘yes’
  • on reminder open set the ticket CF ‘has_open_reminder’ to ‘yes’
  • on reminder close set ticket CF ‘has_open_reminder’ to ‘’
    You can then add to your dashboard search:
    AND ‘CF.{has_open_reminder}’ != ‘yes’

Chris

One of the users asked if we can modify the ‘my stagnant tickets’ search
to omit tickets that have an open reminder set. This seems like a
reasonable approach. Anyone know how to do this using RT Ticket Searches?

You can create a ticket CustomField ‘has_open_reminder’ and create an
global scrip which:

  • on reminder create set the ticket CF ‘has_open_reminder’ to ‘yes’
  • on reminder open set the ticket CF ‘has_open_reminder’ to ‘yes’
  • on reminder close set ticket CF ‘has_open_reminder’ to ''
    You can then add to your dashboard search:
    AND ‘CF.{has_open_reminder}’ != ‘yes’

This is a clever approach, thanks for the suggestion Chris.

cheers
ram