Besides using a saved search (which does work), we altered the RT
delivered “QuickSearch” query to include a couple extra statuses we
added. That way we can just click the number that represents the status
for a particular queue and viola’, we’re there. You could just as easily
add “resolved” for that “QuickSearch”, but it would not allow for a time
frame and would continue to gather all “resolved” tickets, regardless of
when they were resolved. Our feeling was that would be a waste of
resources to gather all those same records over and over. Hence, using a
saved search is a better choice.
LBNLOn 9/15/2009 11:00 AM, David Griffith wrote:
How can I instantly review tickets of a given status without going through
a simple or advanced search? I thought using a saved search would work,
but the search parameters don’t seem to be able to handle something like
"show me all resolved tickets from the past three days".