Several Silly Questions

RT Users
1

for which I didn’t see obvious answers on the docu-wiki:

  1. Is it possible to get ticket search reports to list exact dates
    instead of relative time? (29 Sep 05, instead of “3 days ago”)

  2. Is there an easy way to get stalled tickets to appear in the Top 10
    list? (And why isn’t that the default?)

And a couple of questions which border on suggestions. :slight_smile:

  1. Is there a way to pick up the resolution comment onto ticket search
    reports? Alternatively, should there be a dedicated ticket-level field
    for that which can be put on such reports? I realize I can do that
    with a custom field, and I am, but it’s hard to get to that field to
    enter the data. Which leads to:

the question I think someone was actually asking the other day:

  1. Is there a way to get ticket-level custom fields to appear on the
    transaction-level field? My custom “Resolution Summary” field, frex.
    If I could fill it in when resolving the ticket, instead of having to
    go another click deep to get to it; it’d be nice.

And, finally:

  1. Is there anyway to get a ‘fireboard’ view of the most recently added
    transactions for a group or queue? Something a manager could use to
    maintain a tactical overview of Work In Progress?

Cheers,
– jra
Jay R. Ashworth jra@baylink.com
Designer Baylink RFC 2100
Ashworth & Associates The Things I Think '87 e24
St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274

"NPR has a lot in common with Nascar... we both turn to the left."
	- Peter Sagal, on Wait Wait, Don't Tell Me!
2

** I use RT3.2.2 - Your files/locations/etc may vary**

Jay R. Ashworth wrote:

for which I didn’t see obvious answers on the docu-wiki:

  1. Is it possible to get ticket search reports to list exact dates
    instead of relative time? (29 Sep 05, instead of “3 days ago”)

Use LastUpdated instead of LastUpdatedRelative, Resolved instead of
ResolvedRelative, etc.

  1. Is there an easy way to get stalled tickets to appear in the Top 10
    list? (And why isn’t that the default?)

Copy MyRequests and MyTickets from rtdir/share/html/Elements to
rtdir/local/html/Elements and change
my $Query = " Owner = ‘“.$session{‘CurrentUser’}->Id.”’ AND ( Status =
‘new’ OR Status = ‘open’ )";

to

my $Query = " Owner = ‘“.$session{‘CurrentUser’}->Id.”’ AND ( Status =
‘new’ OR Status = ‘open’ OR Status = ‘stalled’ )";
in the <%init> section.

And a couple of questions which border on suggestions. :slight_smile:

  1. Is there a way to pick up the resolution comment onto ticket search
    reports? Alternatively, should there be a dedicated ticket-level field
    for that which can be put on such reports? I realize I can do that
    with a custom field, and I am, but it’s hard to get to that field to
    enter the data. Which leads to:

the question I think someone was actually asking the other day:

  1. Is there a way to get ticket-level custom fields to appear on the
    transaction-level field? My custom “Resolution Summary” field, frex.
    If I could fill it in when resolving the ticket, instead of having to
    go another click deep to get to it; it’d be nice.

And, finally:

  1. Is there anyway to get a ‘fireboard’ view of the most recently added
    transactions for a group or queue? Something a manager could use to
    maintain a tactical overview of Work In Progress?

Cheers,
– jra

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati