hmm thanks for trying though Gene - much appreciated.
I’ve written a few custom At a Glance modules to show open tickets by
requestor, owner and priority grouped, as it appears you can’t do
aggregate columns in the query builder?
So for example I get a little box on the At a Glance screen with
Open Tickets by Requestor
blah@blah.com 4
foo@bar.com 2
jsmith 6
and those link using something like http://openbugrt.orbis/Search/
Results.html?Query=Requestor.RealName=‘Justin Hayes’ AND (Status =
‘new’ OR Status = ‘open’)
So a requestor can find his open tickets that way, I just wanted to
be able to provide a section like the My Tickets one for requestors
using CurrentUser, without writing another customer module. Maybe I’m
going to have to go down that route…
Cheers,
Justin
Justin Hayes
Support Manager
justin.hayes@orbisuk.comOn 2 May 2007, at 18:13, Gene LeDuc wrote:
I haven’t done much with TicketSQL, but I love puzzles so I just
spent a couple hours messing with Query Builder. I tried
“Requestor.Id=‘22’” where ‘22’ is my user id, and I got the full
list of tickets, so the problem is not with using Requestor.Id in a
query. Then I tried “Requestor.Id=‘CurrentUser’” and got no
tickets. I’m guessing that when you see “CurrentUser”
displayed in the Query Builder, it’s only RT’s way of representing
the current user “for display purposes only.” If you use it in a
query, Query Builder doesn’t know what to do with it.
Try this.
Go to your Home Page. make sure that there is at least 1 ticket
listed under “10 highest priority tickets I own”. Click the “edit”
link to the right. Click the “Search - My Tickets” link on the
next screen. From the resulting Query Builder screen, click “Add
and Search” without making any changes. Since you didn’t modify
the query at all, you would expect to see the same tickets that
were listed on your Home Page. When I do this I get “Found 0
tickets”.
Requestor.Id works fine. The problem seems to be that
“CurrentUser” doesn’t actually translate to “the current user’s
id” in the Query Builder.
I don’t have an answer that works.
At 05:40 AM 5/2/2007, Justin Hayes wrote:
Thanks Gene
Is there any documentation on what’s possible or am I going to
have to figure this out from code?
The TicketSQL page on the wiki doesn’t seem to contain much…
Cheers,
Justin
Justin Hayes
Support Manager
justin.hayes@orbisuk.com
On 1 May 2007, at 16:35, Gene LeDuc wrote:
Hi Justin,
I’m pretty sure that Requestor is a group rather than an
individual (a ticket can have multiple requestors, but only a
single owner). You might see if there are any functions that
check for group membership in TicketSQL.
Gene
At 06:35 AM 5/1/2007, Justin Hayes wrote:
Hi,
The customers I support (the Requestors) will be using the At A
Glance screen rather than SelfService. I would like to create a
saved search that will display tickets requested by the
currently logged in user.
I know you can do Owner = ‘CurrentUser’ in a search, but is
there an equivalent for Requestor?
I’ve tried Requestor = ‘CurrentUser’, Requestor.id,
Requestor.Name, Requestor.RealName etc etc but none seem to
work. Can’t see anything about this on the Wiki so thought I’d
ask here.
Thanks in advance for any help!
Justin Hayes
Support Manager
justin.hayes@orbisuk.com
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Gene LeDuc, GSEC
Security Analyst
San Diego State University
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Gene LeDuc, GSEC
Security Analyst
San Diego State University