Trying to develop a query

RT Users
1

My department is implementing a policy that every open RT ticket must be
updated at least once a week by the ticket owner. Thus I want to write
a query so that a ticket owner can see a list of all tickets that they
haven’t updated in the previous week.

I tried doing this:

LastUpdated < ‘1 week ago’
AND Owner = ‘1000’
AND Queue = ‘Projects’
AND Status != ‘resolved’
AND Status != ‘rejected’
AND Status != ‘stalled’

But the problem is that if someone else (say the requestor) updates a
ticket during the week then that will modify LastUpdated. The ticket
won’t be included in this list even though the owner hasn’t updated it
yet.

So is there a way to narrow this query to only tickets not updated by
their owner in the last week? Ideally I guess there would be a variable
LastUpdatedByOwner instead of just LastUpdated.

Thanks,
P.

Phil Hollenback
hollenba@schrodinger.com
Schrodinger, Inc.

2

Philip J. Hollenback escreveu:

[…]

So is there a way to narrow this query to only tickets not updated by
their owner in the last week? Ideally I guess there would be a variable
LastUpdatedByOwner instead of just LastUpdated.

There is a “LastUpdatedBy” search field, that could help you, but it
won’t solve your problem cause if the owner have updated some ticket
within the due time, but the last chage was not performed by owner then
that ticket would be mistaken listed…

I think it’s not possible to have “LastUpdatedByOwner” in a simple way
cause the Tickets table doesn’t keep this information. The only way i
figure is to verify if there is any transaction created by ticket
owner… but the search interface doesn’t permit to search tickets
transactions…

Gilmar Santos Jr