Untouched Tickets

I am looking for a way to search for untouched tickets that are not new but untouched for a specified amount of time? I found this http://www.gossamer-threads.com/lists/rt/users/42582?search_string=untouched;#42582 but it looks more like taking action and also using rt-cron. I am just looking to make a search.

Any help is appreciated.

Jason Ledford
Systems Analyst
The Biltmore Companyhttp://www.biltmore.com/
One North Pack Square
Asheville, NC 28801
(828) 225-6127

Hi Jason,

I created a Dashboard from the following query made in the Query builder. I call it “Not touched today”…

Queue = 'Support’
AND Status - 'open’
AND LastUpdated < 'yesterday’
AND ‘CF .{Long Term}’ != ‘True’

The CF is a custom field I have for tickets that are long term and I want to exclude these from my results.

This might be a good place to start.

RegardsFrom: "Jason Ledford " < jledford @ biltmore .com>
To: rt-users@lists. bestpractical .com
Sent: Friday, 7 January, 2011 12:52:15 PM
Subject: [rt-users] Untouched Tickets

I am looking for a way to search for untouched tickets that are not new but untouched for a specified amount of time? I found this http://www.gossamer-threads.com/lists/rt/users/42582?search_string=untouched;#42582 but it looks more like taking action and also using rt-cron. I am just looking to make a search.

Any help is appreciated.

Jason Ledford

Systems Analyst

The Biltmore Company

One North Pack Square

Asheville , NC 28801

(828) 225-6127

Paul O’Rorke

paul@paulororke.net
Home .: +1 (250) 483 1456
Mobile.: +1 (250) 709 7740

Funny how no matter how many times I have gone through the interface I didn’t see the LastUpdated field. I like the use of “yesterday” and this is pretty much what I want. Is there any other variable/function I could use besides yesterday so I could create and save this search and not have to enter a date. Like show me last updated 3 days ago:
LastUpdated < ‘yesterday -3’ AND ( Status = ‘new’ OR Status = ‘open’ )

Any way to make a saved search like that?From: Paul D. O’Rorke [mailto:paul@paulororke.net]
Sent: Friday, January 07, 2011 12:26 PM
To: Jason Ledford
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Untouched Tickets

[file:///C:\Users\paul\AppData\Local\Temp\moz-screenshot-674.png][file:///C:\Users\paul\AppData\Local\Temp\moz-screenshot-675.png]Hi Jason,

I created a Dashboard from the following query made in the Query builder. I call it “Not touched today”…
Queue = 'Support’
AND Status - 'open’
AND LastUpdated < 'yesterday’
AND ‘CF.{Long Term}’ != ‘True’

The CF is a custom field I have for tickets that are long term and I want to exclude these from my results.

This might be a good place to start.

Regards

From: “Jason Ledford” jledford@biltmore.com
To: rt-users@lists.bestpractical.com
Sent: Friday, 7 January, 2011 12:52:15 PM
Subject: [rt-users] Untouched Tickets

I am looking for a way to search for untouched tickets that are not new but untouched for a specified amount of time? I found this http://www.gossamer-threads.com/lists/rt/users/42582?search_string=untouched;#42582 but it looks more like taking action and also using rt-cron. I am just looking to make a search.

Any help is appreciated.

Paul O’Rorke

paul@paulororke.nethttp://mailto:paul@paulororke.net
Home .: +1 (250) 483 1456
Mobile.: +1 (250) 709 7740

LastUpdated < 3 days ago
Works fine !

So simpleLe 7 janv. 2011 à 22:51, “Jason Ledford” <jledford@biltmore.commailto:jledford@biltmore.com> a écrit :

LastUpdated <