Using UpdateStatus in a Search?

I am using the “UpdateStatus” value in the output of my “50 Highest
Priority Tickets” search to show which tickets have received new emails
from users (or updates from other support reps). I would like to be
able to use that value as a search criterion, to create a search that
shows me ONLY tickets that have such updates. However, I haven’t been
able to find a syntax that seems to work. I’ve tried a few
possibilities using the advanced editor for the search, but it doesn’t
seem to be a recognized field for criteria searches.

Has anyone done this, or can anyone suggest a pointer as to how it might
be accomplished?

Garrett Michael Hayes

(Side comment: As a complete newbie at setting up Linux and installing
things like Apache web server, etc. I found RT unbelievably frustrating
to set up and unbelievably rewarding once I managed. Been on it now for
about 4 months, and just finally hitting something I want to do that I
haven’t been able to solve with existing posts and articles. GREAT
tool!)

I am using the “UpdateStatus” value in the output of my “50 Highest Priority Tickets” search
to show which tickets have received new emails from users (or updates from other support
reps). I would like to be able to use that value as a search criterion, to create a search
that shows me ONLY tickets that have such updates. However, I haven’t been able to find a
syntax that seems to work. I’ve tried a few possibilities using the advanced editor for the
search, but it doesn’t seem to be a recognized field for criteria searches.

Unfortunately, while there’s a piece of syntax calls HasAttribute
which would let you say “Find my tickets where this attribute about
update status exists” you actually want to find tickets where the
attribute exists and the ticket has transactions newer than the stored
value. That would require code like that found in
RT::ticket::SeenUpTo and a custom portlet.

-kevin

Kevin,

Thanks for the pointer. That sounds like exactly what I want to do.
Unfortunately, it also sounds like it’s a teensy bit beyond my present
skillset. But I will definitely take a gander at it, and see if it’s
worth having a lash.

GarrettFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Thursday, March 27, 2014 3:04 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Using UpdateStatus in a Search?

I am using the “UpdateStatus” value in the output of my “50 Highest
Priority Tickets” search
to show which tickets have received new emails from users (or
updates from other support
reps). I would like to be able to use that value as a search
criterion, to create a search
that shows me ONLY tickets that have such updates. However, I
haven’t been able to find a
syntax that seems to work. I’ve tried a few possibilities using
the advanced editor for the
search, but it doesn’t seem to be a recognized field for criteria
searches.

Unfortunately, while there’s a piece of syntax calls HasAttribute
which would let you say “Find my tickets where this attribute about
update status exists” you actually want to find tickets where the
attribute exists and the ticket has transactions newer than the stored
value. That would require code like that found in
RT::ticket::SeenUpTo and a custom portlet.

-kevin