Viewing tickets with activity in the last X hours

RT Users
#1

How do you create a search, that can be saved and works when clicked on,
that allows you to view tickets with activity (last update) in the last X
hours?

We have the search criteria down on RT 3.0.8. For example, if we want to
view all tickets updated in the last 12 hours, and we are on the U.S. east
coast, which is GMT -5 hours:

Last Updated | After | -17 Hours

The -17 hours = going back 12 hours (-12) + -5 hours because the database
deals in GMT. It is very important to specify “hours”.

The problem is that bookmarks we save with this criteria don’t work. They
end up giving us random results, usually based on other criteria we may have
had in view before we clicked on the bookmark.

What are we doing wrong? We are clicking on the “Bookmarkable URL for this
search” link before saving the bookmark.

And, is there any way around the GMT thing? People are really barking at
having to do the math, even as amazingly simple as it is (number of hours
going back + 5, add a negative sign in front and the text “hours” at the
end).

Thanks.

Chago

#2

Adolfo Santiago wrote:

And, is there any way around the GMT thing? People are really barking at
having to do the math, even as amazingly simple as it is (number of hours
going back + 5, add a negative sign in front and the text “hours” at the
end).

“Last Updated” “Before” “12 hours ago” seems to DTRT under 3.0.9.
There have been a couple of odd timezone glitches fixed in recent
times, though I did think 3.0.8 would have been OK.
�|� Request Tracker — Best Practical Solutions – Trouble Ticketing. Free.

#3

That works. We are now using “Last Updated After 12 Hours Ago” and that
brings up only those tickets that have been most recently updated, which is
exactly what we want. Thanks!

The URL bookmark still doesn’t work, though. If I save it to my favorites
(with or without clicking on “Bookmarkable URL for this search”), and then I
click on the bookmark I just created, the behavior I get is different
depending on the conditions, but neither result is what’s expected.

  1. If I start with a blank slate (“New Search”), I get 0 results. It’s
    like clicking on the “Search” button without specifying any criteria.

  2. If I start with something already displayed (from some other bookmark),
    I get the same results as those of the previous bookmarks.

So, what we’ve done is create by hand two simple URL links that give us what
we want. Here they are (prefix with HTTP:):

Created on or after 12 hours ago

//RT-HOST/Search/Listing.html?CompileRestriction=1&DateType=Told&DateOp=%3E&
ValueOfDate=12+hours+ago&TicketsSortBy=LastUpdated&TicketsSortOrder=DESC&Ref
reshSearchInterval=600&Action=Search

Updated on or after 12 hours ago

//RT-HOST/Search/Listing.html?CompileRestriction=1&DateType=LastUpdated&Date
Op=%3E&ValueOfDate=12+hours+ago&TicketsSortBy=LastUpdated&TicketsSortOrder=D
ESC&RefreshSearchInterval=600&Action=Search

The only problem with these is that we first have to clear any existing
criteria (“New Search”) before we click on the bookmark. Otherwise, the
results won’t be correct. But that’s a lot better than having to enter the
criteria by hand each time.

Chago