[rt-users] 2 advanced queries and graphics

[Kevin Falcone]

On Mon, Aug 09, 2010 at 04:30:20PM -0300, Elton S. Fenner wrote:
>    Hi,
> 
>    Before asking my questions I wanna say thanks for RT.
>    We are celebrating the first anniversary of RT installation and just reached ticket #25680.
> 
>    So, I'm gonna do my best to explain my needs it would be better if I could do it in pt_BR ;-)
> 
>    First question:
>    =========
>    We have a bunch of queues. There are 3 main areas and each area has 4 to 6 queues. Eventually
>    one queue is created and another one became obsolete (disabled).
>    Here is an example of a query:
>    ( Queue = 'DTI::Suporte::Eventos' OR Queue = 'DTI::Suporte::Garantia' OR Queue =
>    'DTI::Suporte::Help' OR Queue = 'DTI::Suporte::Interno' OR Queue = 'DTI::Suporte::Labo' OR
>    Queue = 'DTI::Suporte::Tecnico' ) AND (  LastUpdated < '7 days ago' AND Status != 'resolved' )
> 
>    I would like to do something like this (use a wildcard to all those queues):
>    ( Queue = 'DTI::Suporte*' ) AND (  LastUpdated < '7 days ago' AND Status != 'resolved' )

You can say "Queue like 'DTI::Supporte'" but because of the way the
parser works, it'll go to the database with wildcards on the front and
end.  RT supports 'foo%' internally but doesn't expose it.

>    So I don't need to review my queries on any queue change.
>    Is it possible?
>    Can someone help me with that?
> 
>    Second question:
>    ==========
>    I have some graphics by month, by owner, etc.
>    Now I need something I don't know how to get. I need to create a graphic that shows how much
>    time it toke to solve these tickets (Y = number of tickets; X = hours):
>    - how many tickets has been solved in 1 hour since open time;
>    - same as above, but 2 hours;
>    - same as above, but 4 hours;
>    - same as above, but 8 hours;
>    The period can be by month, 3 month, 6 month, one year...
> 
>    Is it possible to create this graphic in RT?
>    Can someone give me some tips to do it?
> 
>    Thanks
> 
>    --
>    Elton S. Fenner,
>    Analista de Rede,
>    Assembleia Legislativa do RS
>    Brasil (Brazil)
>    +55 51 3210-1249

> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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