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Hi,<br>
<br>
Before asking my questions I wanna say thanks for RT.<br>
We are celebrating the first anniversary of RT installation and just
reached ticket #25680.<br>
<br>
So, I'm gonna do my best to explain my needs it would be better if I
could do it in pt_BR ;-)<br>
<br>
First question:<br>
=========<br>
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).<br>
Here is an example of a query:<br>
( 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' )<br>
<br>
I would like to do something like this (use a wildcard to all those
queues):<br>
( Queue = 'DTI::Suporte*' ) AND ( LastUpdated < '7 days ago' AND
Status != 'resolved' )<br>
<br>
So I don't need to review my queries on any queue change.<br>
Is it possible?<br>
Can someone help me with that?<br>
<br>
<br>
Second question:<br>
==========<br>
I have some graphics by month, by owner, etc.<br>
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):<br>
- how many tickets has been solved in 1 hour since open time;<br>
- same as above, but 2 hours;<br>
- same as above, but 4 hours;<br>
- same as above, but 8 hours;<br>
The period can be by month, 3 month, 6 month, one year...<br>
<br>
Is it possible to create this graphic in RT?<br>
Can someone give me some tips to do it?<br>
<br>
Thanks<br>
<br>
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<font size="3" color="BLACK"><b>Elton S. Fenner,</b></font><br>
<font size="3" color="BLACK">Analista de Rede,</font><br>
<font size="2" color="BLACK">Assembléia Legislativa do RS<br>
Brasil (Brazil)</font><br>
<font size="2" color="BLACK">+55 51 3210-1249</font>
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