[rt-devel] API call to get "Created" value of history replies of all tickets

Andrii Iudin andrii at ebi.ac.uk
Fri Jul 29 08:42:37 EDT 2016

Dear Alex,

Please could you tell if "Told" is updated only when the reply is sent 
from an RT user? Is it possible to set it up to be updated even for 
replies from external sources, e.g. when the requestor sends the reply?

Best regards,

On 26/07/2016 10:24, Andrii Iudin wrote:
> Dear Alex,
> Many thanks for looking into this request and suggesting several 
> solutions! It looks to me that "Told" field should do it, if not - we 
> will try the rest of your suggestions.
> Best regards,
> Andrii
> On 26/07/2016 07:45, Alex Vandiver wrote:
>> On Mon, 25 Jul 2016 16:51:17 +0100
>> Andrii Iudin <andrii at ebi.ac.uk> wrote:
>>> However, since this has to be done for all the depositions' unresolved
>>> tickets, the loading of the page with the deposition list can take a
>>> long time (each API call is about 200 ms or more). Please could you 
>>> tell
>>> if there is a query available to get the history for all the tickets in
>>> the queue in one go? We can then parse the result to obtain the
>>> necessary last reply times. Or is there a better way available to see
>>> the time of the last reply to the ticket, the email and whether it is a
>>> comment or not?
>> The time of last reply to the requestor is stored in the "Told"
>> field.  If you need more than that, you'll need to denormalize the
>> information by putting it into custom fields (updated via scrips), which
>> you can then query all at once using the /REST/1.0/search/ticket
>> endpoint and setting your "fields" to contain those CFs.
>> Alternately, you could write your own endpoint entirely.  That may also
>> still require denormalizing the data, as walking the transaction
>> history is unlikely to be performant, no matter how you slice it.
>>   - Alex
>> ---------
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Los Angeles - September, 2016

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