[rt-users] Query to find open tkts where customer hasn't been replied to

Ruslan Zakirov ruz at bestpractical.com
Wed Aug 8 20:13:02 EDT 2007

Try the following:
Queue = 'support' AND Status = 'open' AND Told < '-5 hours'

Sorry, but the UI doesn't support building queries where date fields
are compared to each other.

On 8/9/07, Gary Oberbrunner <garyo at genarts.com> wrote:
> I'd like to make a query to find all open tickets where the customer's been
> waiting for a reply for longer than N hours.  It looks to me like Told is the
> last time the customer was replied to, and LastUpdated is the last time
> anything happened in the ticket.  So I tried this, in the Edit Query view:
>   Queue = 'support' AND Status = 'open' AND Told + 1 < LastUpdated
> but when I apply the changes, RT says "Error near ->LastUpdated<- expecting a
> VALUE in ' Queue = 'support' AND Status = 'open' AND Told > LastUpdated'
>  I'm lost"
> which is cute, but doesn't help me make my query.  How can I do this?  It's
> pretty straightforward SQL, but I'm not sure how to make a straight SQL query
> from the interface.  Is there a mode where I can mark a query as "just submit
> it to the database as a WHERE clause, don't try to interpret it"?
> Or is there a better way to do what I'm looking for?
> thx,
> --
> Gary
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Best regards, Ruslan.

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