[rt-users] TicketSQL search for requested tickets of current user?

[Justin Hayes]

hmm thanks for trying though Gene - much appreciated.

I've written a few custom At a Glance modules to show open tickets by  
requestor, owner and priority grouped, as it appears you can't do  
aggregate columns in the query builder?

So for example I get a little box on the At a Glance screen with

Open Tickets by Requestor
blah at blah.com	4
foo at bar.com	2
jsmith			6

and those link using something like http://openbugrt.orbis/Search/ 
Results.html?Query=Requestor.RealName='Justin Hayes' AND (Status =  
'new' OR Status = 'open')

So a requestor can find his open tickets that way, I just wanted to  
be able to provide a section like the My Tickets one for requestors  
using CurrentUser, without writing another customer module. Maybe I'm  
going to have to go down that route....

Cheers,

Justin

------------------------------------------------------
Justin Hayes
Support Manager
justin.hayes at orbisuk.com



On 2 May 2007, at 18:13, Gene LeDuc wrote:

> I haven't done much with TicketSQL, but I love puzzles so I just  
> spent a couple hours messing with Query Builder.  I tried  
> "Requestor.Id='22'" where '22' is my user id, and I got the full  
> list of tickets, so the problem is not with using Requestor.Id in a  
> query.  Then I tried "Requestor.Id='__CurrentUser__'" and got no  
> tickets.  I'm guessing that when you see "__CurrentUser__"  
> displayed in the Query Builder, it's only RT's way of representing  
> the current user "for display purposes only."  If you use it in a  
> query, Query Builder doesn't know what to do with it.
>
> Try this.
> Go to your Home Page.  make sure that there is at least 1 ticket  
> listed under "10 highest priority tickets I own".  Click the "edit"  
> link to the right.  Click the "Search - My Tickets" link on the  
> next screen.  From the resulting Query Builder screen, click "Add  
> and Search" without making any changes.  Since you didn't modify  
> the query at all, you would expect to see the same tickets that  
> were listed on your Home Page.  When I do this I get "Found 0  
> tickets".
>
> Requestor.Id works fine.  The problem seems to be that  
> "__CurrentUser__" doesn't actually translate to "the current user's  
> id" in the Query Builder.
>
> I don't have an answer that works.
>
> At 05:40 AM 5/2/2007, Justin Hayes wrote:
>> Thanks Gene
>>
>> Is there any documentation on what's possible or am I going to  
>> have to figure this out from code?
>>
>> The TicketSQL page on the wiki doesn't seem to contain much.....
>>
>> Cheers,
>>
>> Justin
>>
>> ------------------------------------------------------
>> Justin Hayes
>> Support Manager
>> justin.hayes at orbisuk.com
>>
>>
>>
>> On 1 May 2007, at 16:35, Gene LeDuc wrote:
>>
>>> Hi Justin,
>>>
>>> I'm pretty sure that Requestor is a group rather than an  
>>> individual (a ticket can have multiple requestors, but only a  
>>> single owner).  You might see if there are any functions that  
>>> check for group membership in TicketSQL.
>>>
>>> Gene
>>>
>>> At 06:35 AM 5/1/2007, Justin Hayes wrote:
>>>> Hi,
>>>>
>>>> The customers I support (the Requestors) will be using the At A  
>>>> Glance screen rather than SelfService. I would like to create a  
>>>> saved search that will display tickets requested by the  
>>>> currently logged in user.
>>>>
>>>> I know you can do Owner = '__CurrentUser__' in a search, but is  
>>>> there an equivalent for Requestor?
>>>>
>>>> I've tried Requestor = '__CurrentUser__', Requestor.id,  
>>>> Requestor.Name, Requestor.RealName etc etc but none seem to  
>>>> work. Can't see anything about this on the Wiki so thought I'd  
>>>> ask here.
>>>>
>>>> Thanks in advance for any help!
>>>>
>>>> ------------------------------------------------------
>>>> Justin Hayes
>>>> Support Manager
>>>> justin.hayes at orbisuk.com
>>>>
>>>>
>>>>
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly  
>>>> Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>> -- 
>>> Gene LeDuc, GSEC
>>> Security Analyst
>>> San Diego State University
>
> -- 
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20070503/8628d3d0/attachment.htm>