[rt-users] Search Ticket Transaction History in Query Builder?

Brian Schrock Brian.Schrock at gardencitygroup.com
Tue Jun 12 17:22:30 EDT 2012


The issues are:

1)      How do I search transaction history using the query builder?

2)      How do I convert an SQL statement like the one lower down into something I can use in a custom report?

People here in my company have asked me if they can get a report on the number of tickets whose status was changed from stalled or resolved into open during a specific time frame because of an external e-mail from a customer. I think I have the SQL statement working, but I cannot figure out how to do the same thing with RT's query builder. I have been all over google and the docs and I am not finding anything useful to help point me in the right direction. It looks like this issue comes up every so often on the mailing list, but no one has really been answered well, I hope I fare better. :)

Any suggestions or help would be greatly appreciated.

SELECT Tickets.id, Tickets.Created, Tickets.Subject, Tickets.Status, Queues.Name
FROM Transactions, Tickets, Queues
AND Queues.Name="Test Queue 1"
AND Tickets.Status='open'
AND Transactions.ObjectId=Tickets.id
AND Transactions.OldValue REGEXP "stalled|resolved"
AND Transactions.NewValue='open'
AND Transactions.Data = 'Ticket auto-opened on incoming correspondence'
AND Transactions.Created >= @START
AND Transactions.Created <= @FINISH

Brian Schrock
Linux Administrator
Network Operations
The Garden City Group, Inc.
5151 Blazer Parkway Suite A
Dublin, ohio 43017
Telephone: 614-289-5457
Mobile: 614-745-5491
Email: Brian.Schrock at gardencitygroup.com

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