[rt-users] Excluding tickets from search based on updated fields?

Barton Chittenden barton at bywatersolutions.com
Mon Jun 22 14:17:16 EDT 2015


We have the following canned search, which will find tickets not updated by
the Current User in the last two days. This search is used in a dashbord
that sends a daily email to our support staff, showing tickets that need
follow-up.

Owner = '__CurrentUser__' AND LastUpdatedBy != '__CurrentUser__' AND
LastUpdated > '2 day ago' AND Status != 'resolved' AND Status != 'answered'
AND ( Queue != 'Development' AND Queue != 'Bugs' )

The problem that we've run in to is that there are certain things that get
updated that don't merit follow up -- changes in ticket priority, or
setting Custom Flags.

Is it possible to exclude updates of certain fields?

Thanks,

--Barton
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