[rt-users] LastUpdated for tickets not working?

Alex Hall ahall at autodist.com
Mon Dec 19 15:32:43 EST 2016


Well, I found something that works. It's not UntouchedInHours, but this
query seems to return what I want:

select id
from Tickets
where LastUpdated <= (now() - INTERVAL 10 DAYS);

I still have to work out how to email ticket owners, but at least I can get
the right tickets now. Odd that the other way doesn't work. How exactly
does this "10 days ago" syntax get interpreted? Or is it no longer
supported?

On Mon, Dec 19, 2016 at 2:48 PM, Alex Hall <ahall at autodist.com> wrote:

> I'm using the Crontool, yes, but I've also been doing searches on the web
> interface to see if I could get this to work. My Crontool syntax is
> something like:
>
> /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL \
> --search-arg "status != 'resolved' and LastUpdated <= '3 days ago'" \
> --action RT::Action \
> --verbose
>
> Or:
>
> /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL \
> --search-arg "status != 'resolved'" \
> --condition RT::Condition::UntouchedInHours \
> --arg-condition 72 \
> --verbose
>
> This shouldn't be modifying tickets, yet I'm seeing tickets created hours
> or minutes ago appearing in the results. Same for my RT web searches for
> similar SQL to what's above.
>
> I'm in the database now, looking at the Tickets table and messing with
> queries. I just tried this, but got an empty set:
>
> select id, LastUpdated
> from Tickets
> where LastUpdated <= '3 days ago'
> order by LastUpdated DESC
> limit 10;
>
> I'm not surprised I got nothing, as I imagine the '3 days ago' syntax is
> something RT interprets before giving the query to the database engine.
> Still, it was worth a shot. I'm now refreshing my knowledge of date math in
> MySQL so I can query exactly what I want, but I hoped UntouchedInHours
> would do all that for me. Oh, and yes, LastUpdated does seem to have normal
> values in it. They're in GMT time, but they seem to be correct.
>
> On Mon, Dec 19, 2016 at 2:37 PM, Matt Zagrabelny <mzagrabe at d.umn.edu>
> wrote:
>
>> Hi Alex,
>>
>> On Mon, Dec 19, 2016 at 12:54 PM, Alex Hall <ahall at autodist.com> wrote:
>> > Hello all,
>> > I'm trying to get stale ticket alerts working, so am using the
>> > UntouchedInHours condition. I've also tried, in SQL:
>> > LastUpdated <= '2 days ago'
>> > and similar searches. Yet, I always get the same number of tickets as I
>> get
>> > when I leave the date restriction off completely, and UntouchedInHours
>> is
>> > always giving me tickets opened today.
>>
>> I assume you are using rtcrontool. Correct?
>>
>> How are you alerting?
>>
>> Is the alerting actually "touching" the tickets thus affecting the query?
>>
>> You can query the tickets table directly and see the lastupdated
>> field. See if that field changes how you would expect when you "touch"
>> or "update" a ticket.
>>
>> -m
>>
>
>
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ahall at autodist.com
>



-- 
Alex Hall
Automatic Distributors, IT department
ahall at autodist.com
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