[rt-users] LastUpdated for tickets not working?

Aaron McCormack aaron at backblaze.com
Mon Dec 19 18:24:29 EST 2016


Nevermind, I tried this in testing on 4.2 and it didn't fix it.  I was thinking perhaps the human readable parsing was changing how the date was considered, but it doesn't seem to be the case.

Aaron 
> On Dec 19, 2016, at 3:16 PM, Aaron McCormack <aaron at backblaze.com> wrote:
> 
> Alex, could it be an accidental reversal of > and < ?
> 
> I think LastUpdated >= '3 days ago' is more of the intent because you were surprised of seeing tickets which were updated within the past day.  
> 
> Aaron
> 
> 
>> On Dec 19, 2016, at 12:32 PM, Alex Hall <ahall at autodist.com <mailto:ahall at autodist.com>> wrote:
>> 
>> 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 <mailto: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 <mailto:mzagrabe at d.umn.edu>> wrote:
>> Hi Alex,
>> 
>> On Mon, Dec 19, 2016 at 12:54 PM, Alex Hall <ahall at autodist.com <mailto: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 <mailto:ahall at autodist.com>
>> 
>> 
>> 
>> -- 
>> Alex Hall
>> Automatic Distributors, IT department
>> ahall at autodist.com <mailto:ahall at autodist.com>
> 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20161219/e2c9650e/attachment.html>


More information about the rt-users mailing list