Example RT Searches

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Response Time Check

This query is designed to show tickets that have not met the Customer Update requirment based on the assigned priority. This query does not show tickets that have not been responded to at least once. 

Queue = 'QUEUE NAME'
AND
Status != 'resolved' 
AND
(
 (Priority = 5 AND Told < '-1 week') 
 OR
 (Priority = 4 AND Told < '-1 day')
 OR
 (Priority = 3 AND Told < '-4 hours')
 OR
 (Priority = 2 AND Told < '-3 hours')
 OR
 (Priority = 1 AND Told < '-2 hours')
)

Recently Resolved Tickets

This query is designed to show all recently resolved tickets for a given queue. 

Queue = 'QUEUE NAME'
AND
Status = 'resolved' 
AND 
Resolved > '-3 days'

Tickets with No Priority

This query is designed to show all tickets that have no priority for a given queue.

There does not appear to be a way to search for a NULL value (such as no priority) in RT. This search excludes all tickets that have a priority, leaving only the tickets with no priority. The query also limits results to ticket created within the last 6 months. 

Queue = 'QUEUE NAME'
AND 
Priority != 1 
AND 
Priority != 2 
AND 
Priority != 3 
AND 
Priority != 4 
AND
Priority != 5
AND
Priority != 6
AND
Priority != 7
AND
Created > '-6 month'

My Recent AdminCCs

This search shows you all tickets were you are an AdminCC. If the ticket is not resolved, or if the ticket has been updated in the last 7 days. 

AdminCc.EmailAddress = 'YOUR EMAIL@u.washington.edu'
AND
 (
  Status != 'resolved'
  OR
  LastUpdated > '-7 days'
 )

My Recent Requests

This search shows you all tickets were you are a Requestor. If the ticket is not resolved, or if the ticket has been updated in the last 7 days. 

Requestor.EmailAddress = 'YOUR EMAIL@u.washington.edu' 
AND
 (
  Status != 'resolved'
  OR
  LastUpdated > '-7 days'
 )

MGH Tickets

This query is an example of searching by location. This query is designed to show you all NEW or OPEN tickets for a given queue, where the location field contains MGH. 

Queue = 'QUEUE NAME'
AND
 (
  Status = 'new'
  OR
  Status = 'open'
 )
AND
'CF.{Location}' LIKE 'MGH'

Information About RT Searches

Retrieved from "http://www.css.washington.edu/wiki/Example_RT_Searches"