Re: SLA Extension - searching for tickets with SLA not set
Chris McClement <[email protected]> Wed, 01 Feb 2017 21:04:04 +0000
| Newsgroups | gmane.comp.bug-tracking.request-tracker.user |
|---|---|
| Message-ID | <CAA3zkmL8Z=z0d2UrMfTbSZ3gB9GWp-rP2HSWzYFYvkbXTznpOA@mail.gmail.com> |
--001a11409ca832b1b205477e646f Content-Type: text/plain; charset=UTF-8 Thanks! SLA IS NULL <- that worked. Following from this: I want to do a bulk update to set an SLA for these calls. However the bulk update page doesn't include any SLA fields. Any ideas how I would go about setting the SLA on these calls (other than manual, I have about 150 tickets that need this changed)? On Thu, 2 Feb 2017 at 06:28 Jeffrey Pilant <[email protected]> wrote: > Chris McClement writes: > >I can't figure out how to search for a field (specifically, "SLA") that is > >unset: > > > >Tickets that are emailed to our helpdesk are inserted into a "Helpdesk" > >queue and from there an operator reviews the content and then assigns the > >ticket to the relevant queue. > > > >The "Helpdesk" queue does not have an SLA assigned to it, but the > >downstream queues do. What's been happening, though, is that tickets > >transferred from "Helpdesk" to "Queue1" (not it's real name) aren't > picking > >up the SLA default setting. Instead, the SLA field is unset. > > > >If I search for tickets with SLA = 'STANDARD' I get results showing > tickets > >that have that SLA value. > > > >If I search for tickets with SLA != 'STANDARD' I only get tickets that > have > >the SLA field set (URGENT or CRITICAL, for example). But I don't get the > >hundreds of tickets that don't have the SLA field set at all. > > > >Does anyone know the syntax to use to search for a field that is unset? > > On 9 Dec 2016, Matt Zagrabelny wrote: > >... you can search for > >tickets with empty CF values using the Advanced editing option of a > >Search: > > > >'CF.{bar}' is null > In reply to a question about searching CF.{bar} > > Maybe you can do something similar. > > /jeff > > ________________________________________________________________________ > The information contained in this e-mail is for the exclusive use of the > intended recipient(s) and may be confidential, proprietary, and/or > legally privileged. Inadvertent disclosure of this message does not > constitute a waiver of any privilege. If you receive this message in > error, please do not directly or indirectly use, print, copy, forward, > or disclose any part of this message. Please also delete this e-mail > and all copies and notify the sender. Thank you. > ________________________________________________________________________ > --001a11409ca832b1b205477e646f Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: quoted-printable <div dir=3D"ltr">Thanks!=C2=A0<div><br></div><div>SLA IS NULL =C2=A0<- t= hat worked.</div><div><br></div><div>Following from this: I want to do a bu= lk update to set an SLA for these calls. However the bulk update page doesn= 't include any SLA fields. Any ideas how I would go about setting the S= LA on these calls (other than manual, I have about 150 tickets that need th= is changed)?</div></div><br><div class=3D"gmail_quote"><div dir=3D"ltr">On = Thu, 2 Feb 2017 at 06:28 Jeffrey Pilant <<a href=3D"mailto:jeffrey.pilan= [email protected]">[email protected]</a>> wrote:<br></div><bloc= kquote class=3D"gmail_quote" style=3D"margin:0 0 0 .8ex;border-left:1px #cc= c solid;padding-left:1ex">Chris McClement writes:<br class=3D"gmail_msg"> >I can't figure out how to search for a field (specifically, "S= LA") that is<br class=3D"gmail_msg"> >unset:<br class=3D"gmail_msg"> ><br class=3D"gmail_msg"> >Tickets that are emailed to our helpdesk are inserted into a "Help= desk"<br class=3D"gmail_msg"> >queue and from there an operator reviews the content and then assigns t= he<br class=3D"gmail_msg"> >ticket to the relevant queue.<br class=3D"gmail_msg"> ><br class=3D"gmail_msg"> >The "Helpdesk" queue does not have an SLA assigned to it, but= the<br class=3D"gmail_msg"> >downstream queues do.=C2=A0 What's been happening, though, is that = tickets<br class=3D"gmail_msg"> >transferred from "Helpdesk" to "Queue1" (not it'= ;s real name) aren't picking<br class=3D"gmail_msg"> >up the SLA default setting. Instead, the SLA field is unset.<br class= =3D"gmail_msg"> ><br class=3D"gmail_msg"> >If I search for tickets with SLA =3D 'STANDARD' I get results s= howing tickets<br class=3D"gmail_msg"> >that have that SLA value.<br class=3D"gmail_msg"> ><br class=3D"gmail_msg"> >If I search for tickets with SLA !=3D 'STANDARD' I only get tic= kets that have<br class=3D"gmail_msg"> >the SLA field set (URGENT or CRITICAL, for example). But I don't ge= t the<br class=3D"gmail_msg"> >hundreds of tickets that don't have the SLA field set at all.<br cl= ass=3D"gmail_msg"> ><br class=3D"gmail_msg"> >Does anyone know the syntax to use to search for a field that is unset?= <br class=3D"gmail_msg"> <br class=3D"gmail_msg"> On 9 Dec 2016, Matt Zagrabelny wrote:<br class=3D"gmail_msg"> >... you can search for<br class=3D"gmail_msg"> >tickets with empty CF values using the Advanced editing option of a<br = class=3D"gmail_msg"> >Search:<br class=3D"gmail_msg"> ><br class=3D"gmail_msg"> >'CF.{bar}' is null<br class=3D"gmail_msg"> In reply to a question about searching CF.{bar}<br class=3D"gmail_msg"> <br class=3D"gmail_msg"> Maybe you can do something similar.<br class=3D"gmail_msg"> <br class=3D"gmail_msg"> /jeff<br class=3D"gmail_msg"> <br class=3D"gmail_msg"> ________________________________________________________________________<br= class=3D"gmail_msg"> The information contained in this e-mail is for the exclusive use of the<br= class=3D"gmail_msg"> intended recipient(s) and may be confidential, proprietary, and/or<br class= =3D"gmail_msg"> legally privileged.=C2=A0 Inadvertent disclosure of this message does not<b= r class=3D"gmail_msg"> constitute a waiver of any privilege.=C2=A0 If you receive this message in<= br class=3D"gmail_msg"> error, please do not directly or indirectly use, print, copy, forward,<br c= lass=3D"gmail_msg"> or disclose any part of this message.=C2=A0 Please also delete this e-mail<= br class=3D"gmail_msg"> and all copies and notify the sender.=C2=A0 Thank you.<br class=3D"gmail_ms= g"> ________________________________________________________________________<br= class=3D"gmail_msg"> </blockquote></div> --001a11409ca832b1b205477e646f--