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RT (Request Tracker) includes a Search Query Builder function that allows users to create various search queries for the type of tickets they are interested in. All queries can be saved and reused.
The Keyboard Shortcut Keys can be used to navigate the tickets within the search results.
RT Search Query Builder
Search Query Builder
- Search queries can be created, and modified anytime by a user
- Search queries can be Named (description, function)
- Search queries can be saved as Personal searches or searches
- Search queries can be shared as Group, Function or Dept. searches Department searches
- Search Results can be fed to spreadsheets, or RSS feed
Typical Search Query Uses
- To search and display tickets matching a criteria
- new/open tickets, within a queue, not yet assigned/worked
- tickets opened within the last week
- My Open tickets - to do jumbo updates or time-worked updates
- tickets created for type of issue (Phishing, Printing, wireless) and for a time frame
- To search and display Assets
- To search and display ticket data for a Report
- Resolved tickets, for a Queue or multiple queues, with counts by owner netid
- Resolved tickets, for a date range, by Queue or all OIT Queues. With totals and per Netid counts
- Use saved searches within an RT Dashboard for grouping key data
- Create Different Dashboards for self, department, managers; with different saved searches imbedded
RT Documentation and Examples