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RT 4.4 Building Search Queries and Saving Searches 

RT (Request Tracker) includes a 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.

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 as Group or Dept. searches

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

 

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