RT 4.4 Request Tracker Simple Searches

RT introduced fulltext indexing to allow easier simple searches of RT tickets. In RT 4.4, fulltext indexing has been improved for faster results, and some options have been added or changed. 

Simple Search Navigation:

Simple Searches can be entered in 2 ways:

• on the Search Window, upper right-hand corner
• Selecting Search => Tickets => Simple Search from menu tab

• Tickets => Simple Search brings you to a simple search screen
  
  

• Once you have a search, you can easily update your search in the search window , using the " / " keyboard shortcut 

Simple Search terms, delimiters, statuses etc

• default search ticket status is for  status:active  (new, open or stalled) tickets
  
  • status:any = tickets of any status
  • status:inactive = resolved tickets
• netID  - defaults to search for owner 
  • smcclure = all tickets owned by smcclure 
• email_address - defaults to search for requestor  
  • skmcclure@gmail.com = tickets requested by skmcclure@gmail.com
• term: queue:"Exact Queue Name"    i.e., queue:"OIT: CS-Advanced Client Services"
  • 
    

• term: fulltext:word - Search for word anywhere in full ticket
  • i.e., fulltext:COB = any ticket with COB in ticket
  • i.e., fulltext:"COB IP" = any ticket with 'COB' AND 'IP' anywhere in ticket
• cf.Name:value - Search for customfield.byName in tickets
  • i.e., cf.'Remote Assistance Tool Used':Bomgar = any active ticket where Bomgar was used

Examples

Example 1: 

Using Simple Search: Checking for Troy's tickets, or tickets about COB and IP issues, Troy and others

• Search for active tickets for teh2 (enter: teh2) (4 active tickets)
  
  
  
  
  
• Jump to search window with " / " 

• Add: fulltext:COB  = active tickets with COB anywhere in tickets (2 active tickets, for teh2 )

• Add: fulltext:"COB IP", drop teh2  = tickets with both COB and IP anywhere within ticket, any owner (5 active tickets)

More complex searching with multiple values, statuses, specific queues, etc

For more complex searching, start with a Simple Search of your key values.  Then jump from that result into the full function Query Builder by selecting "Edit Search" from the results. This brings up the Query Builder, with your search terms already populated. 

• Simple Search results - Select => Edit Search 

• This brings you to the full Query Builder Search function

• For in-depth assistance with Query Builder for your own saved searches, please log a request with the Help Desk.