RT comes with several interfaces to search for tickets: queue list, simple search, and the query builder search.
Searches can be saved, shared between groups, placed on the home page, bookmarked in the browser, used in charts or even emailed within Dashboards.
The Queue List is a portlet that you can see on the home page, by default. This is a table where rows are queues you can see and columns are active statuses, each cell of the table shows number of tickets.
Queue name and each number in this table is clickable, so you can jump to a page with search results.
Simple search is an input box in the upper right corner of all pages. You can also run a "Simple Search" by clicking on Search -> Tickets -> Simple Search from the top navigation bar, that leads to the simple search page with some hints.
This search allows you to use some magic, for example you can type in a ticket id, and jump directly to that ticket. Check out ManualSimpleSearch.
More advanced ticket search is available by clicking Search -> Tickets -> New Search in the menu. This is a query builder with many fields listed for you to build your searches.
It is fairly intuitive, but there are some features worth noting:
- Searches, by default, are sticky. That is, if you return to the Search page during a session, it will display the most recent search (unless you click on the "New Search" link again in the main menu).
- Searches are, by default, limited. You can walk by pages or unlimit them.
- Searches are iterative - you build them up. If you search for tickets owned by Jane, then search for open tickets, you'll get open tickets owned by Jane.
- When RT displays a ticket that is part of the current search, it will also display Previous, Next, First, and Last links for navigating through the matching tickets.
If you get too many results, you can still pinpoint what you need by searching again to narrow the results down.
You can search by id, ticket subject, queue, status, SLA, owner, requestor, group, time fields, date fields, priority, and/or links. For instance, you could search for tickets you own by selecting your own name from the Owner drop-down menu, or search for only high priority tickets.
Relative Date Searching
Consider needing a bookmarkable search which lists what you've resolved in the last month or what is due in the next week. Manually entered dates make the search outdated soon after creation. The perl module that RT uses allows for some relative date/time phrases.
NOTE: See the Time::ParseDate man page for more options
Tickets resolved in the last month
Resolved -> After -> -1 month
Tickets created in the last week
Created -> After -> -1 week
Tickets due in the next week
Due -> After -> Today AND Due -> Before -> +1 week
Tickets created between an hour and three hours ago
Created -> After -> -1 hour AND Created -> After -> -3 hour
Advanced Search vs. other searches
Most interfaces that simplify search, like queue list and simple searches, at the end generate a query using special syntax and redirect you to results page that is part of advanced search. So you can click 'Edit Search' from the top submenu and refine it with more conditions or "Advanced" to write out the search query explicitly.
Search results look like the following:
Changing display format
At the bottom of the query builder page, you can also alter the number of search results returned per page, how the results are sorted, and which columns are displayed. From the search results page, you can select how often the page is refreshed. Click the Change button when you're done.
To saved a search so you can return to the results later:
- under Saved Searches on the query builder page, select a privacy and add a description
- click the Save button
To retrieve a Saved Search
- under Saved Searches on the query builder page, select from the "Load saved search" dropdown
- click the Load button
To clear previous search results and start a new search:
- click Search -> Tickets -> New Search
After you've added all of the criteria you want for a query, before clicking search, first select where you'd like to save this search (the "Privacy" pulldown). You can save for only yourself "My Saved Searches", or for a group you are a member of "Group A's saved searches". Type in the description, then click save. Later, you can load the query from the "Load saved search" pulldown. You must have the correct permissions to show saved searches and to edit them.