How to create a search with open state?

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disciple
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How to create a search with open state?

Post by disciple »

Use case is to give a agent controller a overview of "open" ticket to be processed

How can I create a saved search with:

- new
- open
- replied (a custom state)
- pending reminder where pending time exceeded

I can handle everything well, but the last entry "Pending time exceeded" I either do not understand or I cannot handle it.
Can someone help here?
Johannes
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Re: How to create a search with open state?

Post by Johannes »

The combination itself is not possible.
You need two searches, because the search parameter have a "AND" and not an OR relation.
You need all != pending states and one for your "pending reached criteria".
disciple
Znuny newbie
Posts: 62
Joined: 31 Jul 2022, 12:27
Znuny Version: 6.4.2
Real Name: David Müller

Re: How to create a search with open state?

Post by disciple »

puhhh....

will this change with your named searchAPI change? (hopefully))
Johannes
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Re: How to create a search with open state?

Post by Johannes »

I think you miss a thing here. It is a logic issue.

You are searching for "States" (Pending, new, open...) and for an attribute of a specific state (pending time reached).
This excludes, by default, all the other states who don't have a pending time at all.

As long as the search is not completely OR capable, which will then trouble you with much more useless results, it just makes no sense.
This may work in the using the new API but it will produce a much larger list.
For example all pending tickets where the pending time is not reached, will also be catched. Because it is an OR relation.
EDIT: (If the pending state is also selected)
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