Revising the Process...
We'll take the inside-RT queries and merge them into just one query.
- the register of names needs to use only the latest date if there are multiple lines; how to do that? try a pivot table that filters the maximum value only, and do the inquiry against that.
- have the spreadsheet understand which survey invitation string to use; make a long set of upload commands that work from a single directory and not subdirectories...
- receive the survey transactions into a spreadsheet and divide it up by queue and autogeneate the reports across muliple worksheets. Simpler is better. (Process of letting go)
Hmmm...
The only useridentifiable info that comes through in this way is the kerberos username of people. What if that's not their email? (Actually, how will RT know the email-to-kerberos relationship if that isn't their name? Hmmm. It won't catch the tickets with more than one name in the requestor field.
It's possible that these limitations are too dire to allow switching to RT for ticket selection. Hmmm, indeed!
The using-Brio query...
Based on the inside-RT queiries documented below, a reasonable Brio query for RT tickets to survey would include the following queues. Running this in Brio for 6/8 to 6/15/2009 yielded 593 tickets.
Software::Licensing,
Software::Licensing::Filemaker
Software::Licensing::Mathematica
Software::Licensing::RHEL
Software::Licensing::Questions
Software::Matlab::Billing
what to do about Subject NOT LIKE "Maple" ?
Help Desk::Athena
Help Desk::Business Help
Help Desk::Call Center
Help Desk::HDweb
Help Desk::Mobile Devices
Help Desk::Presales
Help Desk::Service Center
Help Desk::UNIX/Linux
(what do about about filtering out Special Tag = Stellar, except to do them anyway in a generic survey form.)
Help Desk::Stellar
EdTech::Stellar
TNIS::Trouble Calls
TNIS::Inbox
TNIS::Installs
Network::Requests
RCC::BriggsField
RCC::EastCampus
RCC::MassAve
RCC::NorthWest
RCC::WestCampus
Telecom::Telephone Help
Software::Mobile Devices
SAIS::SS Support
Help Desk::SIP
and what to about ' OR 'CF.{Problem Type} ' IS NOT 'NULL' ) from the Telephone Help thing? Maybe fuggedaboudit.
The inside-RT queries...
These queries are how the queues are queried now. The fields returned are Tickt Number, Requestor, Created date. Some queues also do Queue, and all of them should...
Software
Status = 'resolved' AND Resolved < '6/15/2009' AND Resolved > '6/8/2009' AND ( Queue = 'Software::Licensing' OR Queue = 'Software::Licensing::FileMaker' OR Queue = 'Software::Licensing::Mathematica' OR Queue = 'Software::Licensing::RHEL' OR Queue = 'Software::Licensing::Questions' OR Queue = 'Software::Matlab::Billing' ) AND Subject NOT LIKE 'Maple'
Helpdesk
Status = 'resolved' AND Resolved < '6/15/2009' AND Resolved > '6/8/2009' AND ( Queue = 'Help Desk::Call Center' OR Queue = 'Help Desk::HDweb' OR Queue = 'Help Desk::Mobile Devices' OR Queue = 'Help Desk::Presales' OR Queue = 'Help Desk::Service Center' OR Queue = 'Help Desk::UNIX/Linux' ) AND 'CF.{Special Tag}' NOT LIKE 'Stellar'
Business
Status = 'resolved' and Resolved < '6/15/2009' and Resolved > '6/8/2009' and Queue = 'Help Desk::Business Help'
Athena
Status = 'resolved' AND Resolved < '6/15/2009' AND Resolved > '6/8/2009' AND ( Queue = 'Help Desk::Athena' )
Stellar
Status = 'resolved' AND Resolved < '6/15/2009' AND Resolved > '6/8/2009' AND Created > '1/1/2009' AND ( 'CF.Help Desk::Call Center.{Special Tag}
' LIKE 'Stellar' OR Queue = 'Edtech::Stellar' OR Queue = 'Help Desk::Stellar' )
Etc
Status = 'resolved' AND Resolved < '6/15/2009' AND Resolved > '6/8/2009' AND Created > '6/8/2008' AND ( Queue = 'TNIS::Trouble Calls' OR Queue = 'TNIS::Inbox' OR Queue = 'TNIS::Installs' OR Queue = 'Network::Requests' OR Queue = 'RCC::BriggsField' OR Queue = 'RCC::EastCampus' OR Queue = 'RCC::MassAve' OR Queue = 'RCC::NorthWest' OR Queue = 'RCC::WestCampus' OR Queue = 'Telecom::Telephone Help' OR Queue = 'Software::Mobile Devices' OR Queue = 'SAIS::SS Support' OR Queue = 'Help Desk::SIP' OR 'CF.{Problem Type} ' IS NOT 'NULL' )