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)
The using-Brio query...
Based on the inside-RT queiries documented below, a reasonable Brio query for RT tickets to survey would include these queues:
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' )