I'm wondering if the SQL for ticket filters is accessible in KBOX somewhere. The ticket filters are not listed with the other filters (machine, software, patch, and dell). I want to have more than 4 choices for filtering so managers can create a filter to view tickets for their entire team. After reading airwolf's blog about creating shortcuts to searches (http://itninja.com/blog/view/application-packaging-training/jobs9&mpage=1&key=ticket%2Cfilter&#55309), I know I can do that with a shortcut like this:

http://kbox/userui/ticket_list.php?FINDFIELDS%5BWFIELD1%5D=HD_TICKET.SUBMITTER_FULLNAME&FINDFIELDS%5BEXP_SELECT1%5D=CONTAINS&FINDFIELDS%5BINPUT1%5D=myuser1&FINDFIELDS%5BUNION_SELECT2%5D=OR&FINDFIELDS%5BWFIELD2%5D=HD_TICKET.SUBMITTER_FULLNAME&FINDFIELDS%5BEXP_SELECT2%5D=CONTAINS&FINDFIELDS%5BINPUT2%5D=myuser2&FINDFIELDS%5BUNION_SELECT3%5D=0&FINDFIELDS%5BUNION_SELECT4%5D=0&aq_search=Search

and have tested out to 9 fields, but, as you can see, I could easily go beyond the URL 2048 character limit for teams of more than about 12 members. And, that's without adding logic for viewing only active tickets or any other filtering I may want to put in.

Or does anyone have a better idea for filtering tickets using 5+ filter criteria? I searched the message board but couldn't find anything addressing this.
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I'm not sure of a way to solve your problem using 5+ criteria, but you could stay within the 4 criteria limit of filter creation by using REGEX. For instance, you can use the following regular expression as a "matches REGEX" to find tickets owned by 5 different people:

"Owner name 1"|"Owner name 2"|"Owner name 3"|"Owner name 4"|"Owner name 5"

This would only take up one of the 4 criteria rows in a filter. Do some Googling on REGEX if you are unfamiliar with it.
Answered 06/10/2010 by: airwolf
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The SQL is not accessible in this case. The Heldpesk filter builds the query for this on the fly based on your settings of these fields. We only save these fields.

Saving these fields allows you to modify your view filter in the filter UI easily instead of modifying your query.
Answered 06/10/2010 by: GillySpy
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Thanks, Andy. I'll give that a try.
Answered 06/10/2010 by: terabyte
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The REGEX option works great. Thanks for pointing that out, Andy.

I'll just note that the search will not work if you use quotation marks around the text. I wasn't sure if you included them for clarity or if they were required. Now I know and learned a little more about REGEX queries.

You learn something new every day. Does that mean I can go home and vegitate now?
Answered 06/10/2010 by: terabyte
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