Hi Alex, On Mon, Dec 19, 2016 at 12:54 PM, Alex Hall <ah...@autodist.com> wrote: > Hello all, > I'm trying to get stale ticket alerts working, so am using the > UntouchedInHours condition. I've also tried, in SQL: > LastUpdated <= '2 days ago' > and similar searches. Yet, I always get the same number of tickets as I get > when I leave the date restriction off completely, and UntouchedInHours is > always giving me tickets opened today.
I assume you are using rtcrontool. Correct? How are you alerting? Is the alerting actually "touching" the tickets thus affecting the query? You can query the tickets table directly and see the lastupdated field. See if that field changes how you would expect when you "touch" or "update" a ticket. -m
