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--- onboarding:ticketer:find_similar_tickets_feature [2017/05/18 15:17] – created mmcc
+++ onboarding:ticketer:find_similar_tickets_feature [2021/06/25 10:09] (current) – external edit 127.0.0.1
@@ Line 1: / Line 1: @@
+====== Find Similar Tickets Feature ======
+Author: Michelle McCausland
+===== Introduction =====
+The find similar tickets feature is used in the Ticketer application to identify ticket summaries that contain the same hub_name or ne_name and that are in the same market.
+----
+===== How to access this feature =====
+The find similar tickets feature can be accessed from the Ticketer search results page.
+Right-click on a ticket row and choose "Find similar tickets":
+{{ :onboarding:ticketer:find_similar_tickets.png?nolink |}}
+----
+===== How this feature works =====
+The code that executes this feature is found in **TicketQueryResults.java** in a method called **findSimilarTickets()**.
+  - The search will begin by trying to gather the hub_name from the NOC form.
+  - If there is no NOC form it will try to gather the ne_name field from the SNMP Trap form.
+  - If there is no SNMP Trap form it will try to gather the hub_name from the Change Request form.
+  - If an element name is found, it then creates a similar ticket search and sets a few things for the query, namely:
+           * Summary:  Tell the search to match the retrieved hub_name or ne_name in the ticket summary.
+           * Markets:  Restricts results to the same market as the source ticket.
+           * Open Tickets: This will only return similar open tickets.
+  - It then runs a query as normal.  The only caveat is that, at query execution: the 'start date' of the search is forced to the year 2000.
+----
+===== Here is an example of the query running =====
+<code>
+SELECT
+    this_.id AS id101_2_,
+    this_.version AS version101_2_,
+    this_.actual_effort AS actual3_101_2_,
+    this_.closed_date AS closed4_101_2_,
+    this_.create_date AS create5_101_2_,
+    this_.creator_id AS creator6_101_2_,
+    this_.current_status_id AS current7_101_2_,
+    this_.downtime_in_seconds AS downtime8_101_2_,
+    this_.due_date AS due9_101_2_,
+    this_.estimated_effort AS estimated10_101_2_,
+    this_.is_dig_ticket AS is11_101_2_,
+    this_.last_open_date AS last12_101_2_,
+    this_.last_open_user_id AS last13_101_2_,
+    this_.maintenance_id AS mainten14_101_2_,
+    this_.parent_id AS parent15_101_2_,
+    this_.priority AS priority101_2_,
+    this_.rank AS rank101_2_,
+    this_.summary AS summary101_2_,
+    this_.type AS type101_2_,
+    this_.updated_date AS updated20_101_2_,
+    this_.visibility AS visibility101_2_,
+    this_.workflow_id AS workflow22_101_2_,
+    c1_.ticket_id AS ticket9_101_4_,
+    c1_.id AS id4_,
+    c1_.id AS id87_0_,
+    c1_.version AS version87_0_,
+    c1_.active AS active87_0_,
+    c1_.changed_by_id AS changed4_87_0_,
+    c1_.contents AS contents87_0_,
+    c1_.date_added AS date6_87_0_,
+    c1_.form_id AS form7_87_0_,
+    c1_.header AS header87_0_,
+    c1_.ticket_id AS ticket9_87_0_,
+    c1_.updated_by_id AS updated10_87_0_,
+    c1_.updated_date AS updated11_87_0_,
+    logentries2_.ticket_id AS ticket6_101_5_,
+    logentries2_.id AS id5_,
+    logentries2_.id AS id22_1_,
+    logentries2_.version AS version22_1_,
+    logentries2_.contents AS contents22_1_,
+    logentries2_.date AS date22_1_,
+    logentries2_.entered_by_id AS entered5_22_1_,
+    logentries2_.ticket_id AS ticket6_22_1_
+FROM
+    ticket this_
+        LEFT OUTER JOIN
+    ticket_change c1_ ON this_.id = c1_.ticket_id
+        LEFT OUTER JOIN
+    log_entry logentries2_ ON this_.id = logentries2_.ticket_id
+WHERE
+    (this_.parent_id IS NULL
+        AND this_.create_date BETWEEN '2000-02-01 00:00:00' AND '2017-11-28 23:59:59'
+        AND this_.visibility IN ('NV - T-Mobile')
+        AND this_.maintenance_id IS NULL
+        AND this_.closed_date IS NULL
+        AND this_.is_dig_ticket = 0
+        AND (this_.summary LIKE '%SW-NV-LVSTRI-TMO%'
+        OR (c1_.header LIKE '%SW-NV-LVSTRI-TMO%'
+        OR c1_.contents LIKE '%SW-NV-LVSTRI-TMO%')
+        OR (logentries2_.contents LIKE '%SW-NV-LVSTRI-TMO%')))
+</code>

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