[rt-users] auto-close tickets after X amount of time

Jonathan Reeder jreeder at minutemenu.com
Mon Feb 14 13:41:09 EST 2005


Ramon,

I've successfully implemented the resolve after 48 hours of inactivity part
of what I want to do.  Now in order to get the notification to the user that
"This ticket will be close if not updated in 24 hours", I'm basically going
to copy the same rt-crontool command, except the action will be
RecordCorrespondence instead of SetStatus.  If I'm correct in my thinking
though, I'm worried that the actual act of sending them the correspondence
will set a new LastUpdated, and as such I'll never actually reach the 48
hours of idle and close the ticket.  Here's what I was planning on
eventually having in my crontab:

10 * * * * rt-crontool --search
RT::Search::ActiveTicketsInQueue --search-arg <Queue> --condition
RT::Condition::Idle --condition-arg 48 --action
RT::Action::SetStatus --action-arg resolved

5 * * * * rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg
<Queue> --condition RT::Condition::Idle --condition-arg 24 --action
RT::Action::RecordCorrespondence --template 'Expiring Tickets'

Would this just send the 'Expiring Tickets' template every 24 hours over and
over again, without ever reaching the 48 hours set in the SetStatus rule?
I'm wondering if I should modify Idle.pm a bit so looks only at the last
update by the requestor, not just any update?

Thanks again for the modules, I've already got the first part up and
running.

Jonathan

-----Original Message-----
From: Ramon Kagan [mailto:rkagan at yorku.ca]
Sent: Monday, February 14, 2005 11:03 AM
To: Jonathan Reeder
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] auto-close tickets after X amount of time


Sorry typo..

SetStatus.pm should be in .../lib/Action

Ramon Kagan
York University, Computing and Network Services
Information Security  -  Senior Information Security Analyst
(416)736-2100 #20263
rkagan at yorku.ca

-----------------------------------   ------------------------------------
I have not failed.  I have just	       I don't know the secret to success,
found 10,000 ways that don't work.     but the secret to failure is
				       trying to please everybody.
	- Thomas Edison				- Bill Cosby
-----------------------------------   ------------------------------------

On Mon, 14 Feb 2005, Ramon Kagan wrote:

> I have...
>
> In .../lib/Condition
>
> #cat Idle.pm
> # Author: Ramon Kagan
> #
> # Birth September 30, 2004 - 08:30 ESTEDT
> #
> # This module checks the "idleness" of a ticket"
> #
>
> =head1 NAME
>
> RT::Condition::Idle
>
> =head1 DESCRIPTION
>
> Returns true if the ticket we're operating on has been idle
> for the number of days specified
>
> =cut
>
> package RT::Condition::Idle;
> require RT::Condition::Generic;
>
> use strict;
> use Time::ParseDate;
> use vars qw/@ISA/;
> @ISA = qw(RT::Condition::Generic);
>
>
> =head2 IsApplicable
>
> If the last modified date plus the number of days specified is before
> "now" return true
>
> =cut
>
> sub IsApplicable {
>     my $self = shift;
>     my $seconds = $self->Argument * 86400;
>     $RT::Logger->debug("Idle: Seconds is " . $seconds);
>     my $now = parsedate("now");
>     $RT::Logger->debug("Idle: Now is " . $now);
>     my $lastdate = $self->TicketObj->LastUpdated;
>     my $last = parsedate("$lastdate");
>     $RT::Logger->debug("Idle: Last is " . $last);
>     if ($now - $last > $seconds) {
>        return(1);
>     }
>     else {
>        return(undef);
>     }
> }
>
> eval "require RT::Condition::Idle_Vendor";
> die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/Idle_Vendor.pm});
> eval "require RT::Condition::Idle_Local";
> die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/Idle_Local.pm});
>
> 1;
>
>
> in .../lib/SetStatus.pm
>
> # Author: Ramon Kagan
> #
> # Birth September 8, 2004 - 08:30 ESTEDT
> #
> # This module incorporates much of the SetPriority.pm from
> # Best Practical.  It changes the status of the ticket as requested
> #
>
> package RT::Action::SetStatus;
> require RT::Action::Generic;
>
> use strict;
> use vars qw/@ISA/;
> @ISA=qw(RT::Action::Generic);
>
> #Do what we need to do and send it out.
>
> #What does this type of Action does
>
> # {{{ sub Describe
> sub Describe  {
>   my $self = shift;
>   return (ref $self . " will set a ticket's status to the argument
> provided.");
> }
> # }}}
>
>
> # {{{ sub Prepare
> sub Prepare  {
>     # nothing to prepare
>     return 1;
> }
> # }}}
>
> sub Commit {
>     my $self = shift;
>     $self->TicketObj->SetStatus($self->Argument);
>
> }
>
> eval "require RT::Action::SetStatus_Vendor";
> die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/SetStatus_Vendor.pm});
> eval "require RT::Action::SetStatus_Local";
> die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/SetStatus_Local.pm});
>
> 1;
>
>
> Using crontool
>
> rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg <Queue>
> --condition RT::Condition::Idle --condition-arg <number of days idle>
> --action RT::Action::SetStatus --action-arg <status>
>
> If you want to make this hours... change the 86400 in Idle.pm to 3600
>
> Hope that helps.
>
> Ramon Kagan
> York University, Computing and Network Services
> Information Security  -  Senior Information Security Analyst
> (416)736-2100 #20263
> rkagan at yorku.ca
>
> -----------------------------------   ------------------------------------
> I have not failed.  I have just	       I don't know the secret to success,
> found 10,000 ways that don't work.     but the secret to failure is
> 				       trying to please everybody.
> 	- Thomas Edison				- Bill Cosby
> -----------------------------------   ------------------------------------
>
> On Mon, 14 Feb 2005, Jonathan Reeder wrote:
>
> > I have a ton of tickets that get sent in, picked up by a staff member,
> > replied to with a suggestion, and then the requestor never takes the
time to
> > write back and say "Thanks that worked" or "Its fixed" or anything like
that
> > to let us know that the ticket can be closed.  So what I'd like to do is
set
> > something up so that if a ticket goes 48 hours without a reply from the
> > requestor (if the owner is not nobody and a reply has been made to the
> > requestor) then the ticket gets automatically closed.  What would also
be
> > nice would be if I could set it up such that an email was sent after 12
> > hours of no activity saying "If you don't reply to this ticket in 36
hours,
> > it will automatically be closed."
> >
> > Anyone done anything like this?
> >
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