[rt-users] Automatically set ticket to stalled

[Mathew Snyder]

I appreciate your response.  I've been trying to find a way to 
indoctrinate myself in the code of RT but could not find a place to 
start.  Your information might allow me to start tooling around with it 
without actually giving me the answer.  Thanks

Mathew Snyder

Andrew Nicols wrote:
> Alternately, you could write a new Action to change the status. At 
> present there is  RT::Action::SetPriority and it should be reasonably 
> easy to create a SetStatus based upon this Action. The 
> TicketObj->SetStatus method already exists.
> RT::Action::SetPriority is in $RTROOT$/lib/RT/Action/SetPriority.pm
> 
> Then you could set a cron job to run, using the rt-crontool with an 
> argument like:
> 
> bin/rt-crontool \
> --search RT::Search::ActiveTicketInQueue --search-arg general \
> --condition RT::Condition::UntouchedInHours --condition-arg 48 \
> --action RT::Action::SetStatus --action-arg stalled
> 
> I may be wrong, I'm fairly new to RT, but I should think that something 
> along those lines would be more modular.
> 
> On 8/7/06, *Roy El-Hames* <rfh at pipex.net <mailto:rfh at pipex.net>> wrote:
> 
>     I'll be implementing something very similar soon and my line of thinking
>     was an hourly script with:
>     $RT::Handle->SimpleQuery("update Tickets set status = 'stalled' where
>     status ='open' and LastUpdated < (now() - interval 12 hour)");
>     ??
>     Roy
> 
>     Mathew Snyder wrote:
>      > has anyone written a scrip or script that will automatically set a
>      > ticket to stalled after a certain period of inactivity?
>      >
>      > Mathew Snyder
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> Regards,
> 
> Andrew Nicols