[rt-users] ticket announce email

[Gene LeDuc]

Hi Mathew,

Start by printing out the applicable elements ([0] - [5] and [8]) from 
localtime(str2time($ticket->Created)) and comparing them to what you see in 
RT, then print the same elements from localtime(time) and see what you 
get.  If it's a timezone or DST issue you can compensate for it.  Once you 
get time values you can trust you work on the next issue.

Gene

At 10:25 AM 11/28/2007, Mathew Snyder wrote:
>This is the script I came up with:
>#!/usr/bin/perl
>
>use warnings;
>use strict;
>use lib '/usr/local/rt3/lib';
>use lib '/usr/local/rt3/local/lib';
>use RT;
>use RT::Tickets;
>use RT::Users;
>use MIME::Lite;
>use Date::Parse;
>
>RT::LoadConfig();
>RT::Init();
>
>my $tix = new RT::Tickets(RT::SystemUser);
>$tix->FromSQL('Queue = "CustomerCare" AND Status = "new" AND Owner = 
>"Nobody"');
>
>while (my $ticket = $tix->Next) {
>         my $diff = time - str2time($ticket->Created);
>         print $ticket->id . ": " . str2time($ticket->Created) . "\n";
>         print time . "\n";
>         print "diff: " . $diff . "\n";
>         if (($diff/60) >= 5) {
>                 print "diff adjusted: " . ($diff/60) . "\n";
>                 &email();
>                 exit;
>         }
>}
>
>sub email {
>         my $emailTo      = 'msnyder at company.com';
>         my $emailFrom    = 'RT-devel';
>         my $emailSubj    = 'Tickets In CustomerCare Need Your Attention
>**TEST-DISREGARD**';
>         #my $emailMsg     = 'There are tickets in CustomerCare that are 5 or
>more minutes old.  These tickets require action even if it is placing them in
>the appropriate queue.  Please attend to these tickets.\n\nThank You';
>         my $emailMsg     = 'This is a test message for a script I am 
> working on.';
>
>         my $fullEmail    = new MIME::Lite(From    => $emailFrom,
>                                           To      => $emailTo,
>                                           Subject => $emailSubj,
>                                           Type    => "multipart/mixed"
>                                           );
>
>         $fullEmail->attach(Type            => "TEXT",
>                            Data            => $emailMsg
>                           );
>
>         $fullEmail->send("sendmail", "/usr/sbin/sendmail -t");
>}
>
>This refuses to work though.  If I leave it as is I get a negative number for
>$diff/60 because $ticket->Created indicates a number greater than 
>time().  I can
>only guess it has something to do with timezones but I don't know.  If I 
>reverse
>the operands and subtract time from the ticket creation I get a number in the
>200s but which is always shrinking and will end up in the negatives because I
>shouldn't be subtracting time from teh created time anyway.
>
>This is sampler output when subtracting ticket created time from time():
>Ticket Created Time: 1196291034
>time():              1196273826
>diff: -17208
>
>and when subtracting time() from the ticket creation time:
>Ticket Created Time: 1196291034
>time():              1196273872
>diff: 17162
>
>On top of all this, even when the number comes out positive, dividing by 60
>(which I'm assuming I have to do as time and str2time output time since the
>epoch as seconds) spits out a number that doesn't even correlate.
>
>Can someone take a look at this and help me out.  Thanks.
>Keep up with me and what I'm up to: http://theillien.blogspot.com
>
>
>Gene LeDuc wrote:
> > I do it using days, not minutes, but the concept is the same.  Try using
> > a cron job that runs every 2 minutes.  The perl API makes it easy to
> > read ticket values, so it would be pretty straightforward to compare
> > Updated to now() and send an e-mail if the difference is > 5min.  It's
> > possible this way to have a ticket languish for up to 6 minutes, but you
> > could run the cron every minute if it's that critical.
> >
> > Regards,
> > Gene
> >
> > At 01:33 PM 11/27/2007, Mathew Snyder wrote:
> >> I'm considering implementing a method of telling those that need to
> >> know when a
> >> ticket has been in our triage queue untouched for a predetermined
> >> amount of time
> >> (say, five minutes).  I'd like to poll this queue and, if a ticket
> >> which meets
> >> these requirements exists, send an email out telling people to act on it.
> >>
> >> Has anyone done this before and if so, which method did you use?
> >
> >


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University