[rt-users] Change ticket status after elapsed time period

[Asif Iqbal]

On Tue, May 7, 2013 at 2:24 PM, Ruslan Zakirov <ruz at bestpractical.com>wrote:

>
>
>
> On Tue, May 7, 2013 at 1:25 PM, kjcsb <kjcsb at xnet.co.nz> wrote:
>
>> I would like to configure RT to automatically change the status of a
>> ticket
>> in certain cases. An example of this would be when a ticket is set to
>> "waiting on customer" response. After a certain period without a response
>> (ideally working days rather than calendar days) we would like to resolve
>> the ticket. I've been unable to find the right term to search on to find
>> the
>> answer to this. Any help appreciated.
>>
>>
>>
> For such things you use rt-crontool. Start with search that uses
> TicketSQL, for example "LastUpdated < '10 days ago' AND Status = 'waiting
> on customer'". Figure out how to use SetStatus action.
>

Ramon Kagan wrote a RT::Action::SetStatus module
http://lists.bestpractical.com/pipermail/rt-users/2005-February/028827.html

You can place it at /opt/rt3/local/lib/RT/Action/SetStatus.pm and use it.
You may have to run mkdir -p /opt/rt3/local/lib/RT/Action

YMMV.



> When above is ready then you can do two things:
>
> 1) use bash or any other programming language to calculate time span and
> execute rt-crontool. What I mean is that if your script is executed on
> Monday and you want 5 days time span then your code generates '7 days ago'
> to compensate weekend.
>
> 2) write RT's custom condition that does additional date checks using
> pretty much the same logic as above solution.
>
> --
> Best regards, Ruslan.
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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