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<DIV dir=ltr align=left><SPAN class=383212619-09072008><FONT face=Arial
color=#0000ff size=2>Okay. That would be great.</FONT></SPAN></DIV><BR>
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<FONT face=Tahoma size=2><B>From:</B> Gene LeDuc [mailto:gleduc@mail.sdsu.edu]
<BR><B>Sent:</B> Wednesday, July 09, 2008 3:25 PM<BR><B>To:</B> Candelario,
Bill<BR><B>Cc:</B> rt-users@lists.bestpractical.com<BR><B>Subject:</B> RE:
[rt-users] Reminder Emails<BR></FONT><BR></DIV>
<DIV></DIV>The trigger for generating a reminder is a value in a custom field
named NagDays. That value can be set via an OnCreate scrip (which is the
way I do it) or manually by a user via the RT webgui. If NagDays doesn't
exist or doesn't have anything in it, then the ticket is ignored. I'll
send you the perl script off-list.<BR><BR>Gene<BR><BR>At 12:02 PM 7/9/2008,
Candelario, Bill wrote:<BR>
<BLOCKQUOTE class=cite cite="" type="cite"><FONT face=arial color=#0000ff
size=2>Thanks, Gene. If you don't mind sending the scrip, sure. In
reading how you set the reminders, is this only when creating tickets?
What I mean is, can other owners set the reminders after the ticket is
created?<BR></FONT> <BR><FONT face=arial color=#0000ff
size=2>-Bill<BR></FONT><BR>
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<FONT face=tahoma size=2><B>From:</B> Gene LeDuc [<A
href="mailto:gleduc@mail.sdsu.edu" eudora="autourl">
mailto:gleduc@mail.sdsu.edu</A>] <BR><B>Sent:</B> Wednesday, July 09, 2008
2:40 PM<BR><B>To:</B> Candelario, Bill<BR><B>Cc:</B>
rt-users@lists.bestpractical.com<BR><B>Subject:</B> Re: [rt-users] Reminder
Emails<BR></FONT><BR>Hi Bill,<BR><BR>I do something kind of like that.
When a ticket is created in a queue that I want reminders sent on, I have an
OnCreate scrip put a value into a CF named 'NagDays'. This value
determines when reminders should be sent on each ticket (send reminder if
now() is within NagDays of DueDate). If NagDays is empty then no
reminder is sent. The reminders are sent from a perl script that runs
via cron. I started with a script I found on the wiki, but then modified
it quite a bit to use Business::Hours, individual (per ticket) NagDays values,
logging of reminders, etc. If you only want to do it for specific
tickets (rather than every ticket in a queue) then leave out the OnCreate
scrip and manually put a value into the NagDays CF for each ticket that you
want reminders sent for. I usually set NagDays to 2 for queues in which
I use reminders so that 2 days before the due date the owner and adminccs
start getting reminded that the due date is approaching. If the ticket
is past due then I change the wording of the nag message. If you want,
I'll be happy to send you the script (I think I sent it to the list sometime
last year).<BR><BR>Regards,<BR>Gene<BR><BR>At 10:46 AM 7/9/2008, Candelario,
Bill wrote:<BR>
<BLOCKQUOTE class=cite cite="" type="cite"><FONT face=arial size=2>Would it
be possible to send a reminder on a specific ticket. What I'm trying
to accomplish is, on creating a ticket, setting a reminder (as in MS
Outlook) that would notify me via email. If I set a reminder for 1
week from today to do a task, I would want to be reminded on that
day.<BR></FONT> <BR><FONT face=arial
size=2>Thanks,<BR>Bill</FONT></BLOCKQUOTE><BR><BR>-- <BR>Gene LeDuc,
GSEC<BR>Security Analyst<BR>San Diego State University </BLOCKQUOTE><X-SIGSEP>
<P></X-SIGSEP><BR>-- <BR>Gene LeDuc, GSEC<BR>Security Analyst<BR>San Diego State
University </P></BODY></HTML>