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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 type=cite class=cite cite="">
<font face="arial" size=2 color="#0000FF">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" size=2 color="#0000FF">-Bill<br>
</font><br>
<hr>
<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 type=cite class=cite 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</body>
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