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Hi Kenneth,<br>
<br>
thank you for the reply. I was looking into what i could do with
dashboards.. The subscription timing is run once a day only, or you
need to create more dashes ? The notification i need has to run
every 5 minutes to find a ticket. I think i would be better off with
rt-crontool then ?<br>
<br>
Regards,<br>
<br>
Mayk<br>
<br>
<br>
On 10/17/11 9:05 PM, Kenneth Crocker wrote:
<blockquote
cite="mid:CABqKps8R8CLkonvaY+UeYC9ir=7BiRJzLE=g56Kx0vJPBYhE+w@mail.gmail.com"
type="cite">Mayk,<br>
<br>
I like using Dashboards for this type of function. Create a search
to give you what you want and then create a Dashboard to run it
and set up your subscription for the timing.<br>
<br>
Kenn<br>
LBNL<br>
<br>
<div class="gmail_quote">
On Mon, Oct 17, 2011 at 8:34 AM, Mayk Backus <span dir="ltr"><<a
moz-do-not-send="true" href="mailto:backus@nlcom.nl">backus@nlcom.nl</a>></span>
wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0
.8ex;border-left:1px #ccc solid;padding-left:1ex;">
Hi List,<br>
<br>
I'm new to RT, and i've spend a lot of time trying to get a
feature working i'm used to having in otrs.<br>
<br>
We need several queues in RT, each queue needs to notify
"queue members" when a ticket has gone by N amount of time
without being worked on. Searching around i found the
untouchedin script on the wiki. Trying several versions of the
script, but all of them run into the same problem. rt-cron
runs ok for others jobs, but when i run it for the untouchedin
script it fails on : "Failed to load module RT::Condition::UntouchedInHours.
(Can't locate RT/I18N/<a moz-do-not-send="true"
href="http://en_us.pm" target="_blank">en_us.pm</a>" . I
checked the posting not having the complete script, trying the
version suggested but to no avail.<br>
<br>
Having a look on a second system, pulling RT out of the ubuntu
repo's , i see the I18N directory containing more files, but
not the <a moz-do-not-send="true" href="http://en_us.pm"
target="_blank">en_us.pm</a> file.<br>
<br>
Trying to create workarounds with a script upping the priority
, and a second rt-cron checking tickets with priorit higher
then N commenting with a custom template works, kinda-ish..
The drawback here is that the ticketresponder needs to
manually set back the priority to avoid being hit up by an
e-mail notification he's not responding to fast.<br>
<br>
To me, the untouchedin script could do the trick, since (the
way i understand i should work, but then agian, i'm a noob) it
calculates the time since last response and the time the
script is run. If a ticketresponder updates the ticket, the
script does nothing.<br>
<br>
Can someone please point me in a direction to a sollution, i'm
lost at the moment.<br>
My RT Version is 4.0.2 , running Ubuntu 10.04.<br>
<br>
Thank you in advance.<br>
<br>
regards<br>
<br>
Mayk Backus<br>
NLcom<br>
<br>
--------<br>
RT Training Sessions (<a moz-do-not-send="true"
href="http://bestpractical.com/services/training.html"
target="_blank">http://bestpractical.com/services/training.html</a>)<br>
* San Francisco, CA, USA October 18 & 19, 2011<br>
* Washington DC, USA October 31 & November 1, 2011<br>
* Barcelona, Spain November 28 & 29, 2011<br>
</blockquote>
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<br>
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