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<p style="margin-bottom:12.0pt"><span style="font-size:10.0pt">Craig,<br>
<br>
On the wiki there was a reference to an rt-remind script at <a href="http://www.cs.kent.ac.uk/people/staff/tdb/rt3/rt-remind">
http://www.cs.kent.ac.uk/people/staff/tdb/rt3/rt-remind</a>, which we downloaded and modified for our purposes. We have several cron jobs which use it to nag/notify owners, requestors, and managers (hourly, daily, or weekly, depending on the situation).
Not optimal, but it has worked for us. <br>
<br>
Jim<br>
<br>
-----Original Message-----<br>
From: rt-users-bounces@lists.bestpractical.com [<a href="mailto:rt-users-bounces@lists.bestpractical.com">mailto:rt-users-bounces@lists.bestpractical.com</a>] On Behalf Of Craig Ringer<br>
Sent: Sunday, July 28, 2013 11:04 PM<br>
To: RT users<br>
Subject: [rt-users] Sending notification / alert mails without creating comments<br>
<br>
Hi all<br>
<br>
I've been trying to do something that I expected to be simple with RT:<br>
Send reminders to subscribers on a ticket *without* creating any comment or correspondence on the ticket. Send an email silently, in other words.<br>
<br>
It turns out that much of RT::Action::SendEmail expects to have a current transaction and crashes ungracefully if there isn't one - it doesn't test to see if it gets a value for TransactionObj, but it fails at several points if the transaction is undef. It
doesn't really seem to provide a way to tell it what group(s) you want notified except by examining the transaction either.<br>
<br>
I can write a completely separate action to do the job but I'll have to duplicate much of the code in RT::Action::SendEmail to do so, and that seems like a maintenance nightmare. The module isn't easily extended by a subclass in this way because many of the
interesting bits are in the Prepare method anyway.<br>
<br>
How do others handle sending reminders and alerts, like SLA reminders?<br>
Do you just live with the annoying comment spam in tickets? Send mail directly, bypassing most of RT's mail handling code?<br>
<br>
<br>
I'm trying to find a way to reduce the amount of code duplication I need to do to send mail that's consistent with how RT expects other outbound mail to look - appropriate headers, etc.<br>
<br>
RT::Action::SendEmail::SendMessage(...) has the comment "TODO: Break this out to a separate module" in master and has had for a very long time. Willing to consider a patch that does so and tries to split RT::Action::SendEmail up into smaller, more easily wrapped/overridden
methods too?<br>
--<br>
Craig Ringer <a href="http://www.2ndQuadrant.com/">http://www.2ndQuadrant.com/</a><br>
PostgreSQL Development, 24x7 Support, Training & Services</span><o:p></o:p></p>
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