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Hi all,<br>
<br>
I am working on the proper syntax for using rt-crontool to send
"reminder" emails to a requestor when a ticket's LastUpdated status
is 14 days old. I've worked out the syntax but am having difficulty
understanding how the --transaction flag comes into play. I have
read the automating RT documents already.<br>
<br>
If I don't use --transaction, I get an error about the Ticket->Id
field in my template. If I do use --transaction the email sends out
fine. But, if I use --transaction first it will skip over sending an
email to the Requestor with the following message:<br>
<br>
not sending to <email>, creator of the transaction, due to
NotifyActor setting<br>
<br>
This leads me to believe that if a ticket gets sent in then just
idles with nothing being done on it, the ticket creation transaction
itself will be both the first and last transaction on the ticket, so
the requestor will never get the "nag" email I am trying to send to
them regardless of if I use --transaction first or --transaction
last. <br>
<br>
The syntax I am using for rt-crontool is: <br>
<blockquote>./rt-crontool --verbose --search RT::<a class="moz-txt-link-freetext" href="Search::FromSQL">Search::FromSQL</a>
--search-arg "Id = '33'" --action RT::Action::Notify --action-arg
All --template 'Idle Reminder' --transaction first<br>
</blockquote>
<br>
My nag email template I am using for testing is:<br>
<br>
<blockquote>Subject: AutoReply: {$Ticket->Subject}<br>
<br>
This is an idle reminder for ticket {$Ticket->id}<br>
</blockquote>
<br>
So, my questions are:<br>
<br>
1) What is the proper way of sending a nag email if this is not the
right way?<br>
2) If this is the right way, how can I ensure the nag email will get
sent to the requestor regardless of the NotifyActor setting?<br>
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