[rt-users] "nag"

[Travis Campbell]

On Tue, Aug 27, 2002 at 09:29:42PM +0300, Odhiambo Washington wrote:
> Anyone using "nag" in real life and willing to share his expolits??
> 

I'm using modified versions of the nag script to do the following types of
things:

- nag if priority is greater than 75 and tickets are new or open

  This makes sure people are doing the important things.

- nag if a ticket is owned by nobody and it's older than 24 hours

  This ensures that any new/open tickets are given an owner by the person
  watching the general queues for that week.

- nag if a ticket is owned by someone and it's been sitting in one of our
  general queues for more than 24 hours

  This makes sure tickets are being put into the proper queues once 
  assigned (in our case, proper means anywhere BUT the general queues ;-).

- nag if a ticket is owned by a specific user (cssadmin)

  We've got some cronjobs that gate tickets into the corporate Rememdy 
  system via email.  Local policy states that the person forwarding the
  ticket into Rememdy becomes the liason between corporate IT and the user;
  thus, the forwarder _should_ become the RT ticket owner.  This nag notifies
  us when a ticket is still owned by cssadmin.  When found, we just reassign
  as needed.  I haven't had to deal with enough tickets to make it worthwhile
  to reassign automatically.

We've also got stuff based on the nag script to deal with things like 
crisis escalation and on-call notifications from our Crisis queue.  It just
does successive pager notifications escalating up a set line of people until
it starts paging everyone on the team.

I've attached our simple priority whiner.  It uses Mail::Mailer to create
and send the emails.  YMMV, use at your own risk, etc.

Travis
-- 
 Travis Campbell  -  Unix Systems Administrator =    travis at mpdtxmail.amd.com
    5900 E. Ben White Blvd, Austin, TX 78741    =     travis.campbell at amd.com
    TEL: (512) 602-1888  PAG: (512) 604-0341    = webmaster at mpdtxmail.amd.com  
=============================================================================
      "Does anything work as expected?"  Yes.  An axe through the CPU.
-------------- next part --------------
#!/opt/mpd/bin/perl -w
#
# $Header: /raid/cvsroot/rt-addons/nag,v 1.1 2001/10/11 01:59:54 jesse Exp $
# RT is (c) 1996-2001 Jesse Vincent <jesse at fsck.com>

use strict;
use Carp;

use lib "/opt/rt2/lib";
use lib "/opt/rt2/etc";

use RT::Interface::CLI  qw(CleanEnv LoadConfig DBConnect 
			   GetCurrentUser GetMessageContent);

#Clean out all the nasties from the environment
CleanEnv();

#Load etc/config.pm and drop privs
LoadConfig();

#Connect to the database and get RT::SystemUser and RT::Nobody loaded
DBConnect();

use RT::Date;
use RT::Queue;
use RT::Tickets;
use RT::Users;
use Mail::Mailer;
use Mail::Send;

my $now = new RT::Date($RT::SystemUser);
$now->SetToNow();

my $users = new RT::Users($RT::SystemUser);
RT::Users::LimitToPrivileged($users);

while (my $owner = $users->Next) {

	my $tickets = new RT::Tickets($RT::SystemUser);
	$tickets->LimitStatus(VALUE => 'open');
	$tickets->LimitStatus(VALUE => 'new');
	$tickets->LimitOwner(VALUE => $owner->Id);
	$tickets->LimitPriority(VALUE => '74', OPERATOR => '>');

	if ($tickets->Count > 0) {
		my $message = $owner->Name . ",\n";

		$message = $message . "You have " . $tickets->Count;
		$message = $message . " open tickets:" . "\n\n";

		while (my $ticket = $tickets->Next) {
			$message .= $ticket->Id . ": " . $ticket->Subject . "\n";
			$message .= "\tAge     : " .  $ticket->AgeAsString . "\n";
			$message .= "\tPriority: " .  $ticket->Priority . "\n\n";
		}

		$message .= "\n-- \nRT/" . $RT::rtname . "\n";

		# Send the mail
		my $msg = new Mail::Send Subject=>"Your open tickets", To=>$owner->Name;
		$msg->to($owner->EmailAddress);
		my $fh = $msg->open;
		print $fh $message;
		$fh->close;
	}
}

$RT::Handle->Disconnect();