[rt-users] Notification of new request not yet taken

Phil Homewood pdh at snapgear.com
Sun Sep 15 21:32:03 EDT 2002

[lines re-wrapped appropriately]

Millard, Matt wrote:
> Is there a way to set up this sort of notification?  > A request
> comes into the help desk, and it sits in the queue for 8 hours.
> After 8 hours no one has claimed ownership of the request.  Send an
> email to the queue admin notifying them that there is an unclaimed
> ticket so that he can go and assign it.  If the queue admin hasn't
> assigned it after 24 hours then send an email to our on-call pager
> notifying them that there is a request in the queue that hasn't been
> claimed.

You probably want to take the "nag" script found in the contrib
area and modify it a little.

Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

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