[rt-users] auto-close tickets after X amount of time

[Ramon Kagan]

Hi,

I would suggest using a scrip that on condition change status to "closed"
by the "system user" (which would be the case), to send a notification
using you desired template.  It would occur after the set status is
complete.

Just a thought, if I read your email correctly.

Ramon Kagan
York University, Computing and Network Services
Information Security  -  Senior Information Security Analyst
(416)736-2100 #20263
rkagan at yorku.ca

-----------------------------------   ------------------------------------
I have not failed.  I have just	       I don't know the secret to success,
found 10,000 ways that don't work.     but the secret to failure is
				       trying to please everybody.
	- Thomas Edison				- Bill Cosby
-----------------------------------   ------------------------------------

On Mon, 14 Feb 2005, Jonathan Reeder wrote:

> Ramon,
>
> I've successfully implemented the resolve after 48 hours of inactivity part
> of what I want to do.  Now in order to get the notification to the user that
> "This ticket will be close if not updated in 24 hours", I'm basically going
> to copy the same rt-crontool command, except the action will be
> RecordCorrespondence instead of SetStatus.  If I'm correct in my thinking
> though, I'm worried that the actual act of sending them the correspondence
> will set a new LastUpdated, and as such I'll never actually reach the 48
> hours of idle and close the ticket.  Here's what I was planning on
> eventually having in my crontab:
>
> 10 * * * * rt-crontool --search
> RT::Search::ActiveTicketsInQueue --search-arg <Queue> --condition
> RT::Condition::Idle --condition-arg 48 --action
> RT::Action::SetStatus --action-arg resolved
>
> 5 * * * * rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg
> <Queue> --condition RT::Condition::Idle --condition-arg 24 --action
> RT::Action::RecordCorrespondence --template 'Expiring Tickets'
>
> Would this just send the 'Expiring Tickets' template every 24 hours over and
> over again, without ever reaching the 48 hours set in the SetStatus rule?
> I'm wondering if I should modify Idle.pm a bit so looks only at the last
> update by the requestor, not just any update?
>
> Thanks again for the modules, I've already got the first part up and
> running.
>
> Jonathan
>
> -----Original Message-----
> From: Ramon Kagan [mailto:rkagan at yorku.ca]
> Sent: Monday, February 14, 2005 11:03 AM
> To: Jonathan Reeder
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] auto-close tickets after X amount of time
>
>
> Sorry typo..
>
> SetStatus.pm should be in .../lib/Action
>
> Ramon Kagan
> York University, Computing and Network Services
> Information Security  -  Senior Information Security Analyst
> (416)736-2100 #20263
> rkagan at yorku.ca
>
> -----------------------------------   ------------------------------------
> I have not failed.  I have just	       I don't know the secret to success,
> found 10,000 ways that don't work.     but the secret to failure is
> 				       trying to please everybody.
> 	- Thomas Edison				- Bill Cosby
> -----------------------------------   ------------------------------------
>
> On Mon, 14 Feb 2005, Ramon Kagan wrote:
>
> > I have...
> >
> > In .../lib/Condition
> >
> > #cat Idle.pm
> > # Author: Ramon Kagan
> > #
> > # Birth September 30, 2004 - 08:30 ESTEDT
> > #
> > # This module checks the "idleness" of a ticket"
> > #
> >
> > =head1 NAME
> >
> > RT::Condition::Idle
> >
> > =head1 DESCRIPTION
> >
> > Returns true if the ticket we're operating on has been idle
> > for the number of days specified
> >
> > =cut
> >
> > package RT::Condition::Idle;
> > require RT::Condition::Generic;
> >
> > use strict;
> > use Time::ParseDate;
> > use vars qw/@ISA/;
> > @ISA = qw(RT::Condition::Generic);
> >
> >
> > =head2 IsApplicable
> >
> > If the last modified date plus the number of days specified is before
> > "now" return true
> >
> > =cut
> >
> > sub IsApplicable {
> >     my $self = shift;
> >     my $seconds = $self->Argument * 86400;
> >     $RT::Logger->debug("Idle: Seconds is " . $seconds);
> >     my $now = parsedate("now");
> >     $RT::Logger->debug("Idle: Now is " . $now);
> >     my $lastdate = $self->TicketObj->LastUpdated;
> >     my $last = parsedate("$lastdate");
> >     $RT::Logger->debug("Idle: Last is " . $last);
> >     if ($now - $last > $seconds) {
> >        return(1);
> >     }
> >     else {
> >        return(undef);
> >     }
> > }
> >
> > eval "require RT::Condition::Idle_Vendor";
> > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/Idle_Vendor.pm});
> > eval "require RT::Condition::Idle_Local";
> > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/Idle_Local.pm});
> >
> > 1;
> >
> >
> > in .../lib/SetStatus.pm
> >
> > # Author: Ramon Kagan
> > #
> > # Birth September 8, 2004 - 08:30 ESTEDT
> > #
> > # This module incorporates much of the SetPriority.pm from
> > # Best Practical.  It changes the status of the ticket as requested
> > #
> >
> > package RT::Action::SetStatus;
> > require RT::Action::Generic;
> >
> > use strict;
> > use vars qw/@ISA/;
> > @ISA=qw(RT::Action::Generic);
> >
> > #Do what we need to do and send it out.
> >
> > #What does this type of Action does
> >
> > # {{{ sub Describe
> > sub Describe  {
> >   my $self = shift;
> >   return (ref $self . " will set a ticket's status to the argument
> > provided.");
> > }
> > # }}}
> >
> >
> > # {{{ sub Prepare
> > sub Prepare  {
> >     # nothing to prepare
> >     return 1;
> > }
> > # }}}
> >
> > sub Commit {
> >     my $self = shift;
> >     $self->TicketObj->SetStatus($self->Argument);
> >
> > }
> >
> > eval "require RT::Action::SetStatus_Vendor";
> > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/SetStatus_Vendor.pm});
> > eval "require RT::Action::SetStatus_Local";
> > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/SetStatus_Local.pm});
> >
> > 1;
> >
> >
> > Using crontool
> >
> > rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg <Queue>
> > --condition RT::Condition::Idle --condition-arg <number of days idle>
> > --action RT::Action::SetStatus --action-arg <status>
> >
> > If you want to make this hours... change the 86400 in Idle.pm to 3600
> >
> > Hope that helps.
> >
> > Ramon Kagan
> > York University, Computing and Network Services
> > Information Security  -  Senior Information Security Analyst
> > (416)736-2100 #20263
> > rkagan at yorku.ca
> >
> > -----------------------------------   ------------------------------------
> > I have not failed.  I have just	       I don't know the secret to success,
> > found 10,000 ways that don't work.     but the secret to failure is
> > 				       trying to please everybody.
> > 	- Thomas Edison				- Bill Cosby
> > -----------------------------------   ------------------------------------
> >
> > On Mon, 14 Feb 2005, Jonathan Reeder wrote:
> >
> > > I have a ton of tickets that get sent in, picked up by a staff member,
> > > replied to with a suggestion, and then the requestor never takes the
> time to
> > > write back and say "Thanks that worked" or "Its fixed" or anything like
> that
> > > to let us know that the ticket can be closed.  So what I'd like to do is
> set
> > > something up so that if a ticket goes 48 hours without a reply from the
> > > requestor (if the owner is not nobody and a reply has been made to the
> > > requestor) then the ticket gets automatically closed.  What would also
> be
> > > nice would be if I could set it up such that an email was sent after 12
> > > hours of no activity saying "If you don't reply to this ticket in 36
> hours,
> > > it will automatically be closed."
> > >
> > > Anyone done anything like this?
> > >
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> >
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> >
> >
>
>
>