[rt-users] auto-close tickets after X amount of time
Jonathan Reeder
jreeder at minutemenu.com
Mon Feb 14 14:00:19 EST 2005
I considered doing something along those lines, but what I was hoping to do
was give the user warning that his ticket would be closing before it
actually closed. So if I was going to close a ticket after 48 hours of
inactivity, I would send an email 24 hours into the 48 hours saying "This
ticket will close if not updated in 24 hours."
The problem with that is that by sending the warning correspondence, the
ticket is no longer idle. I guess what I really need to do is one of two
things. Either I make it so that LastUpdated doesn't get changed when I
send my warning correspondence, or I make it so that my condition (Idle)
doesn't count the warning correspondence as something worth of resetting the
"idleness" of a ticket.
-----Original Message-----
From: Ramon Kagan [mailto:rkagan at yorku.ca]
Sent: Monday, February 14, 2005 12:43 PM
To: Jonathan Reeder
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] auto-close tickets after X amount of time
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?
> > >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > RT Administrator and Developer training is coming to your town soon!
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> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> >
>
>
>
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