[rt-users] Automatic Wake Up a stalled ticket

[Stephen Turner]

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Raphael Berlamont
> Sent: Thursday, December 28, 2006 9:12 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Automatic Wake Up a stalled ticket
> 
> Hello list,
> 
> My RT users would like to have the following feature :
> For example when someone Open a Ticket for a device that 
> seems not to be
> working, but the real reason is that the device is beeing 
> repaired, the L1
> support team makes that ticket "Stalled". They would like RT to
> automaticaly "re-open" that ticket at a given date/time.
> 
> As we don't use the "due" field (didn't find how/where to 
> configure it),
> we thought we could use it to enter a "wake up" date, and then, with a
> cron job, regurally get all stalled ticket, and makes "open" 
> those which
> need to.
> 
> I have two questions :
> - Is it a good way to do this?

I think so - we do exactly this, except we use 'starts date' to set the wake
up date. We wrote a custom action that sets the status back to open for
stalled tickets matching the date spec. The custom action is invoked by
rt-crontool.

Steve

----------------------------------------
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)