[rt-users] ticket announce email

Gene LeDuc gleduc at mail.sdsu.edu
Tue Nov 27 17:01:31 EST 2007

I do it using days, not minutes, but the concept is the same.  Try using a 
cron job that runs every 2 minutes.  The perl API makes it easy to read 
ticket values, so it would be pretty straightforward to compare Updated to 
now() and send an e-mail if the difference is > 5min.  It's possible this 
way to have a ticket languish for up to 6 minutes, but you could run the 
cron every minute if it's that critical.


At 01:33 PM 11/27/2007, Mathew Snyder wrote:
>I'm considering implementing a method of telling those that need to know 
>when a
>ticket has been in our triage queue untouched for a predetermined amount 
>of time
>(say, five minutes).  I'd like to poll this queue and, if a ticket which meets
>these requirements exists, send an email out telling people to act on it.
>Has anyone done this before and if so, which method did you use?

Gene LeDuc, GSEC
Security Analyst
San Diego State University 

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