[rt-users] Reminder Emails

[Gene LeDuc]

Hi Bill,

I do something kind of like that.  When a ticket is created in a queue that 
I want reminders sent on, I have an OnCreate scrip put a value into a CF 
named 'NagDays'.  This value determines when reminders should be sent on 
each ticket (send reminder if now() is within NagDays of DueDate).  If 
NagDays is empty then no reminder is sent.  The reminders are sent from a 
perl script that runs via cron.  I started with a script I found on the 
wiki, but then modified it quite a bit to use Business::Hours, individual 
(per ticket) NagDays values, logging of reminders, etc.  If you only want 
to do it for specific tickets (rather than every ticket in a queue) then 
leave out the OnCreate scrip and manually put a value into the NagDays CF 
for each ticket that you want reminders sent for.  I usually set NagDays to 
2 for queues in which I use reminders so that 2 days before the due date 
the owner and adminccs start getting reminded that the due date is 
approaching.  If the ticket is past due then I change the wording of the 
nag message.  If you want, I'll be happy to send you the script (I think I 
sent it to the list sometime last year).

Regards,
Gene

At 10:46 AM 7/9/2008, Candelario, Bill wrote:
>Would it be possible to send a reminder on a specific ticket.  What I'm 
>trying to accomplish is, on creating a ticket, setting a reminder (as in 
>MS Outlook) that would notify me via email.  If I set a reminder for 1 
>week from today to do a task, I would want to be reminded on that day.
>
>Thanks,
>Bill


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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