[rt-users] Reminder Emails

Gene LeDuc gleduc at mail.sdsu.edu
Wed Jul 9 15:25:27 EDT 2008

The trigger for generating a reminder is a value in a custom field named 
NagDays.  That value can be set via an OnCreate scrip (which is the way I 
do it) or manually by a user via the RT webgui.  If NagDays doesn't exist 
or doesn't have anything in it, then the ticket is ignored.  I'll send you 
the perl script off-list.


At 12:02 PM 7/9/2008, Candelario, Bill wrote:
>Thanks, Gene.  If you don't mind sending the scrip, sure.  In reading how 
>you set the reminders, is this only when creating tickets?  What I mean 
>is, can other owners set the reminders after the ticket is created?
>From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu]
>Sent: Wednesday, July 09, 2008 2:40 PM
>To: Candelario, Bill
>Cc: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] Reminder Emails
>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).
>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.
>Gene LeDuc, GSEC
>Security Analyst
>San Diego State University

Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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