[rt-users] Automatically opening stalled RT tickets

Ryan Hardester Ryan.Hardester at ci.tracy.ca.us
Mon Jul 21 20:28:11 EDT 2008

I tried this, put the PM in the correct folder, and ran the script. I
get the following error under RT3.8.0

[Tue Jul 22 00:37:05 2008] [crit]: Can't call method "Message" on an
undefined value at /opt/rt3/bin/../lib/RT/Action/AutoOpen.pm line 77.
Can't call method "Message" on an undefined value at
/opt/rt3/bin/../lib/RT/Action/AutoOpen.pm line 77.

Am I doing something wrong? Or is there a change in 3.8 that makes this
not work?


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tom
Sent: Sunday, July 20, 2008 8:44 PM
To: Matthew Macdonald-Wallace
Cc: RT Users
Subject: Re: [rt-users] Automatically opening stalled RT tickets

On 17/07/2008, at 12:45 AM, Matthew Macdonald-Wallace wrote:

> Hi Tom,
> Please forgive the intrusion into your inbox, I noticed your post 
> dated 23rd June on the rt-users list archives and I am very interested

> in your usage of rt-crontool to automatically re-open any stalled 
> tickets older than a certain age.
> Would it be possible for you to share the command-line arguments you 
> have used for rt-crontool with the community?
> Thanks in advance,
> Matt

Hi Matt,

No problems - sorry for the delay getting back to you. I've CC'd the
list as well in case anyone else is curious.

We currently run something like this, once per day:

## Search for tickets that have had no requestor correspondance for more
than 6 days, ## open them and comment (this will notify ticket owner)
/var/www/rt.domain.com/rt/bin/rt-crontool \
         --search RT::Search::FromSQL \
         --search-arg "Queue = 'Foo' AND Status = 'stalled' AND Told <
'6 days ago' AND DependsOn IS NULL" \
         --action RT::Action::OpenTicketAndComment --action-arg "Auto-
opened due to being stalled for > 6 days."

You'll also notice the RT::Action::OpenTicketAndComment action which is
just a slightly modified RT::Action::AutoOpen so that we can also place
a comment in the ticket to show why it was re-opened. I've attached our
local/lib/RT/Action/OpenTicketAndComment.pm module if you're interested.

Caution: we added the 'DependsOn IS NULL' clause because this was re-
opening tickets that were stalled because they depended on another
ticket. However, through TicketSQL we are unable to query the status of
these depended-on tickets, so currently this won't re-open stalled
tickets even if a depended-on ticket is resolved. I consider this a bug
with our process and plan to fix it by using a custom RT::Search module
to do a more fine-grained query, but haven't had time.


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