[rt-users] When do tickets become 'stalled'?

[Kenneth Crocker]

Emmanuel,


	The Ticket Staus field changes when you MAKE it change. As far as I 
know, there is no default RT scrip or background transaction that does 
this. You can create a scrip, that when a transaction occurs on a 
ticket, the due date is examined and if current date is later, then 
change the status to "stalled". But that is a hit and miss situation. 
You'd be better off running a daily cron job that examines all 
non-resolved, non-rejected, non-deleted, non-stalled tickets and if 
todays date is later than the due date, change the status, or whatever 
your criteria is. I believe I have seen that sort of thing on the list. 
Hope this helps.

Kenn
LBNL

On 9/29/2008 4:41 AM, Emmanuel Lacour wrote:
> On Mon, Sep 29, 2008 at 12:14:11PM +0100, Howard Jones wrote:
>> Every now and then I see discussion on here about looking for stalled
>> tickets, and notifying their owners... I'd like to do this too, but
>> first I have a different problem - none of the tickets in my RT are
>> stalled. Some are 'back-burner' issues that have been open for a year
>> with no correspondence.
>>
>> Is it something I need to do myself with rt-crontool, or are there some
>> settings somewhere to define the criteria? The RT book just says that
>> the state 'stalled' exists, but not really how you get there.
>>
> 
> It's just a status like other statuses (open, resolved, ...) you have to
> set it manually or use a script if you wan't to set it automatically on
> a time basis.
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