[rt-users] Reminders still open after a ticket is closed

[Jim Tambling]

Thanks Mark,
 
Tried that but it still doesn't work. Will try it next week when we
upgrade to 3.8.2.
 
Regards, Jim

	-----Original Message-----
	From: Roedel, Mark [mailto:MarkRoedel at letu.edu] 
	Sent: 12 February 2009 18:09
	To: Jim Tambling; rt-users at bestpractical.com
	Subject: RE: [rt-users] Reminders still open after a ticket is
closed
	
	

	That part of it looks OK to me.

	 

	I recently had a problem with a similarly-structured scrip that
didn't seem to be firing.  It turned out to be because I'd left the
"Custom Action Preparation Code" field blank.  When I put a "return 1;"
into that field, it started behaving as expected.

	 

	 

	--

	Mark Roedel

	Senior Programmer/Analyst - Web Services

	LeTourneau University

	 

	From: Jim Tambling [mailto:Jim.Tambling at datatote.co.uk] 
	Sent: Wednesday, February 11, 2009 4:36 PM
	To: Roedel, Mark; rt-users at bestpractical.com
	Subject: RE: [rt-users] Reminders still open after a ticket is
closed

	 

	Thanks Mark

	 

	I tried that but it doesn't seem to work. Here's the code I put
in the scrip;

	 

	my $tickets = new RT::Tickets(RT->SystemUser)

	my $id = $self->TicketObj->id;

	my $queue = $self->TicketObj->QueueObj->Name;

	 

	return 1 unless (defined($id)); # Can this be undefined?

	 

	 $tickets->FromSQL('Type = "reminder" AND RefersTo="'.$id.'"');

	 while (my $ticket = $tickets->Next) {

	 $RT::Logger->info("Closing associated reminder");

	 $ticket->SetStatus("resolved"); 

	}

	 return 1; 

	 

	 

	I have zero knowledge of  perl so I don't know if this is
correct.

	 

	Regards

	 

	-----Original Message-----
	From: Roedel, Mark [mailto:MarkRoedel at letu.edu] 
	Sent: 10 February 2009 23:04
	To: Jim Tambling; rt-users at bestpractical.com
	Subject: RE: [rt-users] Reminders still open after a ticket is
closed

	 

	Looks to me like
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders
<http://wiki.bestpractical.com/view/OnQueueChangeFixReminders>  should
get you most of the way there as a jumping-off point.  Obviously, you'd
change the scrip condition to "On Resolve" and you'd use a
$ticket->SetStatus('resolved') call in place of the
$Ticket->SetQueue($queue) in the while loop...

	 

	--

	Mark Roedel

	Senior Programmer/Analyst - Web Services

	LeTourneau University

	 

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim
Tambling
	Sent: Tuesday, February 10, 2009 4:37 PM
	To: rt-users at bestpractical.com
	Subject: [rt-users] Reminders still open after a ticket is
closed

	 

	If I set a reminder for a ticket, after the ticket is resolved
the reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?

	 

	Regards

	
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