[rt-users] Reminders: What are they, can they (or something else in RT) be made to do this?

[Ken Crocker]

Faith,

    I may be wrong, but my understanding of RT tickets (any ticket) is 
that unless there is a transaction being executed for it, it will not 
just arbitrarily know to send off a notice to someone. TO do that, you 
need to create a cron job that will run thru the RT Ticket Tabler and 
examine the tickets and based on appropriate conditions, send out a 
notice. At that point, your "Reminder" tickets are really extraneous. 
Reminder tickets will only help someone who is using RT online. So, if 
your purpose in having Reminders is for the Email notice, you need not 
bother. You can examine the base ticket and find all the conditions 
needed for that cron job. Hope this helps.

Kenn
LBNL

On 6/8/2009 7:16 AM, Faith Senie wrote:
> I have looked through the Wiki and anything else I could find for full  
> documentation of the purpose of the "Reminders" tickets, and I haven't  
> found anything other than explanations of how to deal with problems  
> with them (details of how to make them go away when the ticket they're  
> based on is closed out, etc.).  So can someone explain what the major  
> purpose of the Reminders tickets is?
>
> Also, the functionality we were trying to achieve with them is the  
> following, which they clearly don't do.  How do we do this?  We'd like  
> to have a mechanism by which we can set a trigger in a ticket that  
> will send the owner an email on a specified date that says, "There's  
> something you need to do with this ticket today".  It is not  
> sufficient for it to put up a notice on the RT main page, as we don't  
> normally open RT unless there's a new ticket or we're explicitly  
> updating an existing one -- it must send email to the owner.  We don't  
> want anything before the specified date, we want it on the specified  
> date.  A one-time email on that date is sufficient.  Can Reminders be  
> updated to do this, or is there another mechanism we could use to do  
> this?
>
> Thanks,
> Faith
>
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