[rt-users] rt v. rt-crontool

[Kevin Falcone]

On Wed, Nov 23, 2011 at 11:06:12AM -0800, Yan Seiner wrote:
> The recent discussion on modifying custom fields got me thinking.... What
> is the difference between using rt and rt-crontool?

bin/rt is a general purpose tool that uses the REST interface
rt-crontool is intended to glue together existing
RT::Search/RT::Condition/RT::Action/RT::Templates.

For example, I could do your bin/rt script as a CreateTickets action
with a custom Template.

If the search, condition and action you want already exist (such as
bumping priority on tickets after 5 days without an owner) then
rt-crontool is going to just work with a lot less code than recreating
that in bin/rt.

Also, looping over hundreds of tickets should be faster in rt-crontool
rather than bin/rt because it uses the API rather than making tons of
HTTP requests.

-kevin

> Seems that both can do slightly different things and are really different
> tools.  The name makes it seem like rt-crontool is somehow preferred when
> running a scheduled job, but I can't think of a reason why rt could not be
> used in a cron job.
> 
> Here's a script I use to create a linked ticket from an email:
> 
> #!/bin/bash
> 
> # exim helper script for adding an invoice ticket to a work order
> 
> # create a temp file and dump stdio into it
> t=$(tempfile --directory=/tmp) || exit 1
> cat - > $t
> 
> # we create the ticket
> subject=$(grep -i '^subject:' $t | sed -e 's/^.*: *//')
> ticket=$(/opt/rt4/bin/rt create -t ticket set queue="Water Invoices"
> subject="${subject}" | sed -e s/[^0-9]//g)
> parent=$(/opt/rt4/bin/rt ls -i "'CF.{Work Order No.}'=${LOCAL_PART} and
> queue!='Water Invoices'" | sed -e s+^.*/++)
> 
> # validate $parent here; exit 1 if not found
> if [[ -z $parent ]] ; then
>     echo "Work Order ${LOCAL_PART} not found"
>     exit 1
> fi
> 
> # exit 1 if multiple tickets found
> if [ `echo $parent | wc | awk '{print $2}'` -gt 1 ] ; then
>     echo "Multiple tickets with Work Order ${LOCAL_PART} found"
>     echo "ticket numbers are " `echo $parent | sed s+ticket/++g`
>     exit 1
> fi
> 
> # Now link ticket
> /opt/rt4/bin/rt link ${ticket} memberof ${parent}
> 
> # and set custom fields
> /opt/rt4/bin/rt edit ticket/${ticket} set 'CF.{contractor}'="${contractor}"
> /opt/rt4/bin/rt edit ticket/${ticket} set 'CF.{amount}'="${amount}"
> 
> export EXTENSION=${ticket}
> cat $t | /opt/rt4/bin/rt-mailgate --action comment --queue Invoices
> --extension ticket --url http://rt.subutil.com
> 
> 
> -- 
> Pain is temporary. It may last a minute, or an hour, or a day, or a year,
> but eventually it will subside and something else will take its place. If
> I quit, however, it lasts forever.
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain  November 28 & 29, 2011
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