[rt-users] timer/escalation/mail reminders (untouchedin script)

Kenneth Crocker kfcrocker at lbl.gov
Mon Oct 17 15:05:00 EDT 2011


I like using Dashboards for this type of function. Create a search to give
you what you want and then create a Dashboard to run it and set up your
subscription for the timing.


On Mon, Oct 17, 2011 at 8:34 AM, Mayk Backus <backus at nlcom.nl> wrote:

> Hi List,
> I'm new to RT, and i've spend a lot of time trying to get a feature working
> i'm used to having in otrs.
> We need several queues in RT, each queue needs to notify "queue members"
> when a ticket has gone by N amount of time without being worked on.
> Searching around i found the untouchedin script on the wiki. Trying several
> versions of the script, but all of them run into the same problem. rt-cron
> runs ok for others jobs, but when i run it for the untouchedin script it
> fails on : "Failed to load module RT::Condition::**UntouchedInHours.
> (Can't locate RT/I18N/en_us.pm" . I checked the posting not having the
> complete script, trying the version suggested but to no avail.
> Having a look on a second system, pulling RT out of the ubuntu repo's , i
> see the I18N directory containing more files, but not the en_us.pm file.
> Trying to create workarounds with a script upping the priority , and a
> second rt-cron checking tickets with priorit higher then N commenting with a
> custom template works, kinda-ish.. The drawback here is that the
> ticketresponder needs to manually set back the priority to avoid being hit
> up by an e-mail notification he's not responding to fast.
> To me, the untouchedin script could do the trick, since (the way i
> understand i should work, but then agian, i'm a noob) it calculates the time
> since last response and the time the script is run. If a ticketresponder
> updates the ticket, the script does nothing.
> Can someone please point me in a direction to a sollution, i'm lost at the
> moment.
> My RT Version is 4.0.2 , running Ubuntu 10.04.
> Thank you in advance.
> regards
> Mayk Backus
> NLcom
> --------
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> )
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