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

Mayk Backus backus at nlcom.nl
Mon Oct 17 18:01:28 EDT 2011

Hi Kenneth,

thank you for the reply. I was looking into what i could do with 
dashboards.. The subscription timing is run once a day only, or you need 
to create more dashes ? The notification i need has to run every 5 
minutes to find a ticket. I think i would be better off with rt-crontool 
then ?



On 10/17/11 9:05 PM, Kenneth Crocker wrote:
> Mayk,
> 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.
> Kenn
> On Mon, Oct 17, 2011 at 8:34 AM, Mayk Backus <backus at nlcom.nl 
> <mailto: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 <http://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 <http://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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