[rt-users] timer/escalation/mail reminders (untouchedin script)
ruz at bestpractical.com
Mon Oct 17 18:13:38 EDT 2011
On Tue, Oct 18, 2011 at 2:01 AM, Mayk Backus <backus at nlcom.nl> wrote:
> 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 ?
Yes. You would be better with crontool. As far as I remember
Dashboards are mailed even if search is empty.
> On 10/17/11 9:05 PM, Kenneth Crocker wrote:
> 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
>> My RT Version is 4.0.2 , running Ubuntu 10.04.
>> Thank you in advance.
>> Mayk Backus
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * San Francisco, CA, USA October 18 & 19, 2011
>> * Washington DC, USA October 31 & November 1, 2011
>> * Barcelona, Spain November 28 & 29, 2011
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * San Francisco, CA, USA — October 18 & 19, 2011
> * Washington DC, USA — October 31 & November 1, 2011
> * Barcelona, Spain — November 28 & 29, 2011
Best regards, Ruslan.
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