[rt-users] [SLA Extension] Can I 'parked' stalled tickets?

Dave Fitches david.fitches at unimelb.edu.au
Tue Aug 28 00:40:01 EDT 2012

Hi Ruslan,

0.07 is the version I'm running.

Does it need any modification to punch out expiry dates when un-stalled?

Presently when I un-stall a job, it's not doing it... hence why I was looking at Alberto's solution... I just need to try and work out how to implement it!

    = Dave Fitches =

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/       |. University of Melbourne - Access Control
\_,--__/.. * Ph/Mob : +61-3-8344-9232 / +61-411-811-525
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.......... University of Melbourne, Victoria, Australia
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-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Tuesday, 28 August 2012 09:56
To: Dave Fitches
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] [SLA Extension] Can I 'parked' stalled tickets?


On Mon, Aug 27, 2012 at 1:50 AM, Dave Fitches
<david.fitches at unimelb.edu.au> wrote:
> Morning Alberto,
> I DID find that article previously, but I have to say
(embarrassingly) that I couldn't work it out (Seems I'm a tad thick
with some things) and the last reply by Ruslan lead me to believe he'd
incorporated it into 0.06 - but that appears to be just the priority
hold, not the re-calculate due date part.

Which article?

Have you seen the following option:


> You say to use two conditions "on stall"/"on un-stall"- but I'm having trouble working out how to create the "on stalled"/"on un-stall" conditions.
> I found this: http://requesttracker.wikia.com/wiki/OnStatusChange
> It looks like a MySQL command... and it should give me the "On Stall" condition, but I'm unsure how to get the UN-stall condition with the same method...
> I'm fairly certain the code for Action1 and Action2 go in as User Defined Actions into the "Custom action cleanup code" area, yes?
> So in the end - once I figure out how to create the two custom conditions, I then create two Scrips:
>         Scrip1:
>                 Name:   [SLA] Parking ticket
>                 Condition: On Stall
>                 User Defined Action - <Action1>
>         Scrip2:
>                 Name: [SLA] Unparking Ticket
>                 Condition: On Un-Stall
>                 User Defined Action - <Action2>
> These SHOULD then do the job of punching out the due date by the period of time the ticket was stalled - yes?
> Thanks in advance for all the assistance!
> --
>     = Dave Fitches =
> ________________________________________________________
> .,--__|\.. David Fitches - Security Software Admin
> /       |. University of Melbourne - Access Control
> \_,--__/.. * Ph/Mob : +61-3-8344-9232 / +61-411-811-525
> ......v... * E-mail : dfitches at unimelb.edu.au
> .......... University of Melbourne, Victoria, Australia
> _______________________________________________________

Best regards, Ruslan.

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