[rt-users] automaticaly set a reminder of 2, 5h to every new ticket in queue xxx

Kevin Falcone falcone at bestpractical.com
Thu Feb 21 12:01:01 EST 2013

On Thu, Feb 21, 2013 at 01:03:57AM -0800, Lynch wrote:
> i've already read through the wiki and already tried my luck with google but
> i couldnt manage to find a solution to my problem.
> i'd like to set automatically a reminder to every incoming ticket whichs
> gives me mail notification every 2,5 hours until the ticket is done.
> (resolved) im using rt 4.0.7 on debian 6.
> it'll also be great if the two admins get the mail notification even if the
> incoming ticket is still unowned.
> the 2,5 hours should start right when the ticket is created, and if the
> first reminder is sent then there should start another countdown to 2,5h
> until the ticket is done.

You should be able to do this with rt-crontool and a search for
unresolved tickets untouched in X hours.  It'll be more interesting to
time it off of creation.  You can have a look at the rt-crontool docs


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