[rt-users] Action to delay the Due Date

[Pablo Fernandez]

Thanks for the hint... I was able to do what I needed.
I post here the contents of the local/lib/RT/Action/DelayDue.pm script,
for others that may need it:

----
package RT::Action::DelayDue;
use base 'RT::Action';

use strict;

#Do what we need to do and send it out.

#What does this type of Action does

# {{{ sub Describe
sub Describe  {
  my $self = shift;
  return (ref $self . " will increase the ticket Due Date to the
argument provided in minutes.");
}
# }}}


# {{{ sub Prepare
sub Prepare  {
    # nothing to prepare
    return 1;
}
# }}}

sub Commit {
    my $self = shift;
    my $due = $self->TicketObj->DueObj();
    if ($due->Unix() > 1) {
        $due->AddSeconds( $self->Argument * 60 );
        $self->TicketObj->SetDue($due->ISO);
    }
}

RT::Base->_ImportOverlays();

1;
----


And a nice crontool that runs every hour:

/opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg
"Queue = 'z1-rt' AND Status = 'stalled'" --action RT::Action::DelayDue
--action-arg 60 --verbose


Hope it helps! Thanks again for the help!
BR/Pablo



On 03/04/2014 08:40 PM, Kevin Falcone wrote:
> On Mon, Mar 03, 2014 at 09:55:08PM +0000, Fernandez  Pablo wrote:
>>> On Mar 3, 2014 8:40 PM, Kevin Falcone <falcone at bestpractical.com> wrote:
>>> On Fri, Feb 28, 2014 at 11:58:27AM +0100, Pablo Fernandez wrote:
>>>> I was wondering... is there a way I can delay (a fixed amount of time)
>>>> the Due Date on all tickets that match some criteria (like being in
>>>> stalled state)?
>>>> I was thinking of using rt-crontool for that task as a sort of way to
>>>> "park" tickets (a cron job that runs every hour and delays 1 hour all
>>>> stalled tickets).
>>> Sounds like you want rt-crontool?
>>> http://bestpractical.com/docs/rt/latest/rt-crontool.html
>>> http://bestpractical.com/docs/rt/latest/automating_rt.html
>>>
>> But among the actions, I did not find any to change the due date (and neither in the two links )
>> Any hints on how to do that?
> You'll have to provide your own action in
> local/lib/RT/Action/CustomDueMunging.pm
>
> Likely you want a Prepare of { return 1}; and then you'll have your
> real logic in Commit.
>
> -kevin
>
>

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