[rt-users] Action to delay the Due Date

[Andrea Zimmerli]

My fault, there was a conflict with the SLA extension. I disabled it and it
works.




2014-03-17 12:02 GMT+01:00 Andrea Zimmerli <mangialatorre at gmail.com>:

> Due date delay works!
> However, when I change the status from Stalled to Open, the due date
> becomes again the original one. Is there a way to avoid it?
>
> Cheers Andy
>
>
> 2014-03-05 11:23 GMT+01:00 Pablo Fernandez <pablo.fernandez at cscs.ch>:
>
>>  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> <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.htmlhttp://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
>>
>>
>>
>>
>>
>> --
>> RT Training London, March 19-20 and Dallas May 20-21
>> http://bestpractical.com/training
>>
>
>
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