[rt-users] Confused about --transaction flag for rt-crontool

[Russell Jones]

Hi all,

I am working on the proper syntax for using rt-crontool to send 
"reminder" emails to a requestor when a ticket's LastUpdated status is 
14 days old. I've worked out the syntax but am having difficulty 
understanding how the --transaction flag comes into play. I have read 
the automating RT documents already.

If I don't use --transaction, I get an error about the Ticket->Id field 
in my template. If I do use --transaction the email sends out fine. But, 
if I use --transaction first it will skip over sending an email to the 
Requestor with the following message:

  not sending to <email>, creator of the transaction, due to NotifyActor 
setting

This leads me to believe that if a ticket gets sent in then just idles 
with nothing being done on it, the ticket creation transaction itself 
will be both the first and last transaction on the ticket, so the 
requestor will never get the "nag" email I am trying to send to them 
regardless of if I use --transaction first or --transaction last.

The syntax I am using for rt-crontool is:

    ./rt-crontool --verbose --search RT::Search::FromSQL --search-arg
    "Id = '33'" --action RT::Action::Notify --action-arg All --template
    'Idle Reminder' --transaction first


My nag email template I am using for testing is:

    Subject: AutoReply: {$Ticket->Subject}

    This is an idle reminder for ticket {$Ticket->id}


So, my questions are:

1) What is the proper way of sending a nag email if this is not the 
right way?
2) If this is the right way, how can I ensure the nag email will get 
sent to the requestor regardless of the NotifyActor setting?
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