Auto-open Resolved Ticket

RT Users
1

Hi,

IS there a functionality on RT that can do this?

  • I resolved a ticket Subject: Windows Patches or Subject: get and renew
    certificates
  • I’ll do it again after a month.
  • RT will re-open this ticket after a month.

Thanks!
Roehl

2

Hi Roehl

  • I resolved a ticket Subject: Windows Patches or Subject: get and
    renew certificates
  • I’ll do it again after a month.
  • RT will re-open this ticket after a month.

I use the Due date field with a stalled status, and have a daily cron job:

#!/usr/bin/perl
my $cmd = '/usr/bin/rt list -i ';
my $qry = $cmd . qq/"status = ‘stalled’ AND due <= ‘today’"/;
my @res = $qry;
for (@res) {
chomp;
system (“/usr/bin/rt edit $_ set status=open”);
}

I’m sure someone will be along shortly with an rt_crontool solution, or something RESTful.

Cheers
Toby

LEGAL NOTICE
Unless expressly stated otherwise, information contained in this
message is confidential. If this message is not intended for you,
please inform postmaster@ccdc.cam.ac.uk and delete the message.
The Cambridge Crystallographic Data Centre is a company Limited
by Guarantee and a Registered Charity.
Registered in England No. 2155347 Registered Charity No. 800579
Registered office 12 Union Road, Cambridge CB2 1EZ.

3

Hi Toby,

Thanks for this.
Please confirm, if I understand your method correctly.

  1. Instead of resolving the ticket, after getting my tasks done, put in on
    stalled and set ‘Due date’ to next month.
  2. the cron job will re-open this ticket after a month.

If the ticket is re-open, will it send out notification?

im doing the rt-list -i “status = ‘stalled’ AND due <= ‘today’”
on a command line but it’s asking me for a password.
is my syntax correct?

Thanks!
RoehlOn Fri, Jul 24, 2009 at 5:08 AM, Toby Darling darling@ccdc.cam.ac.ukwrote:

Hi Roehl

  • I resolved a ticket Subject: Windows Patches or Subject: get and
    renew certificates
  • I’ll do it again after a month.
  • RT will re-open this ticket after a month.

I use the Due date field with a stalled status, and have a daily cron job:

#!/usr/bin/perl
my $cmd = '/usr/bin/rt list -i ';
my $qry = $cmd . qq/"status = ‘stalled’ AND due <= ‘today’"/;
my @res = $qry;
for (@res) {
chomp;
system (“/usr/bin/rt edit $_ set status=open”);
}

I’m sure someone will be along shortly with an rt_crontool solution, or
something RESTful.

Cheers
Toby

LEGAL NOTICE
Unless expressly stated otherwise, information contained in this
message is confidential. If this message is not intended for you,
please inform postmaster@ccdc.cam.ac.uk and delete the message.
The Cambridge Crystallographic Data Centre is a company Limited
by Guarantee and a Registered Charity.
Registered in England No. 2155347 Registered Charity No. 800579
Registered office 12 Union Road, Cambridge CB2 1EZ.

4

Set up your environment to know usernam, password and server.
http://wiki.bestpractical.com/view/UseRtToolOn 7/24/09 11:00 AM, “rmp dmd” rmp.dmd1229@gmail.com wrote:

Hi Toby,

Thanks for this.
Please confirm, if I understand your method correctly.

  1. Instead of resolving the ticket, after getting my tasks done, put in on
    stalled and set ‘Due date’ to next month.
  2. the cron job will re-open this ticket after a month.

If the ticket is re-open, will it send out notification?

im doing the rt-list -i “status = ‘stalled’ AND due <= ‘today’”
on a command line but it’s asking me for a password.
is my syntax correct?

Thanks!
Roehl

On Fri, Jul 24, 2009 at 5:08 AM, Toby Darling darling@ccdc.cam.ac.uk wrote:

Hi Roehl

  • I resolved a ticket Subject: Windows Patches or Subject: get and
    renew certificates
  • I’ll do it again after a month.
  • RT will re-open this ticket after a month.

I use the Due date field with a stalled status, and have a daily cron job:

#!/usr/bin/perl
my $cmd = '/usr/bin/rt list -i ';
my $qry = $cmd . qq/"status = ‘stalled’ AND due <= ‘today’"/;
my @res = $qry;
for (@res) {
chomp;
system (“/usr/bin/rt edit $_ set status=open”);
}

I’m sure someone will be along shortly with an rt_crontool solution, or
something RESTful.

Cheers
Toby

LEGAL NOTICE
Unless expressly stated otherwise, information contained in this
message is confidential. If this message is not intended for you,
please inform postmaster@ccdc.cam.ac.uk and delete the message.
The Cambridge Crystallographic Data Centre is a company Limited
by Guarantee and a Registered Charity.
Registered in England No. 2155347 Registered Charity No. 800579
Registered office 12 Union Road, Cambridge CB2 1EZ.

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

5

Hi Roehl

Please confirm, if I understand your method correctly.

  1. Instead of resolving the ticket, after getting my tasks done, put in
    on stalled and set ‘Due date’ to next month.

Correct.

  1. the cron job will re-open this ticket after a month.

More accurately, it will reopen those tickets with due dates on, or before, ‘today’.

If the ticket is re-open, will it send out notification?

Not by default, I don’t think, but you can create a scrip to fire On Status Change.

Cheers
Toby

LEGAL NOTICE
Unless expressly stated otherwise, information contained in this
message is confidential. If this message is not intended for you,
please inform postmaster@ccdc.cam.ac.uk and delete the message.
The Cambridge Crystallographic Data Centre is a company Limited
by Guarantee and a Registered Charity.
Registered in England No. 2155347 Registered Charity No. 800579
Registered office 12 Union Road, Cambridge CB2 1EZ.

6

Thank you for the advise Toby.

Though I really do not have an idea on how to fire “On Status Change”

I plan to use it on a cron job in Perl as suggested earlier. If there’s a
way to run the “On Status Change” scrip on cron job, that will be good. If
not, I need to check other methods.

#!/usr/bin/perl
my $cmd = '/usr/bin/rt list ';
my $qry = $cmd . qq/"priority = ‘199’ AND due <= ‘today’"/;
my @res = $qry;
for (@res) {
chomp;
my $tic_sub = /bin/echo $_ | /bin/cut -f2 -d":";
my $tic_num = /bin/echo $_ | /bin/cut -f1 -d":";
system (“/usr/bin/rt edit ‘ticket/$tic_num’ set status=open”);
# put here how to fire up on Status Change Scrip
}Date: Mon, 27 Jul 2009 17:30:50 +0100
From: Toby Darling darling@ccdc.cam.ac.uk
Subject: Re: [rt-users] Auto-open Resolved Ticket
To: “rt-users@lists.bestpractical.com”
rt-users@lists.bestpractical.com
Message-ID:
BBE4F13B964A4049BA644235410510BE0804190AE8@mail01.ccdc.cam.ac.uk
Content-Type: text/plain; charset=“us-ascii”
Hi Roehl

Please confirm, if I understand your method correctly.

  1. Instead of resolving the ticket, after getting my tasks done, put in
    on stalled and set ‘Due date’ to next month.
    Correct.
  2. the cron job will re-open this ticket after a month.
    More accurately, it will reopen those tickets with due dates on, or before,
    ‘today’.
    If the ticket is re-open, will it send out notification?
    Not by default, I don’t think, but you can create a scrip to fire On Status
    Change.
    Cheers
    Toby
7

Though I really do not have an idea on how to fire “On Status Change”

From the RT Admin page

Configuration → Global → Scrips → New Scrip

and set the Condition to On Status Change, then pick the Action that’ll notify those who need to know, and a suitable template.

Cheers
Toby

LEGAL NOTICE
Unless expressly stated otherwise, information contained in this
message is confidential. If this message is not intended for you,
please inform postmaster@ccdc.cam.ac.uk and delete the message.
The Cambridge Crystallographic Data Centre is a company Limited
by Guarantee and a Registered Charity.
Registered in England No. 2155347 Registered Charity No. 800579
Registered office 12 Union Road, Cambridge CB2 1EZ.