Hello list,
My RT users would like to have the following feature :
For example when someone Open a Ticket for a device that seems not to be
working, but the real reason is that the device is beeing repaired, the L1
support team makes that ticket “Stalled”. They would like RT to
automaticaly “re-open” that ticket at a given date/time.
As we don’t use the “due” field (didn’t find how/where to configure it),
we thought we could use it to enter a “wake up” date, and then, with a
cron job, regurally get all stalled ticket, and makes “open” those which
need to.
I have two questions :
- Is it a good way to do this?
- Why, when I open a ticket, the due field is automatically filled?
Thanks for any help,
Best Regards,
Raph.
-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf
Of Raphael Berlamont
Sent: Thursday, December 28, 2006 9:12 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Automatic Wake Up a stalled ticket
Hello list,
My RT users would like to have the following feature :
For example when someone Open a Ticket for a device that
seems not to be
working, but the real reason is that the device is beeing
repaired, the L1
support team makes that ticket “Stalled”. They would like RT to
automaticaly “re-open” that ticket at a given date/time.
As we don’t use the “due” field (didn’t find how/where to
configure it),
we thought we could use it to enter a “wake up” date, and then, with a
cron job, regurally get all stalled ticket, and makes “open”
those which
need to.
I have two questions :
- Is it a good way to do this?
I think so - we do exactly this, except we use ‘starts date’ to set the wake
up date. We wrote a custom action that sets the status back to open for
stalled tickets matching the date spec. The custom action is invoked by
rt-crontool.
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)