Automaticaly set a reminder of 2, 5h to every new ticket in queue xxx

Hi,

i’ve already read through the wiki and already tried my luck with google but
i couldnt manage to find a solution to my problem.
i’d like to set automatically a reminder to every incoming ticket whichs
gives me mail notification every 2,5 hours until the ticket is done.
(resolved) im using rt 4.0.7 on debian 6.
it’ll also be great if the two admins get the mail notification even if the
incoming ticket is still unowned.
the 2,5 hours should start right when the ticket is created, and if the
first reminder is sent then there should start another countdown to 2,5h
until the ticket is done.
thanks in advance!

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i’ve already read through the wiki and already tried my luck with google but
i couldnt manage to find a solution to my problem.
i’d like to set automatically a reminder to every incoming ticket whichs
gives me mail notification every 2,5 hours until the ticket is done.
(resolved) im using rt 4.0.7 on debian 6.
it’ll also be great if the two admins get the mail notification even if the
incoming ticket is still unowned.
the 2,5 hours should start right when the ticket is created, and if the
first reminder is sent then there should start another countdown to 2,5h
until the ticket is done.

You should be able to do this with rt-crontool and a search for
unresolved tickets untouched in X hours. It’ll be more interesting to
time it off of creation. You can have a look at the rt-crontool docs
here.

http://bestpractical.com/rt/docs/latest/rt-crontool.html

-kevin

hello kevin,

first of all thanks for your information. but unfortunately the
documentation didn’t help me reaching my goal.
maybe i should mention that i’m super new to this. i just dont seem to get
the syntax!
i dont really think my request is that complicated (well fo me it is :D)

i just want to set an automatic reminder directly after the ticket is
created (with incoming mail to queue “xxxx”) WITH e-mail notification to ALL
users, regardless if they own the ticket or dont own them (there are just 2
users) for every new and open ticket (well to all tickets as long as they
are not resolved).
and there should be a notification sent to those users every 2,5h until the
ticket is resolved.

btw, outgoing mail when someone is “stealing” the ticket or status changes
already works. so i guess its not a mail-setting problem… its just a
problem that i’m a pretty useless regarding “programming”.

thanks for your support and your patience with my mickey-mouse request.

View this message in context: http://requesttracker.8502.n7.nabble.com/automaticaly-set-a-reminder-of-2-5h-to-every-new-ticket-in-queue-xxx-tp52830p52855.html

maybe this helps you guys helping me!

My Cronjob:
/ 5 * * * * /usr/bin/rt-crontool%
–search RT::Search::FromSQL
–search-arg ‘Type = “reminder” and (Status = “open” or
Status = “new”)’
–condition RT::Condition::BeforeDue
–condition-arg 71h
–action RT::Action::SendEmail
–action-arg Owner
–transaction first
–template ‘150minremind’/

My Template (with the name “150 min remind”)

/ To: { $Target = $Ticket->RefersTo->First->TargetObj; ($Argument eq
‘TicketOwner’ ? $Target : $Ticket)->OwnerObj->EmailAddress }

Just a friendly heads up. This reminder is for ticket #{$Target->Id}.

{RT->Config->Get(‘WebURL’)}Ticket/Display.html?id={$Target->Id}/

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