I’m working with Request Tracker 4.0.7 on Debian Wheezy 7.0.1 and am attempting to configure rt-crontool and UntouchedInHours.pm as presented on the Wiki (http://requesttracker.wikia.com/wiki/UntouchedInHours)
I’m running the following rt-crontool command:
/usr/bin/rt-crontool
–search RT::Search::FromSQL
–search-arg “Queue = ‘1’ AND (Status = ‘new’ OR Status = ‘open’ ) AND Owner != ‘Nobody’”
–condition RT::Condition::UntouchedInHours --condition-arg 4
–action RT::Action::SendEmail
–template “Custom - Untouched Ticket Notification”
–transaction ‘last’
–transaction-type ‘Correspond,Comment,Status’
–verbose echo “”
Which returns the following result:
[Thu Aug 29 17:32:17 2013] [critical]: Failed to load module RT::Condition::UntouchedInHours. () at /usr/bin/rt-crontool line 307. (/usr/share/request-tracker4/lib/RT.pm:351)
Failed to load module RT::Condition::UntouchedInHours. () at /usr/bin/rt-crontool line 307.
I’m taking that to mean that there is a programming pub in UntouchedInHours.pm that is preventing it from being called correctly but for the life of me I can’t seem to find it anywhere. It was copied verbatim from the Wiki:
root@DorJnuASD-RT:~/Bin# cat /usr/share/request-tracker4/lib/RT/Condition/UntouchedInHours.pm
package RT::Condition::UntouchedInHours;
require RT::Condition::Generic;
use RT::Date;
@ISA = qw(RT::Condition::Generic);
use strict;
use vars qw/@ISA/;
sub IsApplicable {
my $self = shift;
if ((time()-$self->TicketObj->LastUpdatedObj->Unix)/3600 >= $self->Argument) {
return 1;
}
else {
return 0;
}
}
The following could be omitted. They’re there to allow overrides from Vendor and Local
but as this isn’t a core module, they’re just there for completeness 
eval “require RT::Condition::UntouchedInHours_Vendor”;
die $@ if ($@ && $@ !~ qr{^Can’t locate RT/Condition/UntouchedInHours_Vendor.pm});
eval “require RT::Condition::UntouchedInHours_Local”;
die $@ if ($@ && $@ !~ qr{^Can’t locate RT/Condition/UntouchedInHours_Local.pm});
1;
The permissions look appropriate as well:
root@DorJnuASD-RT:~/Bin# ls -la /usr/share/request-tracker4/lib/RT/Condition/
total 60
drwxr-xr-x 2 root root 4096 Aug 29 09:24 .
drwxr-xr-x 17 root root 4096 Jun 11 11:27 …
-rw-r–r-- 1 root root 2247 May 22 09:49 AnyTransaction.pm
-rw-r–r-- 1 root root 2742 May 22 09:49 BeforeDue.pm
-rw-r–r-- 1 root root 2677 May 22 09:49 CloseTicket.pm
-rw-r–r-- 1 root root 2475 May 22 09:49 Overdue.pm
-rw-r–r-- 1 root root 2351 May 22 09:49 OwnerChange.pm
-rw-r–r-- 1 root root 2356 May 22 09:49 PriorityChange.pm
-rw-r–r-- 1 root root 2325 May 22 09:49 PriorityExceeds.pm
-rw-r–r-- 1 root root 2306 May 22 09:49 QueueChange.pm
lrwxrwxrwx 1 root root 9 Aug 29 08:37 RCS → /root/RCS
-rw-r–r-- 1 root root 2829 May 22 09:49 ReopenTicket.pm
-rw-r–r-- 1 root root 4593 May 22 09:49 StatusChange.pm
-rw-r–r-- 1 root root 800 Aug 29 09:23 UntouchedInHours.pm
-rw-r–r-- 1 root root 2458 May 22 09:49 UserDefined.pm
Any idea what I’m missing here? Thanks.
Kevin Elliott
Networking Specialist II
Alaska Department of Revenue, ASD-IT
(907) 465-2314