Delayed scrip

Hey all,

Is anyone aware (nothing on wiki or archives that I could see) of an
easy/elegant way to purposefully delay the delivery of OnCreate messages?
We’re using RT to accept new clients, but then are syncing the data with our
call center on a nightly basis, so we want to wait until that happens
before notifying the user…

Thanks!

Cambridge Energy Alliance: Save money & the planet

Hi Jerrad,

Easy: Sort of
Elegant: Nope

One way to do this is to create a custom field (or use an unused field) for
the queue. Your on-create scrip puts some “Needs to be acknowledged” value
into the field. You create a blank template in your queue named AutoReply
so no on-create mail gets sent for this queue. Then you use a cron script
to harvest the tickets that have the “Needs to be acknowledged” value set
in the custom field, send the e-mails, and then delete the custom field
value so you don’t send a dupe the next night.

Should work and shouldn’t be too tricky to set up. Not pretty, though, and
definitely not elegant.

Regards,
Gene

At 11:54 AM 8/29/2008, Jerrad Pierce wrote:

Hey all,

Is anyone aware (nothing on wiki or archives that I could see) of an
easy/elegant way to purposefully delay the delivery of OnCreate messages?
We’re using RT to accept new clients, but then are syncing the data with
our call center on a nightly basis, so we want to wait until that happens
before notifying the user…

Thanks!

Gene LeDuc, GSEC
Security Analyst
San Diego State University

Hey all,

Is anyone aware (nothing on wiki or archives that I could see) of an
easy/elegant way to purposefully delay the delivery of OnCreate
messages?
We’re using RT to accept new clients, but then are syncing the data
with our call center on a nightly basis, so we want to wait until
that happens
before notifying the user…

We have a design for how to do this in a general way, but it’s
something we’ve estimated at 3-4 weeks of developer effort. I’m
hoping you’ll see it for RT4, though absent a customer holding a
bunch of money and breathing down our necks, it’s not something we’ve
committed to yet.

-j

Hey all,

Is anyone aware (nothing on wiki or archives that I could see) of an
easy/elegant way to purposefully delay the delivery of OnCreate messages?
We’re using RT to accept new clients, but then are syncing the data with
our call center on a nightly basis, so we want to wait until that happens
before notifying the user…

On create you could also generate a Reminder for the ticket which is set
to notify the owner in 24 hours.

Perhaps, but my users are far too disinclined to act for that to work.

If there weren’t major privacy implications, this would do:
http://www.hitmelater.com/
I’ve done some searching for MTA level solutions to replicate this, where
one might
munge the recipient to by delay+luser=domain@example.com, without any luck.
Cambridge Energy Alliance: Save money & the planet

Jerrad Pierce wrote:> On Sun, Aug 31, 2008 at 21:36, <gordon@cryologic.com mailto:gordon@cryologic.com> wrote:

On create you could also generate a Reminder for the ticket which is set
to notify the owner in 24 hours.

Perhaps, but my users are far too disinclined to act for that to work.

I don’t quite understand: the email message you are sent by a reminder
can be exactly the same as the email message you would receive on Ticket
creation.

Gordon