Documentation for rt-crontool

Where would I find the documentation for ‘rt-crontool’. I’ve searched just
about everywhere and even saw it mentioned in my search but little that I
have come up with has been of any value.

More specifically - I would like to increment/escalate my ticket priority.

Dan

Dan Armeneau - Computer Technician
Parkland Regional Library
5404 56 Avenue,
Lacombe, AB T4L 1G1
Phone: 403.782.3850 Fax: 403.782.4650
http://www.prl.ab.ca

I have something like this in my crontab:

(/usr/local/www/data/rt3/bin//rt-crontool --action RT::Action::EscalatePriority --search RT::Search::ActiveTicketsInQueue --search-arg Legal)

I’m pretty sure that doing a search in the archives will find other ideas, that’s where I found this.

It seems that I’m not the only one who has hunted high and low
for doc on rt-crontool. My conclusions from a fairly extensive
search in the archives is that there is very little and it’s
hard to find.

So for the benefit of others, here is a summary of what I found:

rt-crontool allows you to run cron jobs to do such things as
escalating priority of tickets. It allows you to search for
a set of tickets and to take specific action based on a specified
condition.

rt-crontool lives in rt_install_dir/bin.

For usage run: rt-crontool --help
(this may take a while - wait 10 secs for output)

Location of search/condition/action modules:
rt_install_dir/lib/RT/Search, Condition, Action.
Read the modules (or perl docs) to see what each module does.

I found that I needed a little wrapper script to specify
for which queues I wished to escalate priority and then to run
rt-crontool separately for each queue.

Trust this will ease the pain for other novices.

Mike

Thanks to all that responded - I now have my tickets’ priority incrementing
throughout the day by having rt-crontool run every hour through cron.

I would just like to add that the suggestions offered by Mike Husband would
have saved me a ton of time and would be a big help to anybody in a similar
situation.

DanFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Mike
Husband
Sent: January 28, 2004 5:11 PM
To: ‘RT Users’
Subject: RE: [rt-users] Documentation for rt-crontool

It seems that I’m not the only one who has hunted high and low
for doc on rt-crontool. My conclusions from a fairly extensive
search in the archives is that there is very little and it’s
hard to find.

So for the benefit of others, here is a summary of what I found:

rt-crontool allows you to run cron jobs to do such things as
escalating priority of tickets. It allows you to search for
a set of tickets and to take specific action based on a specified
condition.

rt-crontool lives in rt_install_dir/bin.

For usage run: rt-crontool --help
(this may take a while - wait 10 secs for output)

Location of search/condition/action modules:
rt_install_dir/lib/RT/Search, Condition, Action.
Read the modules (or perl docs) to see what each module does.

I found that I needed a little wrapper script to specify
for which queues I wished to escalate priority and then to run
rt-crontool separately for each queue.

Trust this will ease the pain for other novices.

Mike

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Dan
Armeneau
Sent: Thursday, 29 January 2004 7:29 AM
To: RT Users
Subject: [rt-users] Documentation for rt-crontool

Where would I find the documentation for ‘rt-crontool’. I’ve
searched just
about everywhere and even saw it mentioned in my search but
little that I
have come up with has been of any value.

More specifically - I would like to increment/escalate my
ticket priority.

Dan

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

It appears I need to make some adjustments - instead of my ticket’s priority
incrementing from 1 to 10 throughout the day it jumps straight to ‘10’ as
soon as the cron job runs.

If and when I discover the secret I will share it with everybody on the
list.

DanFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Dan
Armeneau
Sent: January 29, 2004 9:22 AM
To: RT Users
Subject: RE: [rt-users] Documentation for rt-crontool

Thanks to all that responded - I now have my tickets’ priority incrementing
throughout the day by having rt-crontool run every hour through cron.

I would just like to add that the suggestions offered by Mike Husband would
have saved me a ton of time and would be a big help to anybody in a similar
situation.

Dan

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Mike
Husband
Sent: January 28, 2004 5:11 PM
To: ‘RT Users’
Subject: RE: [rt-users] Documentation for rt-crontool

It seems that I’m not the only one who has hunted high and low
for doc on rt-crontool. My conclusions from a fairly extensive
search in the archives is that there is very little and it’s
hard to find.

So for the benefit of others, here is a summary of what I found:

rt-crontool allows you to run cron jobs to do such things as
escalating priority of tickets. It allows you to search for
a set of tickets and to take specific action based on a specified
condition.

rt-crontool lives in rt_install_dir/bin.

For usage run: rt-crontool --help
(this may take a while - wait 10 secs for output)

Location of search/condition/action modules:
rt_install_dir/lib/RT/Search, Condition, Action.
Read the modules (or perl docs) to see what each module does.

I found that I needed a little wrapper script to specify
for which queues I wished to escalate priority and then to run
rt-crontool separately for each queue.

Trust this will ease the pain for other novices.

Mike

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Dan
Armeneau
Sent: Thursday, 29 January 2004 7:29 AM
To: RT Users
Subject: [rt-users] Documentation for rt-crontool

Where would I find the documentation for ‘rt-crontool’. I’ve
searched just
about everywhere and even saw it mentioned in my search but
little that I
have come up with has been of any value.

More specifically - I would like to increment/escalate my
ticket priority.

Dan

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

FYI, this is the “correct” (well, defined) result if the ticket’s due
date is in the past…

-KellyFrom: Dan Armeneau [mailto:darmeneau@prl.ab.ca]
Sent: Thursday, January 29, 2004 10:45 AM
To: RT Users
Subject: RE: [rt-users] Documentation for rt-crontool

It appears I need to make some adjustments - instead of my ticket’s
priority
incrementing from 1 to 10 throughout the day it jumps straight to ‘10’
as
soon as the cron job runs.

If and when I discover the secret I will share it with everybody on the
list.

Dan

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Dan
Armeneau
Sent: January 29, 2004 9:22 AM
To: RT Users
Subject: RE: [rt-users] Documentation for rt-crontool

Thanks to all that responded - I now have my tickets’ priority
incrementing
throughout the day by having rt-crontool run every hour through cron.

I would just like to add that the suggestions offered by Mike Husband
would
have saved me a ton of time and would be a big help to anybody in a
similar
situation.

Dan

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Mike
Husband
Sent: January 28, 2004 5:11 PM
To: ‘RT Users’
Subject: RE: [rt-users] Documentation for rt-crontool

It seems that I’m not the only one who has hunted high and low
for doc on rt-crontool. My conclusions from a fairly extensive
search in the archives is that there is very little and it’s
hard to find.

So for the benefit of others, here is a summary of what I found:

rt-crontool allows you to run cron jobs to do such things as
escalating priority of tickets. It allows you to search for
a set of tickets and to take specific action based on a specified
condition.

rt-crontool lives in rt_install_dir/bin.

For usage run: rt-crontool --help
(this may take a while - wait 10 secs for output)

Location of search/condition/action modules:
rt_install_dir/lib/RT/Search, Condition, Action.
Read the modules (or perl docs) to see what each module does.

I found that I needed a little wrapper script to specify
for which queues I wished to escalate priority and then to run
rt-crontool separately for each queue.

Trust this will ease the pain for other novices.

Mike

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Dan
Armeneau
Sent: Thursday, 29 January 2004 7:29 AM
To: RT Users
Subject: [rt-users] Documentation for rt-crontool

Where would I find the documentation for ‘rt-crontool’. I’ve
searched just
about everywhere and even saw it mentioned in my search but
little that I
have come up with has been of any value.

More specifically - I would like to increment/escalate my
ticket priority.

Dan

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

I guess what it is that makes me want to think that the priority would
‘increment’ is that on the www.xxx.yyy/Admin/Queues/Modify.html page it
would seem to suggest that the priority would increment according to the
“Over time, priority moves toward:” field. I suppose because of what that
says I wasn’t expecting such a sudden jump from “Priority starts at: 1” to
“Over time, priority moves toward: 10”.

DanFrom: Kelly F. Hickel [mailto:kfh@mqsoftware.com]
Sent: January 29, 2004 9:49 AM
To: Dan Armeneau; RT Users
Subject: RE: [rt-users] Documentation for rt-crontool

FYI, this is the “correct” (well, defined) result if the ticket’s due
date is in the past…

-Kelly

From: Dan Armeneau [mailto:darmeneau@prl.ab.ca]
Sent: Thursday, January 29, 2004 10:45 AM
To: RT Users
Subject: RE: [rt-users] Documentation for rt-crontool

It appears I need to make some adjustments - instead of my ticket’s
priority
incrementing from 1 to 10 throughout the day it jumps straight to ‘10’
as
soon as the cron job runs.

If and when I discover the secret I will share it with everybody on the
list.

Dan

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Dan
Armeneau
Sent: January 29, 2004 9:22 AM
To: RT Users
Subject: RE: [rt-users] Documentation for rt-crontool

Thanks to all that responded - I now have my tickets’ priority
incrementing
throughout the day by having rt-crontool run every hour through cron.

I would just like to add that the suggestions offered by Mike Husband
would
have saved me a ton of time and would be a big help to anybody in a
similar
situation.

Dan

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Mike
Husband
Sent: January 28, 2004 5:11 PM
To: ‘RT Users’
Subject: RE: [rt-users] Documentation for rt-crontool

It seems that I’m not the only one who has hunted high and low
for doc on rt-crontool. My conclusions from a fairly extensive
search in the archives is that there is very little and it’s
hard to find.

So for the benefit of others, here is a summary of what I found:

rt-crontool allows you to run cron jobs to do such things as
escalating priority of tickets. It allows you to search for
a set of tickets and to take specific action based on a specified
condition.

rt-crontool lives in rt_install_dir/bin.

For usage run: rt-crontool --help
(this may take a while - wait 10 secs for output)

Location of search/condition/action modules:
rt_install_dir/lib/RT/Search, Condition, Action.
Read the modules (or perl docs) to see what each module does.

I found that I needed a little wrapper script to specify
for which queues I wished to escalate priority and then to run
rt-crontool separately for each queue.

Trust this will ease the pain for other novices.

Mike

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Dan
Armeneau
Sent: Thursday, 29 January 2004 7:29 AM
To: RT Users
Subject: [rt-users] Documentation for rt-crontool

Where would I find the documentation for ‘rt-crontool’. I’ve
searched just
about everywhere and even saw it mentioned in my search but
little that I
have come up with has been of any value.

More specifically - I would like to increment/escalate my
ticket priority.

Dan

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

It does that if the due date is in the future. It says (somewhere,
because I read it) that if the due date has passed when crontool is run,
the priority will be maxed out…

-KellyFrom: Dan Armeneau [mailto:darmeneau@prl.ab.ca]
Sent: Thursday, January 29, 2004 12:28 PM
To: RT Users
Subject: RE: [rt-users] Documentation for rt-crontool

I guess what it is that makes me want to think that the priority would
‘increment’ is that on the www.xxx.yyy/Admin/Queues/Modify.html page it
would seem to suggest that the priority would increment according to the
“Over time, priority moves toward:” field. I suppose because of what
that
says I wasn’t expecting such a sudden jump from “Priority starts at: 1”
to
“Over time, priority moves toward: 10”.

Dan

From: Kelly F. Hickel [mailto:kfh@mqsoftware.com]
Sent: January 29, 2004 9:49 AM
To: Dan Armeneau; RT Users
Subject: RE: [rt-users] Documentation for rt-crontool

FYI, this is the “correct” (well, defined) result if the ticket’s due
date is in the past…

-Kelly

From: Dan Armeneau [mailto:darmeneau@prl.ab.ca]
Sent: Thursday, January 29, 2004 10:45 AM
To: RT Users
Subject: RE: [rt-users] Documentation for rt-crontool

It appears I need to make some adjustments - instead of my ticket’s
priority
incrementing from 1 to 10 throughout the day it jumps straight to ‘10’
as
soon as the cron job runs.

If and when I discover the secret I will share it with everybody on the
list.

Dan

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Dan
Armeneau
Sent: January 29, 2004 9:22 AM
To: RT Users
Subject: RE: [rt-users] Documentation for rt-crontool

Thanks to all that responded - I now have my tickets’ priority
incrementing
throughout the day by having rt-crontool run every hour through cron.

I would just like to add that the suggestions offered by Mike Husband
would
have saved me a ton of time and would be a big help to anybody in a
similar
situation.

Dan

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Mike
Husband
Sent: January 28, 2004 5:11 PM
To: ‘RT Users’
Subject: RE: [rt-users] Documentation for rt-crontool

It seems that I’m not the only one who has hunted high and low
for doc on rt-crontool. My conclusions from a fairly extensive
search in the archives is that there is very little and it’s
hard to find.

So for the benefit of others, here is a summary of what I found:

rt-crontool allows you to run cron jobs to do such things as
escalating priority of tickets. It allows you to search for
a set of tickets and to take specific action based on a specified
condition.

rt-crontool lives in rt_install_dir/bin.

For usage run: rt-crontool --help
(this may take a while - wait 10 secs for output)

Location of search/condition/action modules:
rt_install_dir/lib/RT/Search, Condition, Action.
Read the modules (or perl docs) to see what each module does.

I found that I needed a little wrapper script to specify
for which queues I wished to escalate priority and then to run
rt-crontool separately for each queue.

Trust this will ease the pain for other novices.

Mike

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Dan
Armeneau
Sent: Thursday, 29 January 2004 7:29 AM
To: RT Users
Subject: [rt-users] Documentation for rt-crontool

Where would I find the documentation for ‘rt-crontool’. I’ve
searched just
about everywhere and even saw it mentioned in my search but
little that I
have come up with has been of any value.

More specifically - I would like to increment/escalate my
ticket priority.

Dan

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm