E-mail reminders to owners of tickets

Hi all -

Running RT 3.8.8 on Ubuntu 9.10.

We are looking to send daily reminders to owners of tickets. I have found
the rt-remind script (at http://www.cs.kent.ac.uk/people/staff/tdb/rt3/).
Is this my best bet? I’m not concerned with escalating priority of
tickets, so I don’t know if this is the right thing to use or not?

I guess the best case scenario would be if I have 10 tickets that I own,
each night I would get a single e-mail with information regarding all 10 of
my open tickets. If that is not possible, it would be acceptable to get 1
e-mail for every ticket I own – so in this case, I would get 10 individual
e-mails.

I have also found this thread about rt-remind (
http://www.gossamer-threads.com/lists/rt/users/33582?search_string=send%20reminders%20to%20ticket%20owners;#33582)
– but it is from 2004 and not sure if this is still the best option.

I’ve put the script into my cron.daily and it doesn’t seem to do anything.
Is there any configuration that needs to be done?

Am I on the right track with this script? Or is there any easier way?

Thanks!

Max
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu

Hi Max,
I use a daily dashboard subscription that is emailed to me each morning,
apprising me of all open tickets according to the search criteria set in
the dashboard. Works pretty well

hope this helps

SeanOn 6/10/2010 11:48 AM, Max McGrath wrote:

Hi all -

Running RT 3.8.8 on Ubuntu 9.10.

We are looking to send daily reminders to owners of tickets. I have
found the rt-remind script (at
http://www.cs.kent.ac.uk/people/staff/tdb/rt3/). Is this my best bet?
I’m not concerned with escalating priority of tickets, so I don’t know
if this is the right thing to use or not?

I guess the best case scenario would be if I have 10 tickets that I own,
each night I would get a single e-mail with information regarding all 10
of my open tickets. If that is not possible, it would be acceptable to
get 1 e-mail for every ticket I own – so in this case, I would get 10
individual e-mails.

I have also found this thread about rt-remind
(http://www.gossamer-threads.com/lists/rt/users/33582?search_string=send%20reminders%20to%20ticket%20owners;#33582)
– but it is from 2004 and not sure if this is still the best option.

I’ve put the script into my cron.daily and it doesn’t seem to do
anything. Is there any configuration that needs to be done?

Am I on the right track with this script? Or is there any easier way?

Thanks!

Max

Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu mailto:mmcgrath@carthage.edu

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

It looks as though I’ve gotten the rt-remind script to work. In case other
people come across this, this is what I’ve done.

First, I put the script in /rthomedirectroy/lib/RT/ (for me this was
/opt/rt3/lib/RT/).

I also ran it with the -A option (i.e., ./opt/rt3/lib/RT/rt-remind -A).

Now, I’m not sure both of those are necessary, but upon doing both of those,
it worked! Users now get one e-mail per queue in which they own tickets!

Max
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.eduOn Thu, Jun 10, 2010 at 2:09 PM, spark@cclsd.org spark@cclsd.org wrote:

Hi Max,
I use a daily dashboard subscription that is emailed to me each morning,
apprising me of all open tickets according to the search criteria set in the
dashboard. Works pretty well

hope this helps

Sean

On 6/10/2010 11:48 AM, Max McGrath wrote:

Hi all -

Running RT 3.8.8 on Ubuntu 9.10.

We are looking to send daily reminders to owners of tickets. I have
found the rt-remind script (at
http://www.cs.kent.ac.uk/people/staff/tdb/rt3/). Is this my best bet?
I’m not concerned with escalating priority of tickets, so I don’t know
if this is the right thing to use or not?

I guess the best case scenario would be if I have 10 tickets that I own,
each night I would get a single e-mail with information regarding all 10
of my open tickets. If that is not possible, it would be acceptable to
get 1 e-mail for every ticket I own – so in this case, I would get 10
individual e-mails.

I have also found this thread about rt-remind
(
http://www.gossamer-threads.com/lists/rt/users/33582?search_string=send%20reminders%20to%20ticket%20owners;#33582
)
– but it is from 2004 and not sure if this is still the best option.

I’ve put the script into my cron.daily and it doesn’t seem to do
anything. Is there any configuration that needs to be done?

Am I on the right track with this script? Or is there any easier way?

Thanks!

Max

Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu mailto:mmcgrath@carthage.edu

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Hi Max,
I use a daily dashboard subscription that is emailed to me each morning,
apprising me of all open tickets according to the search criteria set in the
dashboard. Works pretty well

I setup the same thing and I do not receive email. I am using RT 3.8.2. My email
works fine. I do not see any log in rt.log

Set($LogToFileNamed , “rt.log”); #log to rt.log

any idea how to debug this issue?

hope this helps

Sean

Hi all -

Running RT 3.8.8 on Ubuntu 9.10.

We are looking to send daily reminders to owners of tickets. I have
found the rt-remind script (at
http://www.cs.kent.ac.uk/people/staff/tdb/rt3/). Is this my best bet?
I’m not concerned with escalating priority of tickets, so I don’t know
if this is the right thing to use or not?

I guess the best case scenario would be if I have 10 tickets that I own,
each night I would get a single e-mail with information regarding all 10
of my open tickets. If that is not possible, it would be acceptable to
get 1 e-mail for every ticket I own – so in this case, I would get 10
individual e-mails.

I have also found this thread about rt-remind

(http://www.gossamer-threads.com/lists/rt/users/33582?search_string=send%20reminders%20to%20ticket%20owners;#33582)
– but it is from 2004 and not sure if this is still the best option.

I’ve put the script into my cron.daily and it doesn’t seem to do
anything. Is there any configuration that needs to be done?

Am I on the right track with this script? Or is there any easier way?

Thanks!

Max

Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu mailto:mmcgrath@carthage.edu

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

Hi Max,
I use a daily dashboard subscription that is emailed to me each morning,
apprising me of all open tickets according to the search criteria set in the
dashboard. Works pretty well

I setup the same thing and I do not receive email. I am using RT 3.8.2. My email
works fine. I do not see any log in rt.log

Set($LogToFileNamed , “rt.log”); #log to rt.log

any idea how to debug this issue?

Did you set up the cron job specified in README which takes care of
sending dashboards?

-kevin

Hi Max,
I use a daily dashboard subscription that is emailed to me each morning,
apprising me of all open tickets according to the search criteria set in the
dashboard. Works pretty well

I setup the same thing and I do not receive email. I am using RT 3.8.2. My email
works fine. I do not see any log in rt.log

Set($LogToFileNamed , “rt.log”); #log to rt.log

any idea how to debug this issue?

Did you set up the cron job specified in README which takes care of
sending dashboards?

doh! no i did not. let me set that up real quick. thanks for the pointer.

-kevin

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?