Move ticket queue on date expiry

Hallo

Wonder if anyone can point me in the right direction. I’m using RT 3.8.6. I’d like to move tickets to a new queue if the ‘updated’ date is older than 3 days.
The intention is to stop tickets getting lost & languishing untouched.

Can RT do this?

Cheers,

Gareth

Hallo

Wonder if anyone can point me in the right direction. I’m using RT 3.8.6. I’d like to move tickets to a new queue if the ‘updated’ date is older than 3 days.
The intention is to stop tickets getting lost & languishing untouched.

Can RT do this?

Cheers,

Gareth

Hi Gareth,

You should be able to use the rt-crontool command to do this
via a cronjob on your system. Generally, if the due date for
a ticket is set correctly, the ticket will show up closer to
the top in the “10 highest priority tickets I own” window of
the dashboard.

Another way would be to simply add another window to your
dashboard, using a saved search, the display your tickets
that have not been updated in 3 days. That would be my
preferred solution, if the normal ticket order change as
the due date approaches will not work.

Regards,
Ken

That sounds great. Currently, I can build a search that says:
Status != ‘resolved’ AND LastUpdated < ‘2010-09-02’

What’s the correct syntax for something like:

Status != ‘resolved’ AND LastUpdated < (TODAY-3)-----Original Message-----
From: Kenneth Marshall [mailto:ktm@rice.edu]
Sent: Thursday, September 02, 2010 10:47 AM
To: Gareth Tupper
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Move ticket queue on date expiry

On Thu, Sep 02, 2010 at 08:03:08AM -0700, Gareth Tupper wrote:

Hallo

Wonder if anyone can point me in the right direction. I’m using RT 3.8.6. I’d like to move tickets to a new queue if the ‘updated’ date is older than 3 days.
The intention is to stop tickets getting lost & languishing untouched.

Can RT do this?

Cheers,

Gareth

Hi Gareth,

You should be able to use the rt-crontool command to do this
via a cronjob on your system. Generally, if the due date for
a ticket is set correctly, the ticket will show up closer to
the top in the “10 highest priority tickets I own” window of
the dashboard.

Another way would be to simply add another window to your
dashboard, using a saved search, the display your tickets
that have not been updated in 3 days. That would be my
preferred solution, if the normal ticket order change as
the due date approaches will not work.

Regards,
Ken

That sounds great. Currently, I can build a search that says:
Status != ‘resolved’ AND LastUpdated < ‘2010-09-02’

What’s the correct syntax for something like:

Status != ‘resolved’ AND LastUpdated < (TODAY-3)

RT uses Perl’s Time::ParseDate module for parsing dates, so anything accepted by Time::ParseDate will do…

This:
LastUpdated < '3 days ago’
would be my preference, but:
LastUpdated < '- 3 days’
will also work.

Regards,
Tom

That works a treat - thank you!-----Original Message-----
From: Tom Lanyon [mailto:tom@netspot.com.au]
Sent: Thursday, September 02, 2010 2:43 PM
To: Gareth Tupper
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Move ticket queue on date expiry

On 03/09/2010, at 5:59 AM, Gareth Tupper wrote:

That sounds great. Currently, I can build a search that says:
Status != ‘resolved’ AND LastUpdated < ‘2010-09-02’

What’s the correct syntax for something like:

Status != ‘resolved’ AND LastUpdated < (TODAY-3)

RT uses Perl’s Time::ParseDate module for parsing dates, so anything accepted by Time::ParseDate will do…

This:
LastUpdated < '3 days ago’
would be my preference, but:
LastUpdated < '- 3 days’
will also work.

Regards,
Tom