Nag function?

RT Users
1

Has someone already put together a nag function, something to send email to
folks reminding them of their open issues?

  • mz

matthew zeier - “In mathematics you don’t understand things. You just
get used to them.” - John von Newmann

2

Ah man, that would be a great add-on. My manager just asked me about that.!!-----Original Message-----
From: matthew zeier [mailto:matthew.zeier@thirdcoast.net]
Sent: Tuesday, August 07, 2001 10:31 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] nag function?

Has someone already put together a nag function, something to send email to
folks reminding them of their open issues?

  • mz

matthew zeier - “In mathematics you don’t understand things. You just
get used to them.” - John von Newmann

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

3

On Tue, 7 Aug 2001 10:45:02 -0700 , Taylor, Bryant said:

Ah man, that would be a great add-on. My manager just asked me about that.!!
-----Original Message-----
From: matthew zeier [mailto:matthew.zeier@thirdcoast.net]
Sent: Tuesday, August 07, 2001 10:31 AM

Has someone already put together a nag function, something to send email to
folks reminding them of their open issues?

If you poke around the online docs a bit at http://www.helgrim.com/rtdocs you
should find a reference to doing precisely this. The short answer is “create a
cron job to run the rt CLI with certain parameters and have the output emailed
to the user in question.”

4

Are you talking about a script you put in the crontab and simply email to to
users with open tickets once a day or a button in the RT interface.

Because tommorow i began writing a script that will be in the crontab and
will email to owner of tickets that are older than 1 day. I’ll finish it
probably tonight when i’ll have some time.
Steve Poirier
Project manager
Inet-Technologies inc.From: “Taylor, Bryant” btaylor@virata.com
To: “‘matthew zeier’” matthew.zeier@thirdcoast.net;
rt-users@lists.fsck.com
Sent: Tuesday, August 07, 2001 1:45 PM
Subject: RE: [rt-users] nag function?

Ah man, that would be a great add-on. My manager just asked me about
that.!!

-----Original Message-----
From: matthew zeier [mailto:matthew.zeier@thirdcoast.net]
Sent: Tuesday, August 07, 2001 10:31 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] nag function?

Has someone already put together a nag function, something to send email
to
folks reminding them of their open issues?

  • mz

–
matthew zeier - “In mathematics you don’t understand things. You just
get used to them.” - John von Newmann

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

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

5

All – here is one I just now updated for RT2 use – works just fine.

Two points:

  • This one is designed to send a message to EVERY support agent (we use
    an alias called alert); the idea behind this is that it’s a scoreboard of
    who has the most tickets (their name appears in subject line) so they end
    up feeling embarrassed (er, I mean motivated) to clean up their stuff.

  • It’s pretty pathetic garbage. If I had to write it today I’d use DBD,
    etc – I did it before then. Don’t feel like redoing it today. While
    this code works, it needs help.

For what it is, though, it works fine – enjoy it!

Dave

#!/usr/bin/perl

use Mysql;

$mailprog = “/usr/sbin/sendmail -o -i -t”;

open(MAIL, “|$mailprog”);
print MAIL qq{To: yourstaff@wherever.com
};

$dbh = Mysql->Connect(‘yourdbserver’, ‘rt2’, ‘rt_user’, ‘yourrtpass’);

List of ALL open tickets

$query_string=“SELECT u.Name name,count(t.id) ct
FROM Tickets t, Queues q, Users u
WHERE t.Queue = q.id
AND t.Owner = u.id
AND t.Status IN (‘new’,‘open’)
GROUP BY u.Name
ORDER BY ct DESC”;

$sth=$dbh->Query($query_string) or warn
“Query had some problem: $Mysql::db_errstr\n$query_string”;
while (($owner, $count)=$sth->FetchRow) {
$allopen{$owner} = $count;
$maxowner = $owner if ($count>$maxcount);
$maxcount = $count if ($count>$maxcount);
$total += $count;
}
$maxowner = “Nobody” if ($maxowner eq “”);

print MAIL “Subject: $total Open Tickets, $maxcount are $maxowner's\n\n”;
print MAIL “$total Open Support Tickets ($maxcount are $maxowner's)\n”;
print MAIL “$total Open Support Tickets:\n”;
foreach (sort {$allopen{$b} <=> $allopen{$a}} keys %allopen) {
$owner = $_ || “none”;
printf MAIL (" %-13s %6d\n", $owner, $allopen{$_});
}

close(MAIL);
exit(0);

David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.netOn Tue, 7 Aug 2001, Steve Poirier wrote:

Are you talking about a script you put in the crontab and simply email to to
users with open tickets once a day or a button in the RT interface.

Because tommorow i began writing a script that will be in the crontab and
will email to owner of tickets that are older than 1 day. I’ll finish it
probably tonight when i’ll have some time.
__
Steve Poirier
Project manager
Inet-Technologies inc.

----- Original Message -----
From: “Taylor, Bryant” btaylor@virata.com
To: “‘matthew zeier’” matthew.zeier@thirdcoast.net;
rt-users@lists.fsck.com
Sent: Tuesday, August 07, 2001 1:45 PM
Subject: RE: [rt-users] nag function?

Ah man, that would be a great add-on. My manager just asked me about
that.!!

-----Original Message-----
From: matthew zeier [mailto:matthew.zeier@thirdcoast.net]
Sent: Tuesday, August 07, 2001 10:31 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] nag function?

Has someone already put together a nag function, something to send email
to
folks reminding them of their open issues?

  • mz

–
matthew zeier - “In mathematics you don’t understand things. You just
get used to them.” - John von Newmann

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

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

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

6

Sure – you’d have to do another loop for that, but it wouldn’t be hard.
A SQL statement like:

SELECT t.id, t.subject FROM Tickets t, Users u
WHERE u.Name = ‘youruser’
AND t.Owner = u.id
AND t.Status IN (‘new’,‘open’)
ORDER BY t.id;

Run that for each user with open tickets and that’ll give you a list of
all their open tickets & subject lines.

Dave

David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.netOn Tue, 7 Aug 2001, Taylor, Bryant wrote:

Hey I like that. Sense I’m not a hugh perl kiddie I need to figure out how
it can get the ticket ID’s and attache them to the username it finds and put
it along side the user.

Thanks for your help!!

-----Original Message-----
From: David C. Troy [mailto:dave@toad.net]
Sent: Tuesday, August 07, 2001 11:19 AM
To: Steve Poirier
Cc: Taylor, Bryant; rt-users@lists.fsck.com
Subject: Re: [rt-users] nag function?

All – here is one I just now updated for RT2 use – works just fine.

Two points:

  • This one is designed to send a message to EVERY support agent (we use
    an alias called alert); the idea behind this is that it’s a scoreboard of
    who has the most tickets (their name appears in subject line) so they end
    up feeling embarrassed (er, I mean motivated) to clean up their stuff.

  • It’s pretty pathetic garbage. If I had to write it today I’d use DBD,
    etc – I did it before then. Don’t feel like redoing it today. While
    this code works, it needs help.

For what it is, though, it works fine – enjoy it!

Dave

–

#!/usr/bin/perl

use Mysql;

$mailprog = “/usr/sbin/sendmail -o -i -t”;

open(MAIL, “|$mailprog”);
print MAIL qq{To: yourstaff@wherever.com
From: RT Ticketmaster <nobody@wherever.com>
};

$dbh = Mysql->Connect(‘yourdbserver’, ‘rt2’, ‘rt_user’, ‘yourrtpass’);

List of ALL open tickets

$query_string=“SELECT u.Name name,count(t.id) ct
FROM Tickets t, Queues q, Users u
WHERE t.Queue = q.id
AND t.Owner = u.id
AND t.Status IN (‘new’,‘open’)
GROUP BY u.Name
ORDER BY ct DESC”;

$sth=$dbh->Query($query_string) or warn
“Query had some problem: $Mysql::db_errstr\n$query_string”;
while (($owner, $count)=$sth->FetchRow) {
$allopen{$owner} = $count;
$maxowner = $owner if ($count>$maxcount);
$maxcount = $count if ($count>$maxcount);
$total += $count;
}
$maxowner = “Nobody” if ($maxowner eq “”);

print MAIL “Subject: $total Open Tickets, $maxcount are
$maxowner's\n\n”;
print MAIL “$total Open Support Tickets ($maxcount are $maxowner's)\n”;
print MAIL “$total Open Support Tickets:\n”;
foreach (sort {$allopen{$b} <=> $allopen{$a}} keys %allopen) {
$owner = $_ || “none”;
printf MAIL (" %-13s %6d\n", $owner, $allopen{$_});
}

close(MAIL);
exit(0);

=====================================================================
David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

On Tue, 7 Aug 2001, Steve Poirier wrote:

Are you talking about a script you put in the crontab and simply email to
to
users with open tickets once a day or a button in the RT interface.

Because tommorow i began writing a script that will be in the crontab and
will email to owner of tickets that are older than 1 day. I’ll finish it
probably tonight when i’ll have some time.
__
Steve Poirier
Project manager
Inet-Technologies inc.

----- Original Message -----
From: “Taylor, Bryant” btaylor@virata.com
To: “‘matthew zeier’” matthew.zeier@thirdcoast.net;
rt-users@lists.fsck.com
Sent: Tuesday, August 07, 2001 1:45 PM
Subject: RE: [rt-users] nag function?

Ah man, that would be a great add-on. My manager just asked me about
that.!!

-----Original Message-----
From: matthew zeier [mailto:matthew.zeier@thirdcoast.net]
Sent: Tuesday, August 07, 2001 10:31 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] nag function?

Has someone already put together a nag function, something to send email
to
folks reminding them of their open issues?

  • mz

–
matthew zeier - “In mathematics you don’t understand things. You just
get used to them.” - John von Newmann

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

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

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