Need help with handling stalled tickets

Hello everybody

I really don’t know if this is the right place to ask such a question,
but as I don’t have any other idea to where I could get help I’ll give
it a try.

I’m a trainee and my boss gave me the task to find a better way to
handle stalled tickets.

As I don’t have any manual for RT (I couldn’t find anything on the
bestpractical homepage), I started googeling… I didn’t find much… but
at least I found the RT-Maillinglist :wink:

You have no idea how glad I am, that I have found this! (My Boss is
quite strict and he always grants very little time to solve a task)

What we exactly need is a way to handle stalled or very old unresolved
Tickets. Is it somehow possible to send a reminder E-Mail to the Ticket
owner after a while if a ticket has been stalled or hasn’t been altert
for a certain time? Probably it would also be a good thing if a stalled
ticket would be automaticaly reopend or get a higher priority or something.

What’s important: we’re only using RT 2 (not 3) and no-one ever uses
Starting or Due Dates… so I have to find a way using the
creation-date or the date of the status-change (in case of stalled
tickets) as a time reference.

I personally think the only way to solve our problem would be a script
or a plug-in or something like that. Are there any websites that provide
plug-ins for RT2? Or is there a way I could write a plug-in myself?
Would this be complicated, and what would I need to do it. (At the
moment I just have normal user rights for our RT… but my boss told me,
he would give me full system-access when I can present a solution)

I’d really apprichiate your help (ideas or hints or anything at all)

All the best and thanks in advance!

Sarah

Hello Sarah,

Hello everybody

[… snip …]

As I don’t have any manual for RT (I couldn’t find anything on the
bestpractical homepage), I started googeling… I didn’t find much… but
at least I found the RT-Maillinglist :wink:

Docs for RT2 : http://fsck.com/rtfm/

[… snip …]

What we exactly need is a way to handle stalled or very old unresolved
Tickets. Is it somehow possible to send a reminder E-Mail to the Ticket
owner after a while if a ticket has been stalled or hasn’t been altert
for a certain time? Probably it would also be a good thing if a stalled
ticket would be automaticaly reopend or get a higher priority or something.

What’s important: we’re only using RT 2 (not 3) and no-one ever uses
Starting or Due Dates… so I have to find a way using the
creation-date or the date of the status-change (in case of stalled
tickets) as a time reference.

I think what you are looking for is a package called rt-remind and
rt-escalate (http://www.cs.kent.ac.uk/people/staff/tdb/rt3/) They’re
for RT3 but it should be easy to hack them to do what you want with RT2.

These scripts are based on the priority value, which I assume RT2 has -
I’ve never used it!

[… snip …]

Hope this helps,

  • Ken.

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