Notify about tickets that are Due in 48 hours

RT Users
1

Hi All,

I am trying to find out all tickets that are due in 48 hours and notify
through email.

I am using this in cronjob which runs hourly.

rt-crontool --search RT::Search::FromSQL --search-arg “( Status !=
‘resolved’ AND Status != ‘rejected’ ) AND ( Due > ‘+48 hours’ AND Due <
‘+49 hours’)” --action RT::Action::NotifyGroup --action-arg ’
asif@example.net’ --transaction last --transaction-type comment

Does this look kosher. I cannot tell if my Due settings is correct.

I have read these two articles and still not sure if I am doing it right.

http://bestpractical.com/docs/rt/latest/automating_rt
http://requesttracker.wikia.com/wiki/TimedNotifications

Do I have to use template?

Thanks

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?

2

Hi All,

I am trying to find out all tickets that are due in 48 hours and notify
through email.

I am using this in cronjob which runs hourly.

rt-crontool --search RT::Search::FromSQL --search-arg “( Status !=
‘resolved’ AND Status != ‘rejected’ ) AND ( Due > ‘+48 hours’ AND Due <
‘+49 hours’)” --action RT::Action::NotifyGroup --action-arg ’
asif@example.net’ --transaction last --transaction-type comment

Does this look kosher. I cannot tell if my Due settings is correct.

I have read these two articles and still not sure if I am doing it right.

http://bestpractical.com/docs/rt/latest/automating_rt
http://requesttracker.wikia.com/wiki/TimedNotifications

Do I have to use template?

Thanks

I am using rt 4.0.17 and perl/5.14.2

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?

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?

3

Hi!

Thats not a big thing, if you read and follow the instructions at

http://requesttracker.wikia.com/wiki/Reminders

This is working for me like a charm!

Greetings,

Markus

4

Hi!

Thats not a big thing, if you read and follow the instructions at

http://requesttracker.wikia.com/wiki/Reminders
http://requesttracker.wikia.com/wiki/Reminders

This is working for me like a charm!

I do not RT::Condition::BeforeDue available for 4.0.17, which is the
version I am running.

https://www.bestpractical.com/docs/rt/4.0.17/RT/Condition/BeforeDue.html
shows not found.

Greetings,

Markus

RT Training - Boston, September 9-10
http://bestpractical.com/training

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?

5

I would change the “>” to “>=” so that no time period is skipped.

I believe the email content comes from a template, so a template is
required.On 13/09/2014 1:36 am, “Asif Iqbal” vadud3@gmail.com wrote:

Hi All,

I am trying to find out all tickets that are due in 48 hours and notify
through email.

I am using this in cronjob which runs hourly.

rt-crontool --search RT::Search::FromSQL --search-arg “( Status !=
‘resolved’ AND Status != ‘rejected’ ) AND ( Due > ‘+48 hours’ AND Due <
‘+49 hours’)” --action RT::Action::NotifyGroup --action-arg ’
asif@example.net’ --transaction last --transaction-type comment

Does this look kosher. I cannot tell if my Due settings is correct.

I have read these two articles and still not sure if I am doing it right.

http://bestpractical.com/docs/rt/latest/automating_rt
http://requesttracker.wikia.com/wiki/TimedNotifications

Do I have to use template?

Thanks

–
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?

–
RT Training - Boston, September 9-10
http://bestpractical.com/training

6

Hi!

Thats not a big thing, if you read and follow the instructions at

http://requesttracker.wikia.com/wiki/Reminders
http://requesttracker.wikia.com/wiki/Reminders

This is working for me like a charm!

I do not RT::Condition::BeforeDue available for 4.0.17, which is the
version I am running.

https://www.bestpractical.com/docs/rt/4.0.17/RT/Condition/BeforeDue.html
shows not found.

Actually RT::Condition::BeforeDue worked perfect.

I am using it like this

/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg ‘(
Status != “resolved” AND Status != “rejected” AND Queue = “IPHandover” )’
–condition RT::Condition::BeforeDue --condition-arg 48h --action
RT::Action::NotifyGroup --action-arg ‘asif@example.net’ --transaction last
–template ‘Due Soon’

I am using a global template ‘Due Soon’

The ticket {$Ticket->id} is Due in 48 hours. Get busy.

Does the RT::Action::NotifyGroup take User Defined Group as action
argument? I do not want to use action arg Owner, since it will not alert
about
unowned tickets.

Thanks

Greetings,

Markus

RT Training - Boston, September 9-10
http://bestpractical.com/training

–
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?

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?

7

Hi!

Thats not a big thing, if you read and follow the instructions at

http://requesttracker.wikia.com/wiki/Reminders
http://requesttracker.wikia.com/wiki/Reminders

This is working for me like a charm!

I do not RT::Condition::BeforeDue available for 4.0.17, which is the
version I am running.

https://www.bestpractical.com/docs/rt/4.0.17/RT/Condition/BeforeDue.html
shows not found.

Actually RT::Condition::BeforeDue worked perfect.

I am using it like this

/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg ‘(
Status != “resolved” AND Status != “rejected” AND Queue = “IPHandover” )’
–condition RT::Condition::BeforeDue --condition-arg 48h --action
RT::Action::NotifyGroup --action-arg ‘asif@example.net’ --transaction
last --template ‘Due Soon’

any idea why I am getting email every hour? I was hoping only get alerted
when it matches 48h and not next hour since it would be due in 47h then.

posted on #rt as well.

I am using a global template ‘Due Soon’

Subject: {$Ticket->id} Ticket Due in 48 hours!

The ticket {$Ticket->id} is Due in 48 hours. Get busy.

Does the RT::Action::NotifyGroup take User Defined Group as action
argument? I do not want to use action arg Owner, since it will not alert
about
unowned tickets.

Thanks

Greetings,

Markus

RT Training - Boston, September 9-10
http://bestpractical.com/training

–
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?

–
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?

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?