Open stalled ticket (timed)

RT Users
1

I came up with an idea for a useful (at least to me) feature for RT:

Possibility of stalling ticket with a opening date.

E.g.

Requestor wants thing X to be done two weeks from today (and not
earlier).
Owner stalls the ticket for those two weeks. After that time RT reopens
the ticket.

This would keeps these tickets from being either confusing (open tickets
that just keep staying unresolved) or in danger of being forgotten
(stalled tickets).

Does the feature exist already? If not, does anybody have any ideas how
I could go about implementing it?

Lynoure Rajamäki
lynoure@otaverkko.fi

2

Requestor wants thing X to be done two weeks from today (and not
earlier). Owner stalls the ticket for those two weeks. After that
time RT reopens the ticket.

Couldn’t you do this with an at job that calls ‘rt --id 123 --status=open’ ?

Or make it a cron job that reopens the ticket every Tuesday at noon. :slight_smile:

(darren)

Money is better than poverty, if only for financial reasons.
– Woody Allen

3

Possibility of stalling ticket with a opening date.

I’ve used date due for this in RT1 (I did not have another
use for it). Basic SQL sets status to open if the ticket is
stalled with a due date in the past. Then I modified RT1 so that
clicking on “stall” calls up the same page as setting date due.

I’d have thought this was immediate in RT2?

I’m installing a new version of RT next week for testing, should
I got with RT2 or the future RT3 ?

#include <std_disclaim.h> Lorens Kockum

4

“dc” == darren chamberlain darren@boston.com writes:

dc> Couldn’t you do this with an at job that calls ‘rt --id 123 --status=open’

Ya know, after using RT for a mere 18 months, this trick just never
occurred to me… Thanks!

5

Hi,

-----Original Message-----
From: Lynoure Rajamäki [mailto:lynoure@otaverkko.fi]
Posted At: Friday, December 20, 2002 2:51 PM

Requestor wants thing X to be done two weeks from today (and
not earlier). Owner stalls the ticket for those two weeks.
After that time RT reopens the ticket.

This would keeps these tickets from being either confusing
(open tickets that just keep staying unresolved) or in danger
of being forgotten (stalled tickets).

Does the feature exist already? If not, does anybody have any
ideas how I could go about implementing it?

we just use another box on the startpage for Tickets, that are stalled, but have reached their “Starts” Date. Copy MyTickets and change the INIT part to somesthing like this:

my $MyTickets;
$MyTickets = new RT::Tickets ($session{‘CurrentUser’});
$MyTickets->LimitOwner(VALUE => $session{‘CurrentUser’}->Id);
$MyTickets->LimitStatus(VALUE => “open”);
$MyTickets->LimitStatus(VALUE => “new”);
$MyTickets->LimitStatus(VALUE => “stalled”);

my $StartDate = new RT::Date ($session{‘CurrentUser’});
my $EndDate = new RT::Date ($session{‘CurrentUser’});
$StartDate->SetToNow();
$EndDate->SetToNow();
$StartDate->AddDays(-100);
my $Add = $session{‘CurrentUser’}->UserObj->RemindStarts*3600;
$EndDate->AddSeconds(+$Add);

$MyTickets->LimitDate(FIELD => ‘Starts’, OPERATOR => ‘<’, VALUE => $EndDate->ISO);
$MyTickets->LimitDate(FIELD => ‘Starts’, OPERATOR => ‘>’, VALUE => $StartDate->ISO);

$MyTickets->OrderBy(FIELD => ‘Priority’, ORDER => ‘ASC’);
$MyTickets->RowsPerPage(50);

6

Couldn’t you do this with an at job that calls ‘rt --id 123 --status=open’ ?

Or make it a cron job that reopens the ticket every Tuesday at noon. :slight_smile:

That works for truly repetive tickets, but for others it would mean
manually adding a cron job for each such ticket. That’s exactly the work
I want to avoid.

Lynoure Rajamäki
lynoure@otaverkko.fi

7

my $Add = $session{‘CurrentUser’}->UserObj->RemindStarts*3600;

RemindStarts doesn’t seem to be implemented in RT::User. If you
implemented it yourself, could you send that code too?

Lynoure Rajamäki
lynoure@otaverkko.fi

8

Hi,

Conversation: [rt-users] Open stalled ticket (timed)
Subject: RE: [rt-users] Open stalled ticket (timed)

my $Add = $session{‘CurrentUser’}->UserObj->RemindStarts*3600;

RemindStarts doesn’t seem to be implemented in RT::User. If
you implemented it yourself, could you send that code too?

Oh, that is a database field, where a user can set the time, he wants to
be notified before the starts date. Just set it to 0 (zero)

my $Add = 0;

BTW. There is a typo in RT::Tickets, that makes the code i posted
useless. There was a posting a few days ago. Here is the patch from this
posting:

*** Tickets.pm.orig Tue Aug 27 15:30:16 2002
— Tickets.pm Tue Aug 27 14:52:42 2002
*** 53,59 ****
HasDepender => ‘LINK’,
RelatedTo => ‘LINK’,
Told => ‘DATE’,
! StartsBy => ‘DATE’,
Started => ‘DATE’,
Due => ‘DATE’,
Resolved => ‘DATE’,
— 53,59 ----
HasDepender => ‘LINK’,
RelatedTo => ‘LINK’,
Told => ‘DATE’,
! Starts => ‘DATE’,
Started => ‘DATE’,
Due => ‘DATE’,
Resolved => ‘DATE’,
*** 110,115 ****
— 110,116 ----
OPERATOR => ‘=’,
VALUE => undef,
DESCRIPTION => undef,

  •    QUOTEVALUE => 1,
   @_
     );
    $args{‘DESCRIPTION’} = "Autodescribed: ".$args{‘FIELD’} .
    $args{‘OPERATOR’} . $args{‘VALUE’},
    *** 1171,1176 ****
    — 1172,1178 ----
    ENTRYAGGREGATOR => ‘AND’,
    OPERATOR => $restriction->{‘OPERATOR’},
    VALUE => $restriction->{‘VALUE’},
  •   		 QUOTEVALUE =>

$restriction->{‘QUOTEVALUE’},
);
}
# }}}