Possible to stop rt-crontool from logging to ticket?

RT Users
1

I have setup some cronjobs to use rt-crontool to email reminders to a
group email address about open tickets. This works great, but every
time it sends an email, it logs it in the ticket history. This makes
the ticket history quite messy. Is there any way to tell rt-crontool
not to log to the ticket history, or possibly specify something in the
template I’m using?

Here’s an example of one of the cronjobs I’m using:

0 3 * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL
–search-arg “Owner = ‘nobody’ AND Created < ‘2 days ago’ AND Created >
‘3 days ago’ AND Status != ‘resolved’ AND Status != ‘rejected’ AND
Status != ‘deleted’” --action RT::Action::RecordComment --template
‘Unowned tickets2’

Also, where can I get a list of supported actions for rt-crontool? I
couldn’t find any documentation for that.

Thanks

John Alberts

Hosted Services Systems Administrator

Ex Libris (USA) Inc.
1350 E. Touhy Ave. Suite 200 East
Des Plaines, IL 60018

Follow Ex Libris on Twitter: @exlibrisgroup
http://twitter.com/ExLibrisGroup

2

I have setup some cronjobs to use rt-crontool to email reminders to a
group email address about open tickets. This works great, but every
time it sends an email, it logs it in the ticket history. This makes
the ticket history quite messy. Is there any way to tell rt-crontool
not to log to the ticket history, or possibly specify something in the
template I’m using?

Here’s an example of one of the cronjobs I’m using:

0 3 * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL
–search-arg “Owner = ‘nobody’ AND Created < ‘2 days ago’ AND Created >
‘3 days ago’ AND Status != ‘resolved’ AND Status != ‘rejected’ AND
Status != ‘deleted’” --action RT::Action::RecordComment --template
‘Unowned tickets2’

Also, where can I get a list of supported actions for rt-crontool? I
couldn’t find any documentation for that.

Thanks

John Alberts

Hosted Services Systems Administrator

Ex Libris (USA) Inc.
1350 E. Touhy Ave. Suite 200 East
Des Plaines, IL 60018

Hi John,

The --action you are using stores the information in the History.
Have you considered making the appropriate dashboard and then using
the Email Dashboards function to send the appropriate reminders.
This should avoid having to add to the History. Alternatively, you
could send the mail from outside of RT and just use the RT CLI to
gather the information for your mail message.

Cheers,
Ken

3

I haven’t looked at dashboard much, but at first glance, it looks like the dashboard is tied to a specific user. I wanted to setup something that wasn’t dependent on a specific user account as the email I am sending the reminders out to is an email group.

I like your idea of using the RT CLI. I didn’t even think of using that. Thank you.

John Alberts
Hosted Services Systems Administrator
Ex Libris (USA) Inc.
1350 E. Touhy Ave. Suite 200 East
Des Plaines, IL 60018

Follow Ex Libris on Twitter: @exlibrisgroup-----Original Message-----
From: Kenneth Marshall [mailto:ktm@rice.edu]
Sent: Friday, February 04, 2011 11:08 AM
To: John Alberts
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Possible to stop rt-crontool from logging to ticket?

On Fri, Feb 04, 2011 at 10:31:05AM -0600, John Alberts wrote:

I have setup some cronjobs to use rt-crontool to email reminders to a
group email address about open tickets. This works great, but every
time it sends an email, it logs it in the ticket history. This makes
the ticket history quite messy. Is there any way to tell rt-crontool
not to log to the ticket history, or possibly specify something in the
template I’m using?

Here’s an example of one of the cronjobs I’m using:

0 3 * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL
–search-arg “Owner = ‘nobody’ AND Created < ‘2 days ago’ AND Created >
‘3 days ago’ AND Status != ‘resolved’ AND Status != ‘rejected’ AND
Status != ‘deleted’” --action RT::Action::RecordComment --template
‘Unowned tickets2’

Also, where can I get a list of supported actions for rt-crontool? I
couldn’t find any documentation for that.

Thanks

John Alberts

Hosted Services Systems Administrator

Ex Libris (USA) Inc.
1350 E. Touhy Ave. Suite 200 East
Des Plaines, IL 60018

Hi John,

The --action you are using stores the information in the History.
Have you considered making the appropriate dashboard and then using
the Email Dashboards function to send the appropriate reminders.
This should avoid having to add to the History. Alternatively, you
could send the mail from outside of RT and just use the RT CLI to
gather the information for your mail message.

Cheers,
Ken

4

I haven’t looked at dashboard much, but at first glance, it looks
like the dashboard is tied to a specific user. I wanted to setup
something that wasn’t dependent on a specific user account as the
email I am sending the reminders out to is an email group.

You could subscribe the dashboard to your email group, you can type in
email addresses other than your own on the subscription page

You could also use RT::Action::Notify instead of
RT::Action::RecordComment, which would still record the outgoing email
but skip leaving a Comment.

-kevin