Problem with extension RepeatTicket

Hi,

i want to use the RepeatTicket extension for tickets that have to be done
daily,weekly and monthly.
my problem is when i set a ticket to spawn i.e. every week, the ticket
spawns every day instead. sometimes also the monthly tickets come up every
day.
I’m sure that the recurrence date is set correctly.

my cronjob looks like this:

0 3 * * *
/opt/rt4/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket

any ideas ?

thanks,
David

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Hi,

i want to use the RepeatTicket extension for tickets that have to be done
daily,weekly and monthly.
my problem is when i set a ticket to spawn i.e. every week, the ticket
spawns every day instead. sometimes also the monthly tickets come up every
day.
I’m sure that the recurrence date is set correctly.

my cronjob looks like this:

0 3 * * *
/opt/rt4/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket

any ideas ?

I’ve never ysed RepeatTicket, where are the configs stored? And what
do your configs look like?

-m

as far as i know is there no config file for RepeatTicket.
there is only this part in RT_SiteConfig.pm

Plugin(‘RT::Extension::RepeatTicket’);

and optional (i dont use this):
Set( $RepeatTicketCoexistentNumber, 1 );
Set( $RepeatTicketLeadTime, 14 );
Set( $RepeatTicketSubjectFormat, ‘Subject’ );

View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-extension-RepeatTicket-tp60471p60475.html

I just set up the RepeatTicket extension last week - for the first time. I’ve
been doing some testing and it seems to all be working. Here is how I
installed it (for reference).

  1. Install the extension manually (allowing CPAN to update dependencies
    following the “make” command).
    • 1.1 Ensure to run “make initdb” after successful installation.
  2. Add the extension to the plugins at the beginning of RT_SiteConfig.pm -
    (Use “Set(@Plugins, qw(RT::Extension::RepeatTicket));” for RT4.0 and up).
    • 2.1 If there is more than one extension add it like this -
      “Set(@Plugins, qw(
      RT::Extension::LDAPImport
      RT::Extension::RepeatTicket
      ));”
  3. Configure RepeatTicket defaults in RT_SiteConfig.pm. Add these lines:
    • “Set($RepeatTicketCoexistentNumber, 1);”
    • “Set($RepeatTicketLeadTime, 7);”
    • “Set($RepeatTicketSubjectFormat, ‘Due Subject’);”
  4. Find the file “rt-repeat-ticket”. It is in the folder “/bin” of the
    RT-RepeatTicket installation. For me that was
    "usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin".
  5. Create a cronjob - as root user - by typing “crontab -e”. Mine looks like
    this: “0 08 * * *
    /usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket”.
    (This will run at 8:00am every morning).
  6. Clear RT’s mason cache and reboot apache.

You should now be able to configure the rest of the settings from the
"Recurrence" tab on a ticket. I have a ticket set to only repeat on Friday
of each week and it just fired as expected this morning - no extra instances
for the previous days of the week.

Hope this helps…

  • Max

View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-extension-RepeatTicket-tp60471p60478.html

i changed my RT_SiteConfig to your recommendations yesterday. but today there
are still wrong tickets appearing anyway, thanks for your help

i.e. this ticket spawned today, it should only appear on mondays:

http://requesttracker.8502.n7.nabble.com/file/n60493/2222.jpg

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are there any other informations which i could share with you that might help
for solving the issue ?

Regards,

Dave

View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-extension-RepeatTicket-tp60471p60502.html

Excuse the delay in my response - I was not at work on Friday.

After reading your comments I re-examined my settings for RepeatTicket and
it turns out I was incorrect about my cronjob - Repeated tickets were not
being created how I expected.

I have now made four separate cronjobs as a temporary work-around until I
find out why the Ticket Recurrence settings are not working as expected.

Here they are:

  1. “30 08 * * *
    /usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket
    –type daily” - Fires at 8:30am daily.
  2. “30 08 * * 1
    /usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket
    –type weekly” - Fires at 8:30am on Monday of every week.
  3. “30 08 1 * *
    /usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket
    –type monthly” - Fires at 8:30am on the first day of every month.
  4. “30 08 1 1 *
    /usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket
    –type yearly” - Fires at 8:30am on the first month of every year.

View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-extension-RepeatTicket-tp60471p60504.html

thx for helping,

i changed the cronjobs like you said yesterday, but today i’m still getting
tickets from monday or for example friday.

View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-extension-RepeatTicket-tp60471p60516.html

Hmmm… I’m unsure what is causing that for you.

When I open a console window and run the ‘daily’ command on it’s own
("/usr/local/share/request-tracker4/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket
–type daily") then ALL daily recurrence tickets get repeated, regardless of
the day of the week I have chosen on the Ticket Recurrence tab.

The same happens for the ‘weekly’ ‘monthly’ & ‘yearly’ commands when dealing
with ‘weekly’, ‘monthly’ & ‘yearly’ recurrence tickets. This is why I
created the 4 cronjobs - to workaround the fact that individual recurrence
settings were actually being ignored.

The cronjobs are supposed to separately target each of the 4 types of
recurrence ticket. They are timed for the start of the day/week/month/year
and /should/ only fire for the relevant type of recurrence.

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ok i will switch back to my old shell script solution till the bug is fixed

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There is no problem with Repeat Ticket (that I am aware of), the problem was
between our ears! It seems that we both misunderstood how these recurrences
work.

The four cronjobs are doing exactly what they should. As are the ticket
recurrence settings.

Basically, the repeated ticket due date is controlled by the “Ticket lead
time” setting. The repeated ticket starts date is controlled by the
"Recurrence pattern".

These are what we should have been paying attention to, not the ticket
creation event. The cronjob may create a repeated ticket on Monday but that
repeated ticket will not be due to start until the following Thursday.

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Hi frankfurter,

Did you ever find a solution for your RepeatTicket issue. I feel your pain, as I have the exact problem.
Yesterday I created a Recurrence with “Lead time” = 0, “Concurrent active tickets” =1, “Pattern” =Yearly, Every 5 Janaury and “No end date”
This morning, there my new ticket is! We are 363 days away from when the ticket was supposed to be created.
My crontab:
14 1 * * * rt /usr/local/share/rt44/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket

Did you try the four crontab entries mentioned above?

No I have not, as frankfurter responded that it did not solve his problem.