Pulling a requestor's email address

Hello… first post here on the list, though I’ve been lurking for a while.

I’ve been working (with my server as the test) on helping a colleague at
work get an RT workflow that he likes.

One of the things he wants is something similar to the scripts
rt-remind, rt-escalate, and rt-count from
http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ (referenced on the RT wiki).

What he wants is something we’re calling rt-stalled.

Since we’re talking an internal help desk here, he’d like to have a
script that will take a stalled ticket, and notify the requestor of
the ticket every day reminding them that they have a ticket waiting for
action on their part (and that in so many days it’ll be closed if the
inaction continues…).

I’m using the above-referenced scripts as jumping points… but so far,
the only thing I’m having major issue with, is I can’t seem to find how
I could pull the requestor’s email address… I’ve grepped through the
lib/RT directory to no avail…

Where can I find some documentation that might help me in my quest? I’d
be greatly appreciative!!!

Thanks, everyone!
Best,
–Glenn

I might be wrong, but I’m pretty sure what you’re looking for is
Ticket->RequestorAddresses, which returns a ticket’s requestor address(es)
as a string; I found this in the perldoc for Ticket_Overlay.pm.

Cheers,
Jeff Albert
Departmental Computing Support Team
University of Victoria
jralbert@uvic.ca-----Original Message-----
From: rt-devel-bounces@lists.bestpractical.com
[mailto:rt-devel-bounces@lists.bestpractical.com] On Behalf Of Glenn E. Sieb
Sent: Tuesday, February 22, 2005 12:23 PM
To: rt-devel@lists.fsck.com
Subject: [Rt-devel] Pulling a requestor’s email address…

Hello… first post here on the list, though I’ve been lurking for a while.

I’ve been working (with my server as the test) on helping a colleague at
work get an RT workflow that he likes.

One of the things he wants is something similar to the scripts
rt-remind, rt-escalate, and rt-count from
http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ (referenced on the RT wiki).

What he wants is something we’re calling rt-stalled.

Since we’re talking an internal help desk here, he’d like to have a
script that will take a stalled ticket, and notify the requestor of
the ticket every day reminding them that they have a ticket waiting for
action on their part (and that in so many days it’ll be closed if the
inaction continues…).

I’m using the above-referenced scripts as jumping points… but so far,
the only thing I’m having major issue with, is I can’t seem to find how
I could pull the requestor’s email address… I’ve grepped through the
lib/RT directory to no avail…

Where can I find some documentation that might help me in my quest? I’d
be greatly appreciative!!!

Thanks, everyone!
Best,
–Glenn
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