Recurring Tickets

We recently welcomed our campus physical plant into our installation of
RT, and have been gradually making tweaks to make them happy.

One thing they’ve asked for is the ability to create recurring tickets
to track their periodic maintenance activities. I picture the result
looking something like this:

(1) Add a custom field for tickets in their queues where they

can
provide a recurrence interval (in days) for this task, and
then

(2) Create a scrip, triggered when a ticket is resolved, that

creates
a clone of that ticket with the new due date set based on
that
interval

Has anybody done anything similar in RT that wouldn’t mind sharing? Or
see a way it could be done better/more efficiently/more elegantly?

Thanks!

Mark Roedel
Senior Programmer / Analyst
LeTourneau University
Longview, Texas USA

Hi Mark,

I’d do this using a cron script that runs daily and checks to see if there
are any open tickets of that type (standard subject maybe?). If not, have
it send an e-mail to RT that opens a new ticket. This should be pretty
straightforward using RT’s perl API. Your OnCreate scrip can take care of
setting the due date.

Regards,
Gene

At 08:18 AM 10/18/2007, Roedel, Mark wrote:

We recently welcomed our campus physical plant into our installation of
RT, and have been gradually making tweaks to make them happy.

One thing they’ve asked for is the ability to create recurring tickets
to track their periodic maintenance activities. I picture the result
looking something like this:

    (1) Add a custom field for tickets in their queues where they

can
provide a recurrence interval (in days) for this task, and
then

    (2) Create a scrip, triggered when a ticket is resolved, that

creates
a clone of that ticket with the new due date set based on
that
interval

Has anybody done anything similar in RT that wouldn’t mind sharing? Or
see a way it could be done better/more efficiently/more elegantly?

Thanks!


Mark Roedel
Senior Programmer / Analyst
LeTourneau University
Longview, Texas USA


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