Reminder Emails

RT Users
1

Hi,

Would it be possible to send a reminder on a specific ticket. What I’m trying to accomplish is, on creating a ticket, setting a reminder (as in MS Outlook) that would notify me via email. If I set a reminder for 1 week from today to do a task, I would want to be reminded on that day.

Thanks,
Bill

2

Hi Bill,

I do something kind of like that. When a ticket is created in a queue that
I want reminders sent on, I have an OnCreate scrip put a value into a CF
named ‘NagDays’. This value determines when reminders should be sent on
each ticket (send reminder if now() is within NagDays of DueDate). If
NagDays is empty then no reminder is sent. The reminders are sent from a
perl script that runs via cron. I started with a script I found on the
wiki, but then modified it quite a bit to use Business::Hours, individual
(per ticket) NagDays values, logging of reminders, etc. If you only want
to do it for specific tickets (rather than every ticket in a queue) then
leave out the OnCreate scrip and manually put a value into the NagDays CF
for each ticket that you want reminders sent for. I usually set NagDays to
2 for queues in which I use reminders so that 2 days before the due date
the owner and adminccs start getting reminded that the due date is
approaching. If the ticket is past due then I change the wording of the
nag message. If you want, I’ll be happy to send you the script (I think I
sent it to the list sometime last year).

Regards,
Gene

At 10:46 AM 7/9/2008, Candelario, Bill wrote:

Would it be possible to send a reminder on a specific ticket. What I’m
trying to accomplish is, on creating a ticket, setting a reminder (as in
MS Outlook) that would notify me via email. If I set a reminder for 1
week from today to do a task, I would want to be reminded on that day.

Thanks,
Bill

Gene LeDuc, GSEC
Security Analyst
San Diego State University

3

Bill,

If you had a nightly Cron Job, that would work. Otherwise, I think RT

scrips, etc are triggered by transactions only. I don’t think it would
be checking around the DataBase looking for tickets that have a reminder
with a due date. Just a thought.

Kenn
LBNLOn 7/9/2008 10:46 AM, Candelario, Bill wrote:

Hi,

Would it be possible to send a reminder on a specific ticket. What I’m
trying to accomplish is, on creating a ticket, setting a reminder (as in
MS Outlook) that would notify me via email. If I set a reminder for 1
week from today to do a task, I would want to be reminded on that day.

Thanks,
Bill

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

4

Thanks, Gene. If you don’t mind sending the scrip, sure. In reading how you set the reminders, is this only when creating tickets? What I mean is, can other owners set the reminders after the ticket is created?

-BillFrom: Gene LeDuc [mailto:gleduc@mail.sdsu.edu]
Sent: Wednesday, July 09, 2008 2:40 PM
To: Candelario, Bill
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Reminder Emails

Hi Bill,

I do something kind of like that. When a ticket is created in a queue that I want reminders sent on, I have an OnCreate scrip put a value into a CF named ‘NagDays’. This value determines when reminders should be sent on each ticket (send reminder if now() is within NagDays of DueDate). If NagDays is empty then no reminder is sent. The reminders are sent from a perl script that runs via cron. I started with a script I found on the wiki, but then modified it quite a bit to use Business::Hours, individual (per ticket) NagDays values, logging of reminders, etc. If you only want to do it for specific tickets (rather than every ticket in a queue) then leave out the OnCreate scrip and manually put a value into the NagDays CF for each ticket that you want reminders sent for. I usually set NagDays to 2 for queues in which I use reminders so that 2 days before the due date the owner and adminccs start getting reminded that the due date is approaching. If the ticket is past due then I change the wording of the nag message. If you want, I’ll be happy to send you the script (I think I sent it to the list sometime last year).

Regards,
Gene

At 10:46 AM 7/9/2008, Candelario, Bill wrote:
Would it be possible to send a reminder on a specific ticket. What I’m trying to accomplish is, on creating a ticket, setting a reminder (as in MS Outlook) that would notify me via email. If I set a reminder for 1 week from today to do a task, I would want to be reminded on that day.

Thanks,
Bill

Gene LeDuc, GSEC
Security Analyst
San Diego State University

5

The trigger for generating a reminder is a value in a custom field named
NagDays. That value can be set via an OnCreate scrip (which is the way I
do it) or manually by a user via the RT webgui. If NagDays doesn’t exist
or doesn’t have anything in it, then the ticket is ignored. I’ll send you
the perl script off-list.

Gene

At 12:02 PM 7/9/2008, Candelario, Bill wrote:

Thanks, Gene. If you don’t mind sending the scrip, sure. In reading how
you set the reminders, is this only when creating tickets? What I mean
is, can other owners set the reminders after the ticket is created?

-Bill

From: Gene LeDuc [mailto:gleduc@mail.sdsu.edu]
Sent: Wednesday, July 09, 2008 2:40 PM
To: Candelario, Bill
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Reminder Emails

Hi Bill,

I do something kind of like that. When a ticket is created in a queue
that I want reminders sent on, I have an OnCreate scrip put a value into a
CF named ‘NagDays’. This value determines when reminders should be sent
on each ticket (send reminder if now() is within NagDays of DueDate). If
NagDays is empty then no reminder is sent. The reminders are sent from a
perl script that runs via cron. I started with a script I found on the
wiki, but then modified it quite a bit to use Business::Hours, individual
(per ticket) NagDays values, logging of reminders, etc. If you only want
to do it for specific tickets (rather than every ticket in a queue) then
leave out the OnCreate scrip and manually put a value into the NagDays CF
for each ticket that you want reminders sent for. I usually set NagDays
to 2 for queues in which I use reminders so that 2 days before the due
date the owner and adminccs start getting reminded that the due date is
approaching. If the ticket is past due then I change the wording of the
nag message. If you want, I’ll be happy to send you the script (I think I
sent it to the list sometime last year).

Regards,
Gene

At 10:46 AM 7/9/2008, Candelario, Bill wrote:

Would it be possible to send a reminder on a specific ticket. What I’m
trying to accomplish is, on creating a ticket, setting a reminder (as in
MS Outlook) that would notify me via email. If I set a reminder for 1
week from today to do a task, I would want to be reminded on that day.

Thanks,
Bill

–
Gene LeDuc, GSEC
Security Analyst
San Diego State University

Gene LeDuc, GSEC
Security Analyst
San Diego State University

6

Okay. That would be great.From: Gene LeDuc [mailto:gleduc@mail.sdsu.edu]
Sent: Wednesday, July 09, 2008 3:25 PM
To: Candelario, Bill
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Reminder Emails

The trigger for generating a reminder is a value in a custom field named NagDays. That value can be set via an OnCreate scrip (which is the way I do it) or manually by a user via the RT webgui. If NagDays doesn’t exist or doesn’t have anything in it, then the ticket is ignored. I’ll send you the perl script off-list.

Gene

At 12:02 PM 7/9/2008, Candelario, Bill wrote:
Thanks, Gene. If you don’t mind sending the scrip, sure. In reading how you set the reminders, is this only when creating tickets? What I mean is, can other owners set the reminders after the ticket is created?

-Bill

From: Gene LeDuc [ mailto:gleduc@mail.sdsu.edu]
Sent: Wednesday, July 09, 2008 2:40 PM
To: Candelario, Bill
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Reminder Emails

Hi Bill,

I do something kind of like that. When a ticket is created in a queue that I want reminders sent on, I have an OnCreate scrip put a value into a CF named ‘NagDays’. This value determines when reminders should be sent on each ticket (send reminder if now() is within NagDays of DueDate). If NagDays is empty then no reminder is sent. The reminders are sent from a perl script that runs via cron. I started with a script I found on the wiki, but then modified it quite a bit to use Business::Hours, individual (per ticket) NagDays values, logging of reminders, etc. If you only want to do it for specific tickets (rather than every ticket in a queue) then leave out the OnCreate scrip and manually put a value into the NagDays CF for each ticket that you want reminders sent for. I usually set NagDays to 2 for queues in which I use reminders so that 2 days before the due date the owner and adminccs start getting reminded that the due date is approaching. If the ticket is past due then I change the wording of the nag message. If you want, I’ll be happy to send you the script (I think I sent it to the list sometime last year).

Regards,
Gene

At 10:46 AM 7/9/2008, Candelario, Bill wrote:
Would it be possible to send a reminder on a specific ticket. What I’m trying to accomplish is, on creating a ticket, setting a reminder (as in MS Outlook) that would notify me via email. If I set a reminder for 1 week from today to do a task, I would want to be reminded on that day.

Thanks,
Bill

Gene LeDuc, GSEC
Security Analyst
San Diego State University

Gene LeDuc, GSEC
Security Analyst
San Diego State University