Reminders still open after a ticket is closed

RT Users
1

If I set a reminder for a ticket, after the ticket is resolved the
reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?

Regards

2

Looks to me like
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders should
get you most of the way there as a jumping-off point. Obviously, you’d
change the scrip condition to “On Resolve” and you’d use a
$ticket->SetStatus(‘resolved’) call in place of the
$Ticket->SetQueue($queue) in the while loop…

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau UniversityFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Jim
Tambling
Sent: Tuesday, February 10, 2009 4:37 PM
To: rt-users@bestpractical.com
Subject: [rt-users] Reminders still open after a ticket is closed

If I set a reminder for a ticket, after the ticket is resolved the
reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?

Regards

3

Thanks Mark

I tried that but it doesn’t seem to work. Here’s the code I put in the
scrip;

my $tickets = new RT::Tickets(RT->SystemUser)

my $id = $self->TicketObj->id;

my $queue = $self->TicketObj->QueueObj->Name;

return 1 unless (defined($id)); # Can this be undefined?

$tickets->FromSQL(‘Type = “reminder” AND RefersTo="’.$id.‘"’);

while (my $ticket = $tickets->Next) {

$RT::Logger->info(“Closing associated reminder”);

$ticket->SetStatus(“resolved”);

}

return 1;

I have zero knowledge of perl so I don’t know if this is correct.

Regards-----Original Message-----
From: Roedel, Mark [mailto:MarkRoedel@letu.edu]
Sent: 10 February 2009 23:04
To: Jim Tambling; rt-users@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is closed

Looks to me like
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders should
get you most of the way there as a jumping-off point. Obviously, you’d
change the scrip condition to “On Resolve” and you’d use a
$ticket->SetStatus(‘resolved’) call in place of the
$Ticket->SetQueue($queue) in the while loop…

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau University

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Jim
Tambling
Sent: Tuesday, February 10, 2009 4:37 PM
To: rt-users@bestpractical.com
Subject: [rt-users] Reminders still open after a ticket is closed

If I set a reminder for a ticket, after the ticket is resolved the
reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?

Regards

4

That part of it looks OK to me.

I recently had a problem with a similarly-structured scrip that didn’t
seem to be firing. It turned out to be because I’d left the “Custom
Action Preparation Code” field blank. When I put a “return 1;” into
that field, it started behaving as expected.

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau UniversityFrom: Jim Tambling [mailto:Jim.Tambling@datatote.co.uk]
Sent: Wednesday, February 11, 2009 4:36 PM
To: Roedel, Mark; rt-users@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is closed

Thanks Mark

I tried that but it doesn’t seem to work. Here’s the code I put in the
scrip;

my $tickets = new RT::Tickets(RT->SystemUser)

my $id = $self->TicketObj->id;

my $queue = $self->TicketObj->QueueObj->Name;

return 1 unless (defined($id)); # Can this be undefined?

$tickets->FromSQL(‘Type = “reminder” AND RefersTo="’.$id.‘"’);

while (my $ticket = $tickets->Next) {

$RT::Logger->info(“Closing associated reminder”);

$ticket->SetStatus(“resolved”);

}

return 1;

I have zero knowledge of perl so I don’t know if this is correct.

Regards

5

Thanks Mark,

Tried that but it still doesn’t work. Will try it next week when we
upgrade to 3.8.2.

Regards, Jim-----Original Message-----
From: Roedel, Mark [mailto:MarkRoedel@letu.edu]
Sent: 12 February 2009 18:09
To: Jim Tambling; rt-users@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is
closed

That part of it looks OK to me.

 

I recently had a problem with a similarly-structured scrip that

didn’t seem to be firing. It turned out to be because I’d left the
“Custom Action Preparation Code” field blank. When I put a “return 1;”
into that field, it started behaving as expected.

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau University

 

From: Jim Tambling [mailto:Jim.Tambling@datatote.co.uk] 
Sent: Wednesday, February 11, 2009 4:36 PM
To: Roedel, Mark; rt-users@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is

closed

Thanks Mark

 

I tried that but it doesn't seem to work. Here's the code I put

in the scrip;

my $tickets = new RT::Tickets(RT->SystemUser)

my $id = $self->TicketObj->id;

my $queue = $self->TicketObj->QueueObj->Name;

 

return 1 unless (defined($id)); # Can this be undefined?

 

 $tickets->FromSQL('Type = "reminder" AND RefersTo="'.$id.'"');

 while (my $ticket = $tickets->Next) {

 $RT::Logger->info("Closing associated reminder");

 $ticket->SetStatus("resolved"); 

}

 return 1; 

 

 

I have zero knowledge of  perl so I don't know if this is

correct.

Regards

 

-----Original Message-----
From: Roedel, Mark [mailto:MarkRoedel@letu.edu] 
Sent: 10 February 2009 23:04
To: Jim Tambling; rt-users@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is

closed

Looks to me like

http://wiki.bestpractical.com/view/OnQueueChangeFixReminders
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders should
get you most of the way there as a jumping-off point. Obviously, you’d
change the scrip condition to “On Resolve” and you’d use a
$ticket->SetStatus(‘resolved’) call in place of the
$Ticket->SetQueue($queue) in the while loop…

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau University

 

From: rt-users-bounces@lists.bestpractical.com

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Jim
Tambling
Sent: Tuesday, February 10, 2009 4:37 PM
To: rt-users@bestpractical.com
Subject: [rt-users] Reminders still open after a ticket is
closed

If I set a reminder for a ticket, after the ticket is resolved

the reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?

Regards





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