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

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

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

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

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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