Reminders: What are they, can they (or something else in RT) be made to do this?

I have looked through the Wiki and anything else I could find for full
documentation of the purpose of the “Reminders” tickets, and I haven’t
found anything other than explanations of how to deal with problems
with them (details of how to make them go away when the ticket they’re
based on is closed out, etc.). So can someone explain what the major
purpose of the Reminders tickets is?

Also, the functionality we were trying to achieve with them is the
following, which they clearly don’t do. How do we do this? We’d like
to have a mechanism by which we can set a trigger in a ticket that
will send the owner an email on a specified date that says, “There’s
something you need to do with this ticket today”. It is not
sufficient for it to put up a notice on the RT main page, as we don’t
normally open RT unless there’s a new ticket or we’re explicitly
updating an existing one – it must send email to the owner. We don’t
want anything before the specified date, we want it on the specified
date. A one-time email on that date is sufficient. Can Reminders be
updated to do this, or is there another mechanism we could use to do
this?

Thanks,
Faith

Faith,

I may be wrong, but my understanding of RT tickets (any ticket) is 

that unless there is a transaction being executed for it, it will not
just arbitrarily know to send off a notice to someone. TO do that, you
need to create a cron job that will run thru the RT Ticket Tabler and
examine the tickets and based on appropriate conditions, send out a
notice. At that point, your “Reminder” tickets are really extraneous.
Reminder tickets will only help someone who is using RT online. So, if
your purpose in having Reminders is for the Email notice, you need not
bother. You can examine the base ticket and find all the conditions
needed for that cron job. Hope this helps.

Kenn
LBNLOn 6/8/2009 7:16 AM, Faith Senie wrote:

I have looked through the Wiki and anything else I could find for full
documentation of the purpose of the “Reminders” tickets, and I haven’t
found anything other than explanations of how to deal with problems
with them (details of how to make them go away when the ticket they’re
based on is closed out, etc.). So can someone explain what the major
purpose of the Reminders tickets is?

Also, the functionality we were trying to achieve with them is the
following, which they clearly don’t do. How do we do this? We’d like
to have a mechanism by which we can set a trigger in a ticket that
will send the owner an email on a specified date that says, “There’s
something you need to do with this ticket today”. It is not
sufficient for it to put up a notice on the RT main page, as we don’t
normally open RT unless there’s a new ticket or we’re explicitly
updating an existing one – it must send email to the owner. We don’t
want anything before the specified date, we want it on the specified
date. A one-time email on that date is sufficient. Can Reminders be
updated to do this, or is there another mechanism we could use to do
this?

Thanks,
Faith


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

I have looked through the Wiki and anything else I could find for full
documentation of the purpose of the “Reminders” tickets, and I haven’t
found anything other than explanations of how to deal with problems
with them (details of how to make them go away when the ticket they’re
based on is closed out, etc.). So can someone explain what the major
purpose of the Reminders tickets is?

Also, the functionality we were trying to achieve with them is the
following, which they clearly don’t do. How do we do this? We’d like
to have a mechanism by which we can set a trigger in a ticket that
will send the owner an email on a specified date that says, “There’s
something you need to do with this ticket today”. It is not
sufficient for it to put up a notice on the RT main page, as we don’t
normally open RT unless there’s a new ticket or we’re explicitly
updating an existing one – it must send email to the owner. We don’t
want anything before the specified date, we want it on the specified
date. A one-time email on that date is sufficient. Can Reminders be
updated to do this, or is there another mechanism we could use to do
this?

Try creating a dashboard with a search of Type = ‘reminder’ and Due =
'today’
and create a subscription to the dashboard

-kevin

Try creating a dashboard with a search of Type = ‘reminder’ and Due =
'today’
and create a subscription to the dashboard

Huh? This made perfect sense to me until I tried to create this
query. If anyone else tries to do this, set your Due field in the
query, then switch to Advanced and add "AND Type = ‘reminder’ " to it
by hand, then save the query and build a dashboard from it.

Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness