Hello list!
I am trying to set up a crib job to reopen a ticket with a status of Scheduled and a due date that is less than 8 hours away. I have a cron job running periodically throughout the day to check for this condition, and open and ticks that match.
Here’s the kicker: if seems that any time I set the ticket’s status to Scheduled, RT sets the due date of said ticket to a different date, meaning if it’s reopened on the next cron job. RT also seems to unset the due date after certain actions.
Is this expected behavior? For now, I think I can work around it by just setting the status first, due date second, but I’m wondering what other conditions might affect the due date. If Due isn’t a field I would be using, is there a better way to do this? A sample of days activity follows.
Thanks,
Peter
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Thu Feb 23 16:15:45 2017 The RT System itself - Outgoing email recorded [Show]
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Thu Feb 23 16:15:45 2017 The RT System itself - Starts changed from Not set to Fri Feb 24 09:00:00 2017
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Thu Feb 23 16:15:45 2017 The RT System itself - Due changed from Not set to Mon Feb 27 10:00:00 2017
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Thu Feb 23 16:24:44 2017 The RT System itself - Outgoing email recorded [Show]
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Thu Feb 23 16:24:44 2017 The RT System itself - Status changed from 'new' to 'open'
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Thu Feb 23 16:24:44 2017 The RT System itself - Due changed from Mon Feb 27 10:00:00 2017 to Not set
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Thu Feb 23 16:28:27 2017 The RT System itself - Outgoing email recorded [Show]
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Thu Feb 23 16:28:27 2017 The RT System itself - Due changed from Not set to Mon Feb 27 10:00:00 2017
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Fri Feb 24 11:02:01 2017 peter (Peter Nikolaidis) - Comments added [Reply] [Comment] [Forward]
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Fri Feb 24 11:02:02 2017 peter (Peter Nikolaidis) - Status changed from 'open' to 'stalled'
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Fri Feb 24 11:02:02 2017 The RT System itself - Due changed from Mon Feb 27 10:00:00 2017 to Not set
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Fri Feb 24 11:02:17 2017 peter (Peter Nikolaidis) - Due changed from Not set to Mon Apr 24 00:00:00 2017
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Sat Feb 25 13:38:07 2017 The RT System itself - Outgoing email recorded [Show]
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Sat Feb 25 13:38:07 2017 The RT System itself - Due changed from Mon Apr 24 00:00:00 2017 to Not set
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Sun Feb 26 09:02:34 2017 root (Paradigm Support) - Due changed from Not set to Sun Feb 26 00:00:00 2017
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Sun Feb 26 09:02:55 2017 root (Paradigm Support) - Due changed from Sun Feb 26 00:00:00 2017 to Sat Feb 25 00:00:00 2017
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Sun Feb 26 09:03:19 2017 root (Paradigm Support) - Status changed from 'stalled' to 'scheduled'
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Sun Feb 26 09:03:19 2017The RT System itself - Due changed from Sat Feb 25 00:00:00 2017 to Mon Feb 27 10:00:00 2017
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Sun Feb 26 09:04:53 2017root (Paradigm Support) - Due changed from Mon Feb 27 10:00:00 2017 to Sun Feb 26 00:00:00 2017
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Sun Feb 26 09:06:16 2017root (Paradigm Support) - Due changed from Sun Feb 26 00:00:00 2017 to Sun Feb 26 11:00:00 2017
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Wed Mar 01 15:42:47 2017 The RT System itself - Outgoing email recorded [Show]
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Wed Mar 01 15:42:47 2017 The RT System itself - Due changed from Sun Feb 26 11:00:00 2017 to Not set
Wed Mar 01 15:44:20 2017 The RT System itself - Outgoing email recorded [Show]
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Wed Mar 01 15:44:20 2017 The RT System itself - Due changed from Not set to Fri Mar 03 09:44:19 2017
Wed Mar 01 16:54:07 2017 The RT System itself - Outgoing email recorded [Show]
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Wed Mar 01 16:54:07 2017 The RT System itself - Due changed from Fri Mar 03 09:44:19 2017 to Not set
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Wed Mar 01 17:01:39 2017 The RT System itself - Outgoing email recorded [Show]
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Wed Mar 01 17:01:39 2017 The RT System itself - Due changed from Not set to Fri Mar 03 10:00:00 2017