Glenn,
you don’t have to necessarily do this with Cronjob. RT has Dashboards that
can run Queries on a scheduled basis and send the results to whomever you
want.
Try creating a Search or series of searches, depending on who is
responsible for what Queues/Tickets, and then saving those searches for a
group or globally and then put those searches into a dashboard or series of
dashboards and set them up to run based on need.
For example, if you want Queue/Ticket owners to get a list of tickets that
have been in the Queue for more than a week and have no time worked or
whatever, create a search to do that and then put it into a dashboard for
that person/Queue persons.
OR, you can set up a search to run in cronjob.
Just a thought.
KennOn Thu, Jun 21, 2012 at 2:27 PM, Glenn E. Sieb gsieb@efashionsolutions.comwrote:
So I have a bunch of queues here. I want to set up rt-crontool to send out
the “Hey–this ticket is more than xx hours old! Do something!” emails to
the AdminCCs of the queues in question.
My question is, I have a bunch of queues for one department, that all
begin with a pattern (say, “CS-”). Is it possible to do a TicketSQL that
matches any queue that matches “CS-%” (or “CS-*” or similar)? I tried
playing in the Advanced search tool, with no success. But I am the first to
admit my SQL is weak.
Thanks in advance, as always!
Best,
–Glenn
–
Glenn E. Sieb
System Administrator
+1 201 809-4958
eFashionSolutions
80 Enterprise Avenue South
Secaucus, NJ 07094