Scripts for daily notifications for unassigned and unresolved tickets

When I used RT2, I had 2 perl scripts I ran daily from cron which gave status on tickets:

  1. sent a list of “unassigned tickets” to certain people I defined.

  2. sent a reminder to people with unresolved tickets, with their ticket numbers.

Do similar scripts exist somewhere for RT3?

Thanks!

Joseph,

If you’re on 3.8.x, this can be done using Dashboards.

Kenn
LBNLOn Fri, Jan 28, 2011 at 8:10 AM, Joseph Spenner joseph85750@yahoo.comwrote:

When I used RT2, I had 2 perl scripts I ran daily from cron which gave
status on tickets:

  1. sent a list of “unassigned tickets” to certain people I defined.

  2. sent a reminder to people with unresolved tickets, with their ticket
    numbers.

Do similar scripts exist somewhere for RT3?

Thanks!

HEllo,

From RT wiki :

Email reminders

Minifab2011/1/28 Joseph Spenner joseph85750@yahoo.com

When I used RT2, I had 2 perl scripts I ran daily from cron which gave
status on tickets:

  1. sent a list of “unassigned tickets” to certain people I defined.

  2. sent a reminder to people with unresolved tickets, with their ticket
    numbers.

Do similar scripts exist somewhere for RT3?

Thanks!

Joseph,

If you’re on 3.8.x, this can be done using Dashboards.

Kenn
LBNL

Kenneth:
Thanks for the tip. I’ve been playing with it a bit, but I never get the notification. My dashboard looks like this:

http://img825.imageshack.us/img825/4595/dashboardo.png

From the setup above, I suspect I should get a daily list of “new and open” tickets at 18:00 GMT. (technically it’s “new OR open”, but the search does return both new and open tickets)

If I go to manage my Dashboard, and click on the Name: ticket reminder, I do get the list of “new and open” tickets.

Is there maybe some global permission preventing me from performing this?

 From: Kenneth Crocker <kfcrocker@lbl.gov>
 Subject: Re: [rt-users] scripts for daily notifications for unassigned and unresolved
 tickets
 To: rt-users@lists.bestpractical.com
 Date: Friday, January 28, 2011, 11:00 AM

 Joseph,

 If you're on 3.8.x, this can be done using Dashboards.

 Kenn
 LBNL

Kenneth:
Thanks for the tip. I’ve been playing with it a bit, but I never get the notification. My
dashboard looks like this:

http://img825.imageshack.us/img825/4595/dashboardo.png

From the setup above, I suspect I should get a daily list of “new and open” tickets at 18:00
GMT. (technically it’s “new OR open”, but the search does return both new and open tickets)

If I go to manage my Dashboard, and click on the Name: ticket reminder, I do get the list of
"new and open" tickets.

Is there maybe some global permission preventing me from performing this?

Did you install the cronjob as documented in README?

-kevin

Kenneth:
Thanks for the tip. I’ve been playing with it a bit, but I never get
the notification. My dashboard looks like this:

http://img825.imageshack.us/img825/4595/dashboardo.png

From the setup above, I suspect I should get a daily list of “new and
open” tickets at 18:00 GMT. (technically it’s “new OR open”, but the
search does return both new and open tickets)

If I go to manage my Dashboard, and click on the Name: ticket reminder,
I do get the list of “new and open” tickets.

Is there maybe some global permission preventing me from performing this?

Do you have sbin/rt-email-dashboards setup in your crontab?

Thomas

http://img825.imageshack.us/img825/4595/dashboardo.png

From the setup above, I suspect I should
get a daily list of “new and open” tickets at 18:00
GMT. (technically it’s “new OR
open”, but the search does return both new and open
tickets)

If I go to manage my Dashboard, and click
on the Name: ticket reminder, I do get the list of
"new and open" tickets.

Is there maybe some global permission
preventing me from performing this?

Did you install the cronjob as documented in README?

-kevin

Sorry! I did not see that part. I was using the following link/pdf:

referenced in:

http://blog.bestpractical.com/page/3/

Which did not mention the cron part, but I see that it’s mentioned in the original documentation as part of the setup.
Thanks for the update though. It worked. Looks like I’m all set now!

http://img825.imageshack.us/img825/4595/dashboardo.png

From the setup above, I suspect I should
get a daily list of “new and open” tickets at 18:00
GMT. (technically it’s “new OR
open”, but the search does return both new and open
tickets)

If I go to manage my Dashboard, and click
on the Name: ticket reminder, I do get the list of
"new and open" tickets.

Is there maybe some global permission
preventing me from performing this?

Did you install the cronjob as documented in README?

-kevin

Sorry! I did not see that part. I was using the following link/pdf:

http://bestpractical.typepad.com/files/dashboard-notifications-a-quick-introduction-3.pdf

referenced in:

http://blog.bestpractical.com/page/3/

Which did not mention the cron part, but I see that it’s mentioned in the original documentation as part of the setup.
Thanks for the update though. It worked. Looks like I’m all set now!

I believe that document assumes that all the installation directions
were followed, especially since it is more of a User doc than an Admin
doc.

-kevin

From: Kevin Falcone falcone@bestpractical.com
Subject: Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets
To: rt-users@lists.bestpractical.com
Date: Monday, January 31, 2011, 9:45 AM

— On Fri, 1/28/11, Kenneth Crocker
kfcrocker@lbl.gov
wrote:

 From: Kenneth Crocker <kfcrocker@lbl.gov>
 Subject: Re: [rt-users] scripts

for daily notifications for unassigned and unresolved

 tickets
 To: rt-users@lists.bestpractical.com
 Date: Friday, January 28, 2011,

11:00 AM

 Joseph,

 If you're on 3.8.x, this can be

done using Dashboards.

 Kenn
 LBNL

Kenneth:
This appears to work pretty good. Do you know if there’s a way to set this up in a global way, such that a daily reminder could be sent to all users about their own unresolved tickets?

Joseph,

Unfortunately, I haven’t set up a Global Dashboard. But after looking over
the options, I don’t think you can create a single Global Dashboard to send
a “Daily Reminder” report without that report including everyone’s tickets
for everyone to see.

What I did was go to each Queue Manager and ask them if they wanted such a
reminder report and set up a dashboard for them (only). That has worked well
for us.

Sorry.

Kenn
LBNLOn Thu, Feb 3, 2011 at 10:05 AM, Joseph Spenner joseph85750@yahoo.comwrote:

— On Mon, 1/31/11, Kevin Falcone falcone@bestpractical.com wrote:

From: Kevin Falcone falcone@bestpractical.com
Subject: Re: [rt-users] scripts for daily notifications for unassigned
and unresolved tickets
To: rt-users@lists.bestpractical.com
Date: Monday, January 31, 2011, 9:45 AM
On Mon, Jan 31, 2011 at 08:39:47AM 0800, Joseph Spenner wrote:

— On Fri, 1/28/11, Kenneth Crocker kfcrocker@lbl.gov wrote:

 From: Kenneth Crocker <kfcrocker@lbl.gov>
 Subject: Re: [rt-users] scripts

for daily notifications for unassigned and unresolved

 tickets
 To: rt-users@lists.bestpractical.com
 Date: Friday, January 28, 2011,

11:00 AM

 Joseph,

 If you're on 3.8.x, this can be

done using Dashboards.

 Kenn
 LBNL

Kenneth:
This appears to work pretty good. Do you know if there’s a way to set
this up in a global way, such that a daily reminder could be sent to all
users about their own unresolved tickets?