Scripts for daily notifications for unassigned and unresolved tickets

RT Users
1

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!

2

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!

3

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!

4

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?

5 
 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:

ImageShack - Best place for all of your image hosting and image sharing needs

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

6

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

ImageShack - Best place for all of your image hosting and image sharing needs

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

7

ImageShack - Best place for all of your image hosting and image sharing needs

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!

8

ImageShack - Best place for all of your image hosting and image sharing needs

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

9

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?

10

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?