Searching on untouched tickets

I need to search for tickets that haven’t been touched in 2 hours and
reassign to an alternate owner. What’s the right limit to use?

# Get hold of the tickets we're after, sorted by priority
my $tickets = new RT::Tickets($RT::SystemUser);
$tickets->LimitStatus(VALUE => 'new');
$tickets->LimitStatus(VALUE => 'open');
$tickets->LimitStatus(VALUE => 'stalled') if $showall;
$tickets->LimitQueue(VALUE => $queue->Id);

matthew zeier, Sr. Network Engineer | “Nothing in life is to be feared.
InteleNet Communications, Inc. | It is only to be understood.”
(949) 784-7904 | - Marie Curie

matthew zeier wrote:

I need to search for tickets that haven’t been touched in 2 hours and
reassign to an alternate owner. What’s the right limit to use?

I would use rt-crontool and
http://wiki.bestpractical.com/index.cgi?UntouchedInHours

DB

I saw that but I also need to do stuff to the ticket based on the Priority
and time left untouched (basically change priority and owner). Different
priorities trigger different actions. Without right custom actions, I
wasn’t clear how to do that.----- Original Message -----
From: “Drew Barnes” barnesaw@ucrwcu.rwc.uc.edu
To: “matthew zeier” mrz@intelenet.net
Cc: rt-users@lists.fsck.com
Sent: Tuesday, March 29, 2005 11:20 AM
Subject: Re: [rt-users] searching on untouched tickets

matthew zeier wrote:

I need to search for tickets that haven’t been touched in 2 hours and
reassign to an alternate owner. What’s the right limit to use?

I would use rt-crontool and
http://wiki.bestpractical.com/index.cgi?UntouchedInHours

DB

matthew zeier wrote:

I saw that but I also need to do stuff to the ticket based on the
Priority and time left untouched (basically change priority and
owner). Different priorities trigger different actions. Without
right custom actions, I wasn’t clear how to do that.

You can always use the existing ones as templates for writing custom
Conditions/Actions. Or run a few instances of rt-crontool within a
single shell script. I have a very small department here, so I try to
stretch the current functionality as far as it will go before I invest
much time in branching out further.

I find the EscalatePriority one particularly useful, especially when
used in conjunction with rt-remind.
http://wiki.bestpractical.com/index.cgi?ConfigureEscalation and
http://www.cs.kent.ac.uk/people/staff/tdb/rt3/

a message of 25 lines which said:

I need to search for tickets that haven’t been touched in 2 hours and
reassign to an alternate owner. What’s the right limit to use?

May be (untested):

$tickets->LimitDate(FIELD => ‘LastUpdated’, OPERATOR => ‘>’,
VALUE => localtime() - 2*3600);