Set Due depending on Created

RT Users
1

Hi,

can anyone tell me how I can set “Due” depending on the “Created”-Date?

I know how to get the the Creationdate:
my $createdate = ($self->TicketObj->CreatedObj);

But how can I encrease it for example 14 days?

I did find something that takes the scrip execution time and adds 1 day.
$duedate->Set(Format=>‘unknown’, Value=>‘1 days’);
But that doesn’t work if I want to change it 3 days later, because than
I would have all in all 17 days.

I know that I can write the new date with:
$self->TicketObj->SetDue($duedate->ISO);

So all I need is the step inbetween.

Thanks,

Violetta

________________________________ creating IT solutions
Violetta J. Wawryk science + computing ag
IT-Service Hagellocher Weg 73
phone +49 7071 9457 282 72070 Tuebingen, Germany
fax +49 7071 9457 211 www.science-computing.de
Vorstand/Board of Management:
Dr. Bernd Finkbeiner, Dr. Florian Geyer,
Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech
Vorsitzender des Aufsichtsrats/
Chairman of the Supervisory Board:
Prof. Dr. Hanns Ruder
Sitz/Registered Office: Tuebingen
Registergericht/Registration Court: Stuttgart
Registernummer/Commercial Register No.: HRB 382196

2

Violetta,

In the "Basics" screen of a Queue (Configuration->Queues->select Queue)

you will see the “Requests should be due in” field. If set to a value
greater than 0, the due date will be automatically set. That should do
it. However, that means that ALL requests that come in will get that
calculated due date. If you get a request that is especially more
complex, you will want to modify that date manually. We have over 100
queues and some use the field and some don’t.

Kenn
LBNLOn 10/21/2008 7:29 AM, Violetta Wawryk wrote:

Hi,

can anyone tell me how I can set “Due” depending on the “Created”-Date?

I know how to get the the Creationdate:
my $createdate = ($self->TicketObj->CreatedObj);

But how can I encrease it for example 14 days?

I did find something that takes the scrip execution time and adds 1 day.
$duedate->Set(Format=>‘unknown’, Value=>‘1 days’);
But that doesn’t work if I want to change it 3 days later, because than
I would have all in all 17 days.

I know that I can write the new date with:
$self->TicketObj->SetDue($duedate->ISO);

So all I need is the step inbetween.

Thanks,

Violetta

3

Look into RT::Date class - lib/RT/Date.pm there are several simple
methods to add time to the date.On Tue, Oct 21, 2008 at 6:29 PM, Violetta Wawryk v.wawryk@science-computing.de wrote:

Hi,

can anyone tell me how I can set “Due” depending on the “Created”-Date?

I know how to get the the Creationdate:
my $createdate = ($self->TicketObj->CreatedObj);

But how can I encrease it for example 14 days?

I did find something that takes the scrip execution time and adds 1 day.
$duedate->Set(Format=>‘unknown’, Value=>‘1 days’);
But that doesn’t work if I want to change it 3 days later, because than
I would have all in all 17 days.

I know that I can write the new date with:
$self->TicketObj->SetDue($duedate->ISO);

So all I need is the step inbetween.

Thanks,

Violetta

–
________________________________ creating IT solutions
Violetta J. Wawryk science + computing ag
IT-Service Hagellocher Weg 73
phone +49 7071 9457 282 72070 Tuebingen, Germany
fax +49 7071 9457 211 www.science-computing.de

Vorstand/Board of Management:
Dr. Bernd Finkbeiner, Dr. Florian Geyer,
Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech
Vorsitzender des Aufsichtsrats/
Chairman of the Supervisory Board:
Prof. Dr. Hanns Ruder
Sitz/Registered Office: Tuebingen
Registergericht/Registration Court: Stuttgart
Registernummer/Commercial Register No.: HRB 382196

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Best regards, Ruslan.

4

Hi,

yes I am doing that already, but they add the days to the current date
and not the Created date. Does anyone actually know how I can tell the
perlthing to use the created date and not the current date. That would
be very helpful.

Thanks.

Violetta

Ruslan Zakirov schrieb:

Look into RT::Date class - lib/RT/Date.pm there are several simple
methods to add time to the date.
Vorstand/Board of Management:
Dr. Bernd Finkbeiner, Dr. Florian Geyer,
Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech
Vorsitzender des Aufsichtsrats/
Chairman of the Supervisory Board:
Prof. Dr. Hanns Ruder
Sitz/Registered Office: Tuebingen
Registergericht/Registration Court: Stuttgart
Registernummer/Commercial Register No.: HRB 382196

5

my $created = $self->TicketObj->CreatedObj;
$created->Add…;
my ($status, $msg) = $self->TicketObj->SetDue( $created->ISO );
$RT::Logger->error(“Couldn’t set due date: $msg”) unless $status;On Wed, Oct 22, 2008 at 5:46 PM, Violetta Wawryk v.wawryk@science-computing.de wrote:

Hi,

yes I am doing that already, but they add the days to the current date and
not the Created date. Does anyone actually know how I can tell the perlthing
to use the created date and not the current date. That would be very
helpful.

Thanks.

Violetta

Ruslan Zakirov schrieb:

Look into RT::Date class - lib/RT/Date.pm there are several simple
methods to add time to the date.

–
Vorstand/Board of Management:
Dr. Bernd Finkbeiner, Dr. Florian Geyer,
Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech
Vorsitzender des Aufsichtsrats/
Chairman of the Supervisory Board:
Prof. Dr. Hanns Ruder
Sitz/Registered Office: Tuebingen
Registergericht/Registration Court: Stuttgart
Registernummer/Commercial Register No.: HRB 382196

Best regards, Ruslan.