Setting up an automated Interim response

RT Users
1

Hello,

I am pretty new to RT and am still in the learning process.

I want to set up a feature such that when a ticket is 10 days old, an
automated response will be sent to the requestor saying that the issue
is being looked at.

Any suggestions regarding how to do this?

Thanks a lot in advance
-ods

2

Hello,

I am pretty new to RT and am still in the learning process.

I want to set up a feature such that when a ticket is 10 days old, an
automated response will be sent to the requestor saying that the issue
is being looked at.

Any suggestions regarding how to do this?

Thanks a lot in advance
-ods

I would write a Perl script that uses the RT API to find
tickets older than 10 days and then uses the Ticket::Correspond
method. To make sure this doesn’t happen more than once to
a ticket I would set an attribute on the ticket that can be
checked by the script.

You said you are new to RT. How is your OO Perl?

-Todd

3

Hi Todd,
Thanks for your reply. I am conversant Perl scripts, but have not used
them in a while. Thanks for your tip - I will go the route you suggested.
However, if you can give some more specifics about this, that will be
helpful. Otherwise, I will dig into this further.

Thanks,
Onkar> On Sat, Nov 26, 2005 at 07:19:29PM -0600, Onkar Singh wrote:

Hello,

I am pretty new to RT and am still in the learning process.

I want to set up a feature such that when a ticket is 10 days old, an
automated response will be sent to the requestor saying that the issue
is being looked at.

Any suggestions regarding how to do this?

Thanks a lot in advance
-ods

I would write a Perl script that uses the RT API to find
tickets older than 10 days and then uses the Ticket::Correspond
method. To make sure this doesn’t happen more than once to
a ticket I would set an attribute on the ticket that can be
checked by the script.

You said you are new to RT. How is your OO Perl?

-Todd