Hi List,
I’m new to RT, and i’ve spend a lot of time trying to get a feature
working i’m used to having in otrs.
We need several queues in RT, each queue needs to notify "queue members"
when a ticket has gone by N amount of time without being worked on.
Searching around i found the untouchedin script on the wiki. Trying
several versions of the script, but all of them run into the same
problem. rt-cron runs ok for others jobs, but when i run it for the
untouchedin script it fails on : “Failed to load module
RT::Condition::UntouchedInHours. (Can’t locate RT/I18N/en_us.pm” . I
checked the posting not having the complete script, trying the version
suggested but to no avail.
Having a look on a second system, pulling RT out of the ubuntu repo’s ,
i see the I18N directory containing more files, but not the en_us.pm file.
Trying to create workarounds with a script upping the priority , and a
second rt-cron checking tickets with priorit higher then N commenting
with a custom template works, kinda-ish… The drawback here is that the
ticketresponder needs to manually set back the priority to avoid being
hit up by an e-mail notification he’s not responding to fast.
To me, the untouchedin script could do the trick, since (the way i
understand i should work, but then agian, i’m a noob) it calculates the
time since last response and the time the script is run. If a
ticketresponder updates the ticket, the script does nothing.
Can someone please point me in a direction to a sollution, i’m lost at
the moment.
My RT Version is 4.0.2 , running Ubuntu 10.04.
Thank you in advance.
regards
Mayk Backus
NLcom
Hi,
In modern RT versions you can use TicketSQL for that. LastUpdated > ‘1
month ago’. More on search by dates on the wiki.
So in crontool you use --search option instead of condition.On Mon, Oct 17, 2011 at 7:34 PM, Mayk Backus backus@nlcom.nl wrote:
Hi List,
I’m new to RT, and i’ve spend a lot of time trying to get a feature working
i’m used to having in otrs.
We need several queues in RT, each queue needs to notify “queue members”
when a ticket has gone by N amount of time without being worked on.
Searching around i found the untouchedin script on the wiki. Trying several
versions of the script, but all of them run into the same problem. rt-cron
runs ok for others jobs, but when i run it for the untouchedin script it
fails on : “Failed to load module RT::Condition::UntouchedInHours. (Can’t
locate RT/I18N/en_us.pm” . I checked the posting not having the complete
script, trying the version suggested but to no avail.
Having a look on a second system, pulling RT out of the ubuntu repo’s , i
see the I18N directory containing more files, but not the en_us.pm file.
Trying to create workarounds with a script upping the priority , and a
second rt-cron checking tickets with priorit higher then N commenting with a
custom template works, kinda-ish… The drawback here is that the
ticketresponder needs to manually set back the priority to avoid being hit
up by an e-mail notification he’s not responding to fast.
To me, the untouchedin script could do the trick, since (the way i
understand i should work, but then agian, i’m a noob) it calculates the time
since last response and the time the script is run. If a ticketresponder
updates the ticket, the script does nothing.
Can someone please point me in a direction to a sollution, i’m lost at the
moment.
My RT Version is 4.0.2 , running Ubuntu 10.04.
Thank you in advance.
regards
Mayk Backus
NLcom
RT Training Sessions (http://bestpractical.com/services/training.html)
- San Francisco, CA, USA October 18 & 19, 2011
- Washington DC, USA October 31 & November 1, 2011
- Barcelona, Spain November 28 & 29, 2011
Best regards, Ruslan.
Mayk,
I like using Dashboards for this type of function. Create a search to give
you what you want and then create a Dashboard to run it and set up your
subscription for the timing.
Kenn
LBNLOn Mon, Oct 17, 2011 at 8:34 AM, Mayk Backus backus@nlcom.nl wrote:
Hi List,
I’m new to RT, and i’ve spend a lot of time trying to get a feature working
i’m used to having in otrs.
We need several queues in RT, each queue needs to notify “queue members”
when a ticket has gone by N amount of time without being worked on.
Searching around i found the untouchedin script on the wiki. Trying several
versions of the script, but all of them run into the same problem. rt-cron
runs ok for others jobs, but when i run it for the untouchedin script it
fails on : “Failed to load module RT::Condition::**UntouchedInHours.
(Can’t locate RT/I18N/en_us.pm” . I checked the posting not having the
complete script, trying the version suggested but to no avail.
Having a look on a second system, pulling RT out of the ubuntu repo’s , i
see the I18N directory containing more files, but not the en_us.pm file.
Trying to create workarounds with a script upping the priority , and a
second rt-cron checking tickets with priorit higher then N commenting with a
custom template works, kinda-ish… The drawback here is that the
ticketresponder needs to manually set back the priority to avoid being hit
up by an e-mail notification he’s not responding to fast.
To me, the untouchedin script could do the trick, since (the way i
understand i should work, but then agian, i’m a noob) it calculates the time
since last response and the time the script is run. If a ticketresponder
updates the ticket, the script does nothing.
Can someone please point me in a direction to a sollution, i’m lost at the
moment.
My RT Version is 4.0.2 , running Ubuntu 10.04.
Thank you in advance.
regards
Mayk Backus
NLcom
RT Training Sessions (http://bestpractical.com/**services/training.htmlhttp://bestpractical.com/services/training.html
)
- San Francisco, CA, USA October 18 & 19, 2011
- Washington DC, USA October 31 & November 1, 2011
- Barcelona, Spain November 28 & 29, 2011
Hi Kenneth,
thank you for the reply. I was looking into what i could do with
dashboards… The subscription timing is run once a day only, or you need
to create more dashes ? The notification i need has to run every 5
minutes to find a ticket. I think i would be better off with rt-crontool
then ?
Regards,
MaykOn 10/17/11 9:05 PM, Kenneth Crocker wrote:
Mayk,
I like using Dashboards for this type of function. Create a search to
give you what you want and then create a Dashboard to run it and set
up your subscription for the timing.
Kenn
LBNL
On Mon, Oct 17, 2011 at 8:34 AM, Mayk Backus <backus@nlcom.nl mailto:backus@nlcom.nl> wrote:
Hi List,
I'm new to RT, and i've spend a lot of time trying to get a
feature working i'm used to having in otrs.
We need several queues in RT, each queue needs to notify "queue
members" when a ticket has gone by N amount of time without being
worked on. Searching around i found the untouchedin script on the
wiki. Trying several versions of the script, but all of them run
into the same problem. rt-cron runs ok for others jobs, but when i
run it for the untouchedin script it fails on : "Failed to load
module RT::Condition::UntouchedInHours. (Can't locate
RT/I18N/en_us.pm <http://en_us.pm>" . I checked the posting not
having the complete script, trying the version suggested but to no
avail.
Having a look on a second system, pulling RT out of the ubuntu
repo's , i see the I18N directory containing more files, but not
the en_us.pm <http://en_us.pm> file.
Trying to create workarounds with a script upping the priority ,
and a second rt-cron checking tickets with priorit higher then N
commenting with a custom template works, kinda-ish.. The drawback
here is that the ticketresponder needs to manually set back the
priority to avoid being hit up by an e-mail notification he's not
responding to fast.
To me, the untouchedin script could do the trick, since (the way i
understand i should work, but then agian, i'm a noob) it
calculates the time since last response and the time the script is
run. If a ticketresponder updates the ticket, the script does nothing.
Can someone please point me in a direction to a sollution, i'm
lost at the moment.
My RT Version is 4.0.2 , running Ubuntu 10.04.
Thank you in advance.
regards
Mayk Backus
NLcom
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Barcelona, Spain November 28 & 29, 2011
Hi Kenneth,
thank you for the reply. I was looking into what i could do with
dashboards… The subscription timing is run once a day only, or you need to
create more dashes ? The notification i need has to run every 5 minutes to
find a ticket. I think i would be better off with rt-crontool then ?
Yes. You would be better with crontool. As far as I remember
Dashboards are mailed even if search is empty.
Regards,
Mayk
Mayk,
I like using Dashboards for this type of function. Create a search to give
you what you want and then create a Dashboard to run it and set up your
subscription for the timing.
Kenn
LBNL
Hi List,
I’m new to RT, and i’ve spend a lot of time trying to get a feature
working i’m used to having in otrs.
We need several queues in RT, each queue needs to notify “queue members”
when a ticket has gone by N amount of time without being worked on.
Searching around i found the untouchedin script on the wiki. Trying several
versions of the script, but all of them run into the same problem. rt-cron
runs ok for others jobs, but when i run it for the untouchedin script it
fails on : “Failed to load module RT::Condition::UntouchedInHours. (Can’t
locate RT/I18N/en_us.pm” . I checked the posting not having the complete
script, trying the version suggested but to no avail.
Having a look on a second system, pulling RT out of the ubuntu repo’s , i
see the I18N directory containing more files, but not the en_us.pm file.
Trying to create workarounds with a script upping the priority , and a
second rt-cron checking tickets with priorit higher then N commenting with a
custom template works, kinda-ish… The drawback here is that the
ticketresponder needs to manually set back the priority to avoid being hit
up by an e-mail notification he’s not responding to fast.
To me, the untouchedin script could do the trick, since (the way i
understand i should work, but then agian, i’m a noob) it calculates the time
since last response and the time the script is run. If a ticketresponder
updates the ticket, the script does nothing.
Can someone please point me in a direction to a sollution, i’m lost at the
moment.
My RT Version is 4.0.2 , running Ubuntu 10.04.
Thank you in advance.
regards
Mayk Backus
NLcom
RT Training Sessions (http://bestpractical.com/services/training.html)
- San Francisco, CA, USA October 18 & 19, 2011
- Washington DC, USA October 31 & November 1, 2011
- Barcelona, Spain November 28 & 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
- San Francisco, CA, USA — October 18 & 19, 2011
- Washington DC, USA — October 31 & November 1, 2011
- Barcelona, Spain — November 28 & 29, 2011
Best regards, Ruslan.