Using rt-crontool to send Timed Notifications

Hi,

We are using rt-crontool to send timed notifications based on different
criteria either to owners of tickets or queue groups after a period of
inactivity in some form.

The way we do this is to use RT::Action::RecordComment
http://wiki.bestpractical.com/view/RecordComment as the action of
rt-crontool to add a comment to the ticket using a template and also
email the owner or queue group.

However I have been asked if there is any way that everything can run as
before with mails being sent to owner/queue group but without the
comment on the ticket being added. I have attempted using SendEmail or
Notify as the action for rt-crontool but it does not seem to work at
all.

Does anyone know where i am going wrong or is there a better way to do
this?

Thanks
Dave

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However I have been asked if there is any way that everything can run as
before with mails being sent to owner/queue group but without the comment on
the ticket being added. I have attempted using SendEmail or Notify as the
action for rt-crontool but it does not seem to work at all.

This seems antithetical to the design of RT.
It’s meant to log all transactions.
Cambridge Energy Alliance: Save money & the planet

Umm I didnt know that can you stop specific users or groups from seeing
comments. How do you do that? cause it sounds perfect.From: Jerrad Pierce [mailto:jpierce@cambridgeenergyalliance.org]
Sent: 18 August 2008 16:12
To: Dave Wells
Subject: Re: [rt-users] Using rt-crontool to send Timed Notifications

The issue is that we are looking to make our RT installation client
facing.

Therefore we do not really want comments about slow responses or actions
being left on the ticket.

Are you confusing comments and correspondence?
You can control access to comments with ACLs,
and the public should indeed never see comments.
Cambridge Energy Alliance: Save money & the planet

Any views expressed in this message are those of the individual sender,
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Don’t give the general public ShowComment right

Dave Wells wrote:

Foreshore http://www.foreshore.net

Umm I didnt know that can you stop specific users or groups from
seeing comments. How do you do that? cause it sounds perfect.


From: Jerrad Pierce [mailto:jpierce@cambridgeenergyalliance.org]
Sent: 18 August 2008 16:12
To: Dave Wells
Subject: Re: [rt-users] Using rt-crontool to send Timed Notifications

The issue is that we are looking to make our RT installation
client facing.
 
Therefore we do not really want comments about slow responses or
actions being left on the ticket.

Are you confusing comments and correspondence?
You can control access to comments with ACLs,
and the public should indeed never see comments.

Cambridge Energy Alliance: Save money & the planet

Foreshore Limited
Dave Wells
Senior network engineer
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