The Ticket Staus field changes when you MAKE it change. As far as I
know, there is no default RT scrip or background transaction that does
this. You can create a scrip, that when a transaction occurs on a
ticket, the due date is examined and if current date is later, then
change the status to “stalled”. But that is a hit and miss situation.
You’d be better off running a daily cron job that examines all
non-resolved, non-rejected, non-deleted, non-stalled tickets and if
todays date is later than the due date, change the status, or whatever
your criteria is. I believe I have seen that sort of thing on the list.
Hope this helps.
LBNLOn 9/29/2008 4:41 AM, Emmanuel Lacour wrote:
On Mon, Sep 29, 2008 at 12:14:11PM +0100, Howard Jones wrote:
Every now and then I see discussion on here about looking for stalled
tickets, and notifying their owners… I’d like to do this too, but
first I have a different problem - none of the tickets in my RT are
stalled. Some are ‘back-burner’ issues that have been open for a year
with no correspondence.
Is it something I need to do myself with rt-crontool, or are there some
settings somewhere to define the criteria? The RT book just says that
the state ‘stalled’ exists, but not really how you get there.
It’s just a status like other statuses (open, resolved, …) you have to
set it manually or use a script if you wan’t to set it automatically on
a time basis.
Community help: http://wiki.bestpractical.com
Commercial support: firstname.lastname@example.org
Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com