When do tickets become 'stalled'?

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.

Thanks in advance for any illumination…

Howie

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.

Emmanuel,

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.

Kenn
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.


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Hello everyone,

I am noticing some of my accounts are being dissabled after an extended period of time. Anyone know of a setting in the RT_SiteConfig to disable this, or if this is actually a feature of RT 3.6.6

Thanks
Winn Johnston