> -----Original Message----- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf > Of Raphael Berlamont > Sent: Thursday, December 28, 2006 9:12 AM > To: [email protected] > Subject: [rt-users] Automatic Wake Up a stalled ticket > > Hello list, > > My RT users would like to have the following feature : > For example when someone Open a Ticket for a device that > seems not to be > working, but the real reason is that the device is beeing > repaired, the L1 > support team makes that ticket "Stalled". They would like RT to > automaticaly "re-open" that ticket at a given date/time. > > As we don't use the "due" field (didn't find how/where to > configure it), > we thought we could use it to enter a "wake up" date, and then, with a > cron job, regurally get all stalled ticket, and makes "open" > those which > need to. > > I have two questions : > - Is it a good way to do this?
I think so - we do exactly this, except we use 'starts date' to set the wake up date. We wrote a custom action that sets the status back to open for stalled tickets matching the date spec. The custom action is invoked by rt-crontool. Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
