I've written an rt-crontool query that will find stalled tickets with a "Starts" date of today, and open them (so we can take a work order that doesn't need to be touched for a while and have it in the system, but out of view until it's needed). I want to write a scrip that will notify the ticket owner when such a stalled ticket is opened by the rt-crontool query, and I'm having a bit of trouble. Does anyone know how to either: 1) make use of an external Perl module (Time::ParseDate) within a scrip custom condition or 2) get the LastUpdatedBy attribute in a scrip
I ran up against a brick wall with the first, and thought I'd be clever by using the second, only to find I couldn't figure that one out either. Thanks! Here's my rt-crontool query in case anyone is interested: ./rt-crontool --search RT::Search::FromSQL --search-arg "Status = 'stalled' AND Starts < 'tomorrow' AND Starts > 'NULL' " --action RT::Action::SetStatus --action-arg "open" Rather than just search for entries that start "today", I wanted to capture conditions in which the cron job may have been missed on a day (outage) or if someone accidentally entered something with a year of 1970, hence the search for entries that are earlier than tomorrow. The check to make sure it's newer than null came after I accidentally opened all our stalled tickets that had no "Starts" date in the ticket. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
