Mayk, I like using Dashboards for this type of function. Create a search to give you what you want and then create a Dashboard to run it and set up your subscription for the timing.
Kenn LBNL On Mon, Oct 17, 2011 at 8:34 AM, Mayk Backus <[email protected]> wrote: > Hi List, > > I'm new to RT, and i've spend a lot of time trying to get a feature working > i'm used to having in otrs. > > We need several queues in RT, each queue needs to notify "queue members" > when a ticket has gone by N amount of time without being worked on. > Searching around i found the untouchedin script on the wiki. Trying several > versions of the script, but all of them run into the same problem. rt-cron > runs ok for others jobs, but when i run it for the untouchedin script it > fails on : "Failed to load module RT::Condition::**UntouchedInHours. > (Can't locate RT/I18N/en_us.pm" . I checked the posting not having the > complete script, trying the version suggested but to no avail. > > Having a look on a second system, pulling RT out of the ubuntu repo's , i > see the I18N directory containing more files, but not the en_us.pm file. > > Trying to create workarounds with a script upping the priority , and a > second rt-cron checking tickets with priorit higher then N commenting with a > custom template works, kinda-ish.. The drawback here is that the > ticketresponder needs to manually set back the priority to avoid being hit > up by an e-mail notification he's not responding to fast. > > To me, the untouchedin script could do the trick, since (the way i > understand i should work, but then agian, i'm a noob) it calculates the time > since last response and the time the script is run. If a ticketresponder > updates the ticket, the script does nothing. > > Can someone please point me in a direction to a sollution, i'm lost at the > moment. > My RT Version is 4.0.2 , running Ubuntu 10.04. > > Thank you in advance. > > regards > > Mayk Backus > NLcom > > -------- > RT Training Sessions > (http://bestpractical.com/**services/training.html<http://bestpractical.com/services/training.html> > ) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Barcelona, Spain November 28 & 29, 2011 >
-------- RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
