On Mon, Apr 2, 2012 at 22:40, Mayk Backus <[email protected]> wrote: > Dear list, > > We have a crontool in use that alerts a e-mail distributionlist when a > ticket in our emergency queue has gone without an update for 15 minutes > or more. This is fine and works well. > > /rt-crontool --search RT::Search::FromSQL --search-arg "LastUpdated < > '-15 minutes' AND Queue = 'Emergency' AND Status != 'stalled' AND Status > != 'resolved' AND Status != 'rejected'" --action > RT::Action::RecordComment --template 'Ignored tickets' > > We now want to extend this for other queues , that notifies queue > members that a ticket has gone without an update for 3 hours (we have an > update commitment of 4 hours). The problem is, i don't want to spam the > crap out off people and want to limit the check to between working > hours. Doing this with cron is fine, but has the downside that in the > morning it will mark every ticket as not update since it sees the last > time as yesterday. This is logical. I'm wondering if there is something > to be set for "working hours" , it's a function that for example otrs > has. I want it in RT too ;-) > > Anyone any suggestions or experience in this ?
You can use SLA [1] extension to set Due date to reply deadlines according to rules and with account of business hours. So instead of checking LastUpdated in crontool you can check Due date: "Due < '15 minutes'" - 15 minutes or less until reply [1] http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm > Any help is greatly appreciated. > > Regards > > MAyk > > -- Best regards, Ruslan.
