For your question about reminders, i don't have perl knowledge or RT-CRONTOOL
but I made our reminders based on bash scripts with CLI output.
This is sample of my bash script that send mail to everyone with open tickets
and not updated on last 2 hours.
/usr/bin/rt ls -o LastUpdated -t ticket "Status=open AND LastUpdated < '2 hour
ago' " -f id,queue,subject,owner,status,lastupdated | grep -v ^Owner | grep -v
"No matching results" | grep -v ^$ >> $TEMP
while read line ; do
DATA=$(date +%s)
TICKET=`echo $line | awk '{print $1}'`
QUEUE=` echo $line | awk '{print $2}'`
OWNER=` echo $line | awk '{print $3}'`
STATUS=`echo $line | awk '{print $5}'`
echo "From: ticket@domain"
> $MAIL
echo "To: $OWNER; "
>> $MAIL
echo "MIME-Version: 1.0"
>> $MAIL
echo 'Content-type: text/html; charset=iso-8859-1' >>
$MAIL
echo " boundary=$DATA/rt.domain"
>> $MAIL
echo "Subject: [$QUEUE #$TICKET] ALERT: Ticket not updated" >>
$MAIL
some echos to $MAIL, I try to "echo" as html code so my reminders got a
better look.
End script with
if [ -s $TEMP ] ; then
/usr/sbin/sendmail -t < $MAIL
fi
done < $TEMP
De: [email protected]
[mailto:[email protected]] Em nome de Tim Dunphy
Enviada em: quarta-feira, 24 de outubro de 2012 13:58
Para: [email protected]
Assunto: [rt-users] correcting users annoying behavior
Hello,
We have an RT server at our company that is growing in popularity. Other depts
are starting to use it and the RT is starting to process more and more tickets.
We live in a very big production house that gets very busy and has 'crisis'
moments at least a few times week. During such 'crises' users tend to respond
to RT tickets by putting the rt-reply address in the CC: field of the email.
The email thread could then go on for another 20 to 30 emails or so, each
generating a new ticket because RT is in the CC: field and not the TO: field.
I'm not very optimistic of my chances of walking up to each and every user and
wagging my finger in their face to correct the proper RT behavior of leaving RT
in the 'TO' field and not the CC' field. So my question to you, dear listers,
is is there any way to handle this situation on the RT side? A plugin or
setting that gets RT to NOT create a new ticket if it receives mail by way of
the CC line of the email?
Another annoying behavior we're trying to correct is employees forgetting that
they have tickets! Is there any way to get RT to email a reminder to the owner
of a ticket after X amount of time has passed on a ticket with no activity?
Thanks
Tim
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