Hello, I thought this would be kinda easy but it's proving to be quite difficult.
My problem is 2 parts: *1) * I've tried writing a custom condition for rt-crontool to find tickets that were: - last updated by the owner - not updated in X hours (like 24 hours) Since rt-crontool doesn't know who __CurrentOwner__ is it makes it hard to use a query like I would in the RT Interface. Presumably there might be some way to see if the last update was a privileged RT user but was done more than X hours ago. Queue = 'Investigations' AND Status = 'open' AND LastUpdatedBy = '__CurrentUser__' AND Owner = '__CurrentUser__' AND LastUpdated < '24 hours ago' Basically I want to nag customers to update the ticket if they haven't updated it after 24 hours and then 36 hours. If they still haven't updated it after 48 hours I want do something like set the priority to 100 or something so I can see what tickets are not being updated so their accounts can be suspended or something in accordance with our policies. *2) * I also need help understanding the usage for the SendEmail action. I read an rt-users mailinglist post from a while ago about it but there's a mix of other stuff about RecordComment in there etc which doesn't really apply here. I've also been reading http://bestpractical.com/docs/rt/4.0/RT/Action/SendEmail.html but I'm unclear on what the Blue bolded sections are - are those methods? How does one use this in another Action script? Examples would be awesome if any exist. -- Landon Stewart <landonstew...@gmail.com>