Thank you, that looks like it'll work. Did your JSON-like syntax for updating fields ever make it into core for 4.4.1? I found the attachment in your linked message, but it's a bin file and I'm not sure what to do with it.
On Tue, Jan 17, 2017 at 11:17 AM, Matt Zagrabelny <mzagr...@d.umn.edu> wrote: > Hey Alex, > > On Mon, Jan 16, 2017 at 8:18 AM, Alex Hall <ah...@autodist.com> wrote: > > Hi all, > > RT is sending out notifications for old tickets just like we want it to. > If > > a ticket hasn't been updated in seven days and the status is open or new, > > the owner gets an email every weekday until the ticket is updated. What > I'd > > like to do, though, is have a way of changing that "every weekday" bit > for > > stalled tickets. > > > > Instead of warning users every weekday about tickets that are stalled and > > haven't been touched in a while, I'd like to warn them once or twice a > week. > > I can't run the cron job that seldom, though, or a ticket could go days > > longer than it should without being picked up. Is there any way to only > send > > an email to a user if the system has not emailed them in N days? I could > add > > a column to the Tickets table for this, or add a new table, but I always > > like to stay clear of database schema modifications if I can. Besides, I > > don't know how to interface with a custom table using RT SQL. > > I wouldn't alter the schema. > > > Is there any way of doing this? > > You could use a custom field. Something like "Last Email Notification > Sent At" or something equally verbose. ;) > > Then add that CF to your query about which tickets need to get email > notifications. > > We do essentially what you are asking about. We leverage two things: > > 1. rt-crontool can take multiple --action arguments > 2. A custom (but it could be "cored") scrip action. The scrip action > is ModifyCustomField. Here is a link to it: > > http://lists.bestpractical.com/pipermail/rt-devel/2016- > December/012601.html > > Here is one of our cron jobs that keeps track of when it sent an email > and also sends the email: > > 0 12 * * * /opt/rt4/bin/rt-crontool --log=warning --search > RT::Search::FromSQL --search-arg ' Queue = "Access Requests" AND > Status = "activated" AND ( ( "CF.{Renewal Verified At}" IS NULL AND > Created <= "1 year ago" ) OR ( "CF.{Renewal Verified At}" IS NOT NULL > AND "CF.{Renewal Verified At}" <= "1 year ago" ) ) AND ( "CF.{Renewal > Verification Sent At}" IS NULL OR "CF.{Renewal Verification Sent At}" > <= "20 days ago" ) ' --transaction-type Create --transaction last > --template "Access Request Renewal Verification" --action > RT::Action::MailRequestors --action-arg "" --action > RT::Action::ModifyCustomField --action-arg '{ "name": "Renewal > Verification Sent At", "operation": "set", "value": "now" }' > > -m > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
