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

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