[rt-users] Using rt-crontool to send Timed Notifications
Hi, We are using rt-crontool to send timed notifications based on different criteria either to owners of tickets or queue groups after a period of inactivity in some form. The way we do this is to use RT::Action::RecordComment http://wiki.bestpractical.com/view/RecordComment as the action of rt-crontool to add a comment to the ticket using a template and also email the owner or queue group. However I have been asked if there is any way that everything can run as before with mails being sent to owner/queue group but without the comment on the ticket being added. I have attempted using SendEmail or Notify as the action for rt-crontool but it does not seem to work at all. Does anyone know where i am going wrong or is there a better way to do this? Thanks Dave *** Any views expressed in this message are those of the individual sender, except where the sender states them to be the views of Foreshore Limited. This e-mail is intended only for the individual or entity to which it is addressed and contains information that is private and confidential. If you are not the intended recipient you are hereby notified that any dissemination, distribution or copying is strictly prohibited. If you have received this e-mail in error please delete it immediately and advise us by return e-mail to [EMAIL PROTECTED] inline: 108081808582501801.gif___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Using rt-crontool to send Timed Notifications
However I have been asked if there is any way that everything can run as before with mails being sent to owner/queue group but without the comment on the ticket being added. I have attempted using SendEmail or Notify as the action for rt-crontool but it does not seem to work at all. This seems antithetical to the design of RT. It's meant to log all transactions. -- Cambridge Energy Alliance: Save money the planet ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Using rt-crontool to send Timed Notifications
Umm I didnt know that can you stop specific users or groups from seeing comments. How do you do that? cause it sounds perfect. From: Jerrad Pierce [mailto:[EMAIL PROTECTED] Sent: 18 August 2008 16:12 To: Dave Wells Subject: Re: [rt-users] Using rt-crontool to send Timed Notifications On Mon, Aug 18, 2008 at 11:01, Dave Wells [EMAIL PROTECTED] wrote: The issue is that we are looking to make our RT installation client facing. Therefore we do not really want comments about slow responses or actions being left on the ticket. Are you confusing comments and correspondence? You can control access to comments with ACLs, and the public should indeed never see comments. -- Cambridge Energy Alliance: Save money the planet *** Any views expressed in this message are those of the individual sender, except where the sender states them to be the views of Foreshore Limited. This e-mail is intended only for the individual or entity to which it is addressed and contains information that is private and confidential. If you are not the intended recipient you are hereby notified that any dissemination, distribution or copying is strictly prohibited. If you have received this e-mail in error please delete it immediately and advise us by return e-mail to [EMAIL PROTECTED] inline: 108081816135403001.gif___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
