Re: [rt-users] Auto-open Resolved Ticket

2009-07-28 Thread Toby Darling 
 Though I really do not have an idea on how to fire On Status Change

From the RT Admin page

  Configuration - Global - Scrips - New Scrip

and set the Condition to On Status Change, then pick the Action that'll notify 
those who need to know, and a suitable template.

Cheers
Toby



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Re: [rt-users] Auto-open Resolved Ticket

2009-07-27 Thread Toby Darling 
Hi Roehl

 Please confirm, if I understand your method correctly.
 
 1. Instead of resolving the ticket, after getting my tasks done, put in
 on stalled and set 'Due date' to next month.

Correct.

 2. the cron job will re-open this ticket after a month. 

More accurately, it will reopen those tickets with due dates on, or before, 
'today'.
 
 If the ticket is re-open, will it send out notification?

Not by default, I don't think, but you can create a scrip to fire On Status 
Change.

Cheers
Toby

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Re: [rt-users] Auto-open Resolved Ticket

2009-07-24 Thread Toby Darling 
Hi Roehl

 - I resolved a ticket Subject: Windows Patches or Subject: get and
 renew certificates
 - I'll do it again after a month.
 - RT will re-open this ticket after a month.

I use the Due date field with a stalled status, and have a daily cron job:

#!/usr/bin/perl
my $cmd = '/usr/bin/rt list -i ';
my $qry = $cmd . qq/\status = 'stalled' AND due = 'today'\/;
my @res = `$qry`;
for (@res) {
chomp; 
 system (/usr/bin/rt edit $_ set status=open);
}

I'm sure someone will be along shortly with an rt_crontool solution, or 
something RESTful.

Cheers
Toby


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Re: [rt-users] Auto-open Resolved Ticket

2009-07-24 Thread rmp dmd 
Hi Toby,

Thanks for this.
Please confirm, if I understand your method correctly.

1. Instead of resolving the ticket, after getting my tasks done, put in on
stalled and set 'Due date' to next month.
2. the cron job will re-open this ticket after a month.

If the ticket is re-open, will it send out notification?

im doing the rt-list -i status = 'stalled' AND due = 'today'
on a command line but it's asking me for a password.
is my syntax correct?


Thanks!
Roehl



On Fri, Jul 24, 2009 at 5:08 AM, Toby Darling darl...@ccdc.cam.ac.ukwrote:

 Hi Roehl

  - I resolved a ticket Subject: Windows Patches or Subject: get and
  renew certificates
  - I'll do it again after a month.
  - RT will re-open this ticket after a month.

 I use the Due date field with a stalled status, and have a daily cron job:

 #!/usr/bin/perl
 my $cmd = '/usr/bin/rt list -i ';
 my $qry = $cmd . qq/\status = 'stalled' AND due = 'today'\/;
 my @res = `$qry`;
 for (@res) {
chomp;
 system (/usr/bin/rt edit $_ set status=open);
 }

 I'm sure someone will be along shortly with an rt_crontool solution, or
 something RESTful.

 Cheers
 Toby


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 please inform postmas...@ccdc.cam.ac.uk and delete the message.
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 Registered in England No. 2155347 Registered Charity No. 800579
 Registered office 12 Union Road, Cambridge CB2 1EZ.

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Re: [rt-users] Auto-open Resolved Ticket

2009-07-24 Thread barnesaw 

Set up your environment to know usernam, password and server.
http://wiki.bestpractical.com/view/UseRtTool

On 7/24/09 11:00 AM, rmp dmd rmp.dmd1...@gmail.com wrote:

 Hi Toby,
  
 Thanks for this. 
 Please confirm, if I understand your method correctly.
  
 1. Instead of resolving the ticket, after getting my tasks done, put in on
 stalled and set 'Due date' to next month.
 2. the cron job will re-open this ticket after a month.
  
 If the ticket is re-open, will it send out notification?
  
 im doing the rt-list -i status = 'stalled' AND due = 'today'
 on a command line but it's asking me for a password. 
 is my syntax correct?
  
  
 Thanks!
 Roehl
  
 
  
 On Fri, Jul 24, 2009 at 5:08 AM, Toby Darling darl...@ccdc.cam.ac.uk wrote:
 Hi Roehl
 
  - I resolved a ticket Subject: Windows Patches or Subject: get and
  renew certificates
  - I'll do it again after a month.
  - RT will re-open this ticket after a month.
 
 I use the Due date field with a stalled status, and have a daily cron job:
 
 #!/usr/bin/perl
 my $cmd = '/usr/bin/rt list -i ';
 my $qry = $cmd . qq/\status = 'stalled' AND due = 'today'\/;
 my @res = `$qry`;
 for (@res) {
    chomp;
     system (/usr/bin/rt edit $_ set status=open);
 }
 
 I'm sure someone will be along shortly with an rt_crontool solution, or
 something RESTful.
 
 Cheers
 Toby
 
 
 LEGAL NOTICE
 Unless expressly stated otherwise, information contained in this
 message is confidential. If this message is not intended for you,
 please inform postmas...@ccdc.cam.ac.uk and delete the message.
 The Cambridge Crystallographic Data Centre is a company Limited
 by Guarantee and a Registered Charity.
 Registered in England No. 2155347 Registered Charity No. 800579
 Registered office 12 Union Road, Cambridge CB2 1EZ.
 
 
 
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 http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
 
 Community help: http://wiki.bestpractical.com
 Commercial support: sa...@bestpractical.com
 
 
 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.com

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