On 17/07/2008, at 12:45 AM, Matthew Macdonald-Wallace wrote:
Hi Tom,
Please forgive the intrusion into your inbox, I noticed your post
dated
23rd June on the rt-users list archives and I am very interested in
your usage of rt-crontool to automatically re-open any stalled tickets
older than a certain age.
Would it be possible for you to share the command-line arguments you
have used for rt-crontool with the community?
Thanks in advance,
Matt
Hi Matt,
No problems - sorry for the delay getting back to you. I've CC'd the
list as well in case anyone else is curious.
We currently run something like this, once per day:
## Search for tickets that have had no requestor correspondance for
more than 6 days,
## open them and comment (this will notify ticket owner)
/var/www/rt.domain.com/rt/bin/rt-crontool \
--search RT::Search::FromSQL \
--search-arg "Queue = 'Foo' AND Status = 'stalled' AND Told <
'6 days ago' AND DependsOn IS NULL" \
--action RT::Action::OpenTicketAndComment --action-arg "Auto-
opened due to being stalled for > 6 days."
You'll also notice the RT::Action::OpenTicketAndComment action which
is just a slightly modified RT::Action::AutoOpen so that we can also
place a comment in the ticket to show why it was re-opened. I've
attached our local/lib/RT/Action/OpenTicketAndComment.pm module if
you're interested.
Caution: we added the 'DependsOn IS NULL' clause because this was re-
opening tickets that were stalled because they depended on another
ticket. However, through TicketSQL we are unable to query the status
of these depended-on tickets, so currently this won't re-open stalled
tickets even if a depended-on ticket is resolved. I consider this a
bug with our process and plan to fix it by using a custom RT::Search
module to do a more fine-grained query, but haven't had time.
Regards,
Tom
package RT::Action::OpenTicketAndComment;
use base RT::Action::AutoOpen;
sub Commit {
my $self = shift;
my $oldstatus = $self->TicketObj->Status();
$self->TicketObj->__Set( Field => 'Status', Value => 'open' );
$self->TicketObj->_NewTransaction(
Type => 'Status',
Field => 'Status',
OldValue => $oldstatus,
NewValue => 'open',
Data => $self->Argument,
);
$self->TicketObj->Comment(
Content => $self->Argument,
);
return(1);
}
=head1 DESCRIPTION
A slight modification to the AutoOpen action, so that we can change the
Transaction 'Data' field and Comment on the ticket.
=head1 AUTHOR
Tom Lanyon
=cut
1;
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