Hi Kenneth,
thank you for the reply. I was looking into what i could do with
dashboards.. The subscription timing is run once a day only, or you need
to create more dashes ? The notification i need has to run every 5
minutes to find a ticket. I think i would be better off with rt-crontool
then ?
Regards,
Mayk
On 10/17/11 9:05 PM, Kenneth Crocker wrote:
Mayk,
I like using Dashboards for this type of function. Create a search to
give you what you want and then create a Dashboard to run it and set
up your subscription for the timing.
Kenn
LBNL
On Mon, Oct 17, 2011 at 8:34 AM, Mayk Backus <bac...@nlcom.nl
<mailto:bac...@nlcom.nl>> wrote:
Hi List,
I'm new to RT, and i've spend a lot of time trying to get a
feature working i'm used to having in otrs.
We need several queues in RT, each queue needs to notify "queue
members" when a ticket has gone by N amount of time without being
worked on. Searching around i found the untouchedin script on the
wiki. Trying several versions of the script, but all of them run
into the same problem. rt-cron runs ok for others jobs, but when i
run it for the untouchedin script it fails on : "Failed to load
module RT::Condition::UntouchedInHours. (Can't locate
RT/I18N/en_us.pm <http://en_us.pm>" . I checked the posting not
having the complete script, trying the version suggested but to no
avail.
Having a look on a second system, pulling RT out of the ubuntu
repo's , i see the I18N directory containing more files, but not
the en_us.pm <http://en_us.pm> file.
Trying to create workarounds with a script upping the priority ,
and a second rt-cron checking tickets with priorit higher then N
commenting with a custom template works, kinda-ish.. The drawback
here is that the ticketresponder needs to manually set back the
priority to avoid being hit up by an e-mail notification he's not
responding to fast.
To me, the untouchedin script could do the trick, since (the way i
understand i should work, but then agian, i'm a noob) it
calculates the time since last response and the time the script is
run. If a ticketresponder updates the ticket, the script does nothing.
Can someone please point me in a direction to a sollution, i'm
lost at the moment.
My RT Version is 4.0.2 , running Ubuntu 10.04.
Thank you in advance.
regards
Mayk Backus
NLcom
--------
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* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Barcelona, Spain November 28 & 29, 2011
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Barcelona, Spain November 28 & 29, 2011
