I'm working with Request Tracker 4.0.7 on Debian Wheezy 7.0.1 and am attempting to configure rt-crontool and UntouchedInHours.pm as presented on the Wiki (http://requesttracker.wikia.com/wiki/UntouchedInHours)
I'm running the following rt-crontool command: /usr/bin/rt-crontool \ --search RT::Search::FromSQL \ --search-arg "Queue = '1' AND (Status = 'new' OR Status = 'open' ) AND Owner != 'Nobody'" \ --condition RT::Condition::UntouchedInHours --condition-arg 4 \ --action RT::Action::SendEmail \ --template "Custom - Untouched Ticket Notification" \ --transaction 'last' \ --transaction-type 'Correspond,Comment,Status' \ --verbose echo "" Which returns the following result: [Thu Aug 29 17:32:17 2013] [critical]: Failed to load module RT::Condition::UntouchedInHours. () at /usr/bin/rt-crontool line 307. (/usr/share/request-tracker4/lib/RT.pm:351) Failed to load module RT::Condition::UntouchedInHours. () at /usr/bin/rt-crontool line 307. I'm taking that to mean that there is a programming pub in UntouchedInHours.pm that is preventing it from being called correctly but for the life of me I can't seem to find it anywhere. It was copied verbatim from the Wiki: root@DorJnuASD-RT:~/Bin# cat /usr/share/request-tracker4/lib/RT/Condition/UntouchedInHours.pm package RT::Condition::UntouchedInHours; require RT::Condition::Generic; use RT::Date; @ISA = qw(RT::Condition::Generic); use strict; use vars qw/@ISA/; sub IsApplicable { my $self = shift; if ((time()-$self->TicketObj->LastUpdatedObj->Unix)/3600 >= $self->Argument) { return 1; } else { return 0; } } # The following could be omitted. They're there to allow overrides from Vendor and Local # but as this isn't a core module, they're just there for completeness :) eval "require RT::Condition::UntouchedInHours_Vendor"; die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/UntouchedInHours_Vendor.pm}); eval "require RT::Condition::UntouchedInHours_Local"; die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/UntouchedInHours_Local.pm}); 1; The permissions look appropriate as well: root@DorJnuASD-RT:~/Bin# ls -la /usr/share/request-tracker4/lib/RT/Condition/ total 60 drwxr-xr-x 2 root root 4096 Aug 29 09:24 . drwxr-xr-x 17 root root 4096 Jun 11 11:27 .. -rw-r--r-- 1 root root 2247 May 22 09:49 AnyTransaction.pm -rw-r--r-- 1 root root 2742 May 22 09:49 BeforeDue.pm -rw-r--r-- 1 root root 2677 May 22 09:49 CloseTicket.pm -rw-r--r-- 1 root root 2475 May 22 09:49 Overdue.pm -rw-r--r-- 1 root root 2351 May 22 09:49 OwnerChange.pm -rw-r--r-- 1 root root 2356 May 22 09:49 PriorityChange.pm -rw-r--r-- 1 root root 2325 May 22 09:49 PriorityExceeds.pm -rw-r--r-- 1 root root 2306 May 22 09:49 QueueChange.pm lrwxrwxrwx 1 root root 9 Aug 29 08:37 RCS -> /root/RCS -rw-r--r-- 1 root root 2829 May 22 09:49 ReopenTicket.pm -rw-r--r-- 1 root root 4593 May 22 09:49 StatusChange.pm -rw-r--r-- 1 root root 800 Aug 29 09:23 UntouchedInHours.pm -rw-r--r-- 1 root root 2458 May 22 09:49 UserDefined.pm Any idea what I'm missing here? Thanks. --- Kevin Elliott Networking Specialist II Alaska Department of Revenue, ASD-IT (907) 465-2314