Hey Alex, On Mon, Jan 16, 2017 at 8:18 AM, Alex Hall <ah...@autodist.com> wrote: > Hi all, > RT is sending out notifications for old tickets just like we want it to. If > a ticket hasn't been updated in seven days and the status is open or new, > the owner gets an email every weekday until the ticket is updated. What I'd > like to do, though, is have a way of changing that "every weekday" bit for > stalled tickets. > > Instead of warning users every weekday about tickets that are stalled and > haven't been touched in a while, I'd like to warn them once or twice a week. > I can't run the cron job that seldom, though, or a ticket could go days > longer than it should without being picked up. Is there any way to only send > an email to a user if the system has not emailed them in N days? I could add > a column to the Tickets table for this, or add a new table, but I always > like to stay clear of database schema modifications if I can. Besides, I > don't know how to interface with a custom table using RT SQL.
I wouldn't alter the schema. > Is there any way of doing this? You could use a custom field. Something like "Last Email Notification Sent At" or something equally verbose. ;) Then add that CF to your query about which tickets need to get email notifications. We do essentially what you are asking about. We leverage two things: 1. rt-crontool can take multiple --action arguments 2. A custom (but it could be "cored") scrip action. The scrip action is ModifyCustomField. Here is a link to it: http://lists.bestpractical.com/pipermail/rt-devel/2016-December/012601.html Here is one of our cron jobs that keeps track of when it sent an email and also sends the email: 0 12 * * * /opt/rt4/bin/rt-crontool --log=warning --search RT::Search::FromSQL --search-arg ' Queue = "Access Requests" AND Status = "activated" AND ( ( "CF.{Renewal Verified At}" IS NULL AND Created <= "1 year ago" ) OR ( "CF.{Renewal Verified At}" IS NOT NULL AND "CF.{Renewal Verified At}" <= "1 year ago" ) ) AND ( "CF.{Renewal Verification Sent At}" IS NULL OR "CF.{Renewal Verification Sent At}" <= "20 days ago" ) ' --transaction-type Create --transaction last --template "Access Request Renewal Verification" --action RT::Action::MailRequestors --action-arg "" --action RT::Action::ModifyCustomField --action-arg '{ "name": "Renewal Verification Sent At", "operation": "set", "value": "now" }' -m