[rt-users] Auto-open Resolved Ticket
Hi, IS there a functionality on RT that can do this? - 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. Thanks! Roehl ___ 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
[rt-users] Auto-open Resolved Ticket
Thank you for the advise Toby.
Though I really do not have an idea on how to fire "On Status Change"
I plan to use it on a cron job in Perl as suggested earlier. If there's a
way to run the "On Status Change" scrip on cron job, that will be good. If
not, I need to check other methods.
#!/usr/bin/perl
my $cmd = '/usr/bin/rt list ';
my $qry = $cmd . qq/\"priority = '199' AND due <= 'today'\"/;
my @res = `$qry`;
for (@res) {
chomp;
my $tic_sub = `/bin/echo $_ | /bin/cut -f2 -d":"`;
my $tic_num = `/bin/echo $_ | /bin/cut -f1 -d":"`;
system ("/usr/bin/rt edit 'ticket/$tic_num' set status=open");
# put here how to fire up on Status Change Scrip
}
Date: Mon, 27 Jul 2009 17:30:50 +0100
From: Toby Darling
Subject: Re: [rt-users] Auto-open Resolved Ticket
To: "rt-users@lists.bestpractical.com"
Message-ID:
Content-Type: text/plain; charset="us-ascii"
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
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
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 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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Re: [rt-users] Auto-open Resolved Ticket
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" 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 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.
>
>
>
> ___
> 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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Re: [rt-users] Auto-open Resolved Ticket
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 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. ___ 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
Re: [rt-users] Auto-open Resolved Ticket
> 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 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. ___ 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
