[rt-users] Reminders

[Gene LeDuc]

Can someone point me to decent documentation on how to use Reminders and 
what they are good for?  I haven't found anything in The Book or the online 
User Manual, and I haven't stumbled across any documentation in the wiki.


Thanks,
Gene


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Security Analyst
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[rt-users] Reminders?

[Gary Oberbrunner]

Hi folks, I'm wondering how Reminders are intended to be used.  I set a
couple, one soon and one far in the future.  I didn't get any email or
notifications for the soon one when it expired; am I supposed to?

And for the future ones, I'd expect RT to only show my "upcoming" reminders,
not the long future ones.  Is that possible?

Also they don't "expire" when they are in the past; is that intentional?  I
guess I just don't know the "best practical" way to use them :-) so any advice
is appreciated.

thanks,

-- 
Gary
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[rt-users] reminders?

[Martin Petersson]

Hello,

I´m following this guide http://requesttracker.wikia.com/wiki/Reminders
I don't understand where to paste the code?
   0 6 * * * root /opt/rt4/bin/rt-crontool \
  --search RT::Search::FromSQL \
  --search-arg 'Type = "reminder" and (Status = "open" or 
Status = "new")' \
  --condition RT::Condition::BeforeDue \
  --condition-arg 2d \
  --action RT::Action::SendEmail \
  --action-arg Owner \
  --transaction first \
  --template 'Reminder due soon'
It´s not in my ordinary crontab, right? Is it in /opt/rt4/bin/rt-crontool? In 
that case, where?

I found this in the file

=head1 NAME

rt-crontool - a tool to act on tickets from an external scheduling tool

=head1 SYNOPSIS

# find all active tickets in the queue 'general' and set their priority to 
99 if they are overdue:
rt-crontool \
  --search RT::Search::ActiveTicketsInQueue  --search-arg general \
  --condition RT::Condition::Overdue \
  --action RT::Action::SetPriority --action-arg 99 \
  --verbose

# Escalate tickets
  rt-crontool \
--search RT::Search::ActiveTicketsInQueue  --search-arg general \
--action RT::Action::EscalatePriority

=head1 DESCRIPTION

This script is a tool to act on tickets from an external scheduling tool, such
as cron.


Med Vänliga Hälsningar/Best Regards

Martin Petersson
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Re: [rt-users] Reminders?

[Jeff Voskamp]

Gary Oberbrunner wrote:

Hi folks, I'm wondering how Reminders are intended to be used.  I set a
couple, one soon and one far in the future.  I didn't get any email or
notifications for the soon one when it expired; am I supposed to?

And for the future ones, I'd expect RT to only show my "upcoming" reminders,
not the long future ones.  Is that possible?

Also they don't "expire" when they are in the past; is that intentional?  I
guess I just don't know the "best practical" way to use them :-) so any advice
is appreciated.

thanks,

  

How does the following attachement work for you?
Tuck it in /local/.../html/Elements/, copy the line for 
HomePageComponents from RT_Config.pm to RT_Site_Config.pm and add 
TwoWeekReminders to the definition.

Restart Apache and Customize "RT at a Glance".

Jeff Voskamp
<&|/Widgets/TitleBox,
title => loc("Reminders due in 2 weeks") &>

% my $i =0;
% while (my $reminder = $reminders->Next) {
% $i++;
% if ($reminder->RefersTo->First) {
% my $ticket= $reminder->RefersTo->First->TargetObj;
<%$reminder->Subject%>

#<%$ticket->id%>: <%$ticket->Subject%>
<%$reminder->OwnerObj->Name %>  <%$reminder->DueObj->Unix >0 ? '• 
'.$reminder->DueObj->AgeAsString : '' |n %>



% }}



<%init>
my $reminders = RT::Tickets->new($session{'CurrentUser'});
$reminders->FromSQL('(Owner = "Nobody" OR Owner = 
"'.$session{'CurrentUser'}->Name.'")' .
' AND Type = "reminder" AND (Status = "new" OR Status = "open") AND Due > 
"1970-01-01" and Due < "2 weeks"'); 
$reminders->OrderBy(FIELD => 'Due', ORDER => 'ASC');

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Re: [rt-users] Reminders?

[Gary Oberbrunner]

Jeff Voskamp wrote:
> How does the following attachement work for you?

Works very well!  Thanks!

-- Gary
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Re: [rt-users] reminders?

[Thomas Sibley]

On 03/07/2012 06:05 AM, Martin Petersson wrote:
> It´s not in my ordinary crontab, right? Is it in
> /opt/rt4/bin/rt-crontool? In that case, where?

rt-crontool is the program you're running; don't modify it.  The line
you pasted from the wiki page is a crontab line.  You put it in
/etc/crontab or an RT specific crontab file.  You could also extract
just the command and turn it into a simple shell script and drop it into
/etc/cron.d/rt.

Please read "man 5 crontab" to learn more about cron.

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[rt-users] Reminders CSS

[Eric O'Brien]

I have been trying to update the CSS for the overdue class so that any reminder 
that is overdue will show with a different background but unfortunately I have 
not been successful so far. Has anyone ever done this before or at least point 
me in the right direction? Thanks.

--
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System Administrator
BioReference Laboratories, Inc.
Phone: 201-791-2600 x 8310
Cell: 551-486-8925
Email: eobr...@bioreference.com
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intended recipient is prohibited and may be unlawful. If you received this in 
error, please contact the sender immediately and delete and destroy the 
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thereof.

[rt-users] Reminders for nobody

[Kenneth Crocker]

To all,


	Awhile back I thought I saw an inquiry about how to get rid of 
reminders that had "Nobody" as the owner. I didn't see any resolutions 
on that. Did someone come up with one? I have, but I don't want to be 
redundant.



Kenn
LBNL
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[rt-users] reminders for tickets

[Jay Vlavianos]

Title: reminders for tickets






Greetings.  I dropped this one in here a couple days ago to no response. Thought I would try again, as I cant imagine that I am the only person who wants to have people reminded that they have tickets J

I am running rt-remind.pm (modified for local install) seems to fail on the following 4 lines (on other overlays?) when I run it from the command line.   Has anyone experienced this before?

Errors:

"my" variable $id masks earlier declaration in same scope at RT/CustomField_Overlay.pm line 879.

"my" variable $id masks earlier declaration in same scope at RT/CustomField_Overlay.pm line 914.

"my" variable $msg masks earlier declaration in same scope at RT/Ticket_Overlay.pm line 3021.

"my" variable $groupmembers masks earlier declaration in same scope at RT/Tickets_Overlay.pm line 921.

Thanks,

-Jay


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[rt-users] Reminders Mason code

[Andrew Elwell]

Hi Folks,

I have just upgraded from a .deb version of 3.4.4 to the 3.6.0 tarball

I notice in the "Reminders" section of tickets I see

Due (/mm/dd): (text entry box OK)
then there is a hyperlink to some raw mason code

<% loc("Choose a date") %>


Any ideas what I'm missing?

Andrew

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[rt-users] Reminders in 3.6?

[Mike Dent]

Hi,
I've just upgraded to 3.6.3 from 3.4.1. I notice the new reminders feature.

How is this supposed to work or be used?

I tried setting a reminder for 6 months to remind me to call a
customer. This then appears on the "RT at a glance" page. I assume if
I add 20 more reminders for several
months down the line then each of these will appear on this screen.

Is it possible to have them appear on the front screen only a day, or
a predefined time before the reminder date?

Thanks
Mike
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Re: [rt-users] Reminders for nobody

[Dirk Pape]

Hello,

--Am 10. Oktober 2007 11:41:15 -0700 schrieb Kenneth Crocker 
<[EMAIL PROTECTED]>:



Awhile back I thought I saw an inquiry about how to get rid of reminders
that had "Nobody" as the owner. I didn't see any resolutions on that. Did
someone come up with one? I have, but I don't want to be redundant.


I also asked this and have been confirmed that it is a bug. I would like to 
see your resolution.


Regards,
Dirk.

--
Dr. Dirk Pape (eAS - Projektleitung Campus Management)
Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654

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Re: [rt-users] Reminders for nobody

[Kenneth Crocker]

Dirk,


	Sure. I used RT Query to pull tickets from a queue and then used the 
advanced module to add "AND TYPE = 'reminder'". The results showed all 
reminders, including the ones that belonged to "Nobody'. I selected Bulk 
Update and unchecked the reminders I didn't want updated and then 
selected to update the status to "resolved' and hit update. All 
reminders with nobody were resolved. I could now enter a good reminder 
with an owner. It's not a patch, just a method. Hope it helps.



Kenn
LBNL

On 10/10/2007 10:36 PM, Dirk Pape wrote:

Hello,

--Am 10. Oktober 2007 11:41:15 -0700 schrieb Kenneth Crocker 
<[EMAIL PROTECTED]>:


Awhile back I thought I saw an inquiry about how to get rid of 
reminders

that had "Nobody" as the owner. I didn't see any resolutions on that. Did
someone come up with one? I have, but I don't want to be redundant.


I also asked this and have been confirmed that it is a bug. I would like 
to see your resolution.


Regards,
Dirk.


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Re: [rt-users] reminders for tickets

[Drew Barnes]

You're redefining variables that are already defined.  Does the 
unmodified for local install version of rt-remind.pm work?  If so, you 
botched the mods on your local.



Jay Vlavianos wrote:


Greetings.  I dropped this one in here a couple days ago to no 
response. Thought I would try again, as I cant imagine that I am the 
only person who wants to have people reminded that they have tickets J


I am running rt-remind.pm (modified for local install) seems to fail 
on the following 4 lines (on other overlays?) when I run it from the 
command line.   Has anyone experienced this before?


Errors:

"my" variable $id masks earlier declaration in same scope at 
RT/CustomField_Overlay.pm line 879.


"my" variable $id masks earlier declaration in same scope at 
RT/CustomField_Overlay.pm line 914.


"my" variable $msg masks earlier declaration in same scope at 
RT/Ticket_Overlay.pm line 3021.


"my" variable $groupmembers masks earlier declaration in same scope at 
RT/Tickets_Overlay.pm line 921.


Thanks,

-Jay



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Re: [rt-users] Reminders Mason code

[Andrew Elwell]

On Fri, 2006-06-16 at 08:23 +0100, Andrew Elwell wrote:
> Any ideas what I'm missing?
OK - Hate following up my own posts - looks like webmux.pl got stamped
upon by an older version. Bah.


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Re: [rt-users] Reminders in 3.6?

[Andrew Redman]

Mike -

The query that finds reminders is located near the end of 
rt3/share/html/Elements/MyReminders. You can copy that to 
rt3/local/html/Elements and modify it, and I assume that with a little 
bit of creative query writing you could get what you want.


Hope that helps,
- Andrew Redman

Mike Dent wrote:

Hi,
I've just upgraded to 3.6.3 from 3.4.1. I notice the new reminders 
feature.


How is this supposed to work or be used?

I tried setting a reminder for 6 months to remind me to call a
customer. This then appears on the "RT at a glance" page. I assume if
I add 20 more reminders for several
months down the line then each of these will appear on this screen.

Is it possible to have them appear on the front screen only a day, or
a predefined time before the reminder date?

Thanks
Mike
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AW: [rt-users] Reminders in 3.6?

[Ham MI-ID, Torsten Brumm]

Hi mike,
Have a look to the new rtx-calender on cpan, its nice. You cab remove the 
reminder window from your front screen and add the calender there. It giving 
you all the reminders and tickets with on on due date for on on week. Its a 
nice solution.

T.

-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: RT Users 
Sent: Thu May 03 21:07:55 2007
Subject: [rt-users] Reminders in 3.6?

Hi,
I've just upgraded to 3.6.3 from 3.4.1. I notice the new reminders feature.

How is this supposed to work or be used?

I tried setting a reminder for 6 months to remind me to call a
customer. This then appears on the "RT at a glance" page. I assume if
I add 20 more reminders for several
months down the line then each of these will appear on this screen.

Is it possible to have them appear on the front screen only a day, or
a predefined time before the reminder date?

Thanks
Mike
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Re: AW: [rt-users] Reminders in 3.6?

[Jon Daley]

On Fri, 4 May 2007, Ham MI-ID, Torsten Brumm wrote:
Have a look to the new rtx-calender on cpan, its nice. You cab remove 
the reminder window from your front screen and add the calender there. 
It giving you all the reminders and tickets with on on due date for on 
on week. Its a nice solution.


	Very nice.  However, I can't see how to add it to my front page. 
I only see it under the Tickets tab.  How do I do that?

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[rt-users] Reminders in a dedicated queue.

[Taan Lindemans]

I was wondering if this was the best way to do things:

I have one queue where a group of users are notified on all new, 
modified or resolved tickets. However I don't want them notified on new 
or resolved reminders (which are placed in the same queue). I modified 
Reminders.pm and made sure all reminders are created in a new 
"Reminders" queue which has no scrips enabled. This works but I have the 
feeling there should be a better way?


Any suggestions?
Taan
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[rt-users] Reminders need explanation for checkbox (patch)

[Jo Rhett]

The Reminders page has checkboxes which are used to delete old  
reminders.  This is the same logic as used throughout all of the  
pages, but apparently some users need reminders of this.  The  
following patch solves that problem.   Please consider for 3.8.3.

--- html/Ticket/Elements/Reminders_orig 2009-04-27 09:24:31.0  
-0700
+++ html/Ticket/Elements/Reminders  2009-04-27 09:37:31.0  
-0700
@@ -115,6 +115,7 @@
  <& SELF:ShowEntry, Reminder => $reminder, Ticket => $Ticket &>
  %   }
  % }
+<&|/l&>(Check box to delete)
  
  
  <&|/l&>New reminder:

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness



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[rt-users] Reminders still showing when ticket resolved

[Kenneth Crocker]

To list,

I sent this earlier and got no response, so sending it again but with
snapshots:
I'm on 3.8.7 and just noticed that when I select a due date for a reminder
(either entering directly or using the "calendar") it always ends up as
30-Nov-1999.
I also noticed that when I resolve the ticket, the reminder stays open.
Has anyone else noticed this? Does anyone have a fix or have I set something
wrong?
Thanks.




The ticket status shows resolved, but the reminders remain unchanged ANd
show in the Home page.

Help anyone!??

Kenn
LBNL
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AW: Re: AW: [rt-users] Reminders in 3.6?

[Ham MI-ID, Torsten Brumm]

Have you added it to the rt_siteconfig.pm? Like described at the readme? If 
yes, go and edit your rt at on on glance page.

-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: rt-users@lists.bestpractical.com 
Sent: Sat May 05 20:25:15 2007
Subject: Re: AW: [rt-users] Reminders in 3.6?

On Fri, 4 May 2007, Ham MI-ID, Torsten Brumm wrote:
> Have a look to the new rtx-calender on cpan, its nice. You cab remove 
> the reminder window from your front screen and add the calender there. 
> It giving you all the reminders and tickets with on on due date for on 
> on week. Its a nice solution.

Very nice.  However, I can't see how to add it to my front page. 
I only see it under the Tickets tab.  How do I do that?
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Re: [rt-users] Reminders in a dedicated queue.

[Jason A. Diegmueller]

On Mon, 14 May 2007, Taan Lindemans wrote:


I was wondering if this was the best way to do things:

I have one queue where a group of users are notified on all new, modified or 
resolved tickets. However I don't want them notified on new or resolved 
reminders (which are placed in the same queue). I modified Reminders.pm and 
made sure all reminders are created in a new "Reminders" queue which has no 
scrips enabled. This works but I have the feeling there should be a better 
way?


I don't use Reminders in my RT instance, but what about modifying your 
scrips to only fire if the ticket Type='ticket'.  This would preclude 
including tickets of type='reminder'.


-jd
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[rt-users] Reminders not visible in My Reminders

[kjcsb]

Since upgrading to RT 4.2.6 users can no longer see their reminders in the
My Reminders section of the At a Glance page. The reminder is visible on the
original ticket and has an owner and a due date. Any suggestions on how to
debug this issue further?

-- 
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Re: AW: Re: AW: [rt-users] Reminders in 3.6?

[Jon Daley]

Ah, missed that (the config entry).  Much better now.  Thanks.

On Sat, 5 May 2007, Ham MI-ID, Torsten Brumm wrote:
Have you added it to the rt_siteconfig.pm? Like described at the readme? 
If yes, go and edit your rt at on on glance page.


-Original Message-
From: [EMAIL PROTECTED]
To: rt-users@lists.bestpractical.com
Sent: Sat May 05 20:25:15 2007
Subject: Re: AW: [rt-users] Reminders in 3.6?

On Fri, 4 May 2007, Ham MI-ID, Torsten Brumm wrote:

Have a look to the new rtx-calender on cpan, its nice. You cab remove
the reminder window from your front screen and add the calender there.
It giving you all the reminders and tickets with on on due date for on
on week. Its a nice solution.


Very nice.  However, I can't see how to add it to my front page.
I only see it under the Tickets tab.  How do I do that?

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Re: [rt-users] Reminders not visible in My Reminders

[Kevin Falcone]

On Fri, Sep 19, 2014 at 06:33:15AM +1200, kjcsb wrote:
> Since upgrading to RT 4.2.6 users can no longer see their reminders in the
> My Reminders section of the At a Glance page. The reminder is visible on the
> original ticket and has an owner and a due date. Any suggestions on how to
> debug this issue further?

Do you use custom statuses in that Queue /Custom Lifecycle?

You should go to a ticket page, get the id of a reminder that is on a
ticket and look at:
That reminder record in the Tickets table.
Links records pointing to/from that reminder ticket.

-kevin


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[rt-users] Reminders still open after a ticket is closed

[Jim Tambling]

If I set a reminder for a ticket, after the ticket is resolved the
reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?

 

Regards

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Re: [rt-users] Reminders still open after a ticket is closed

[Roedel, Mark]

Looks to me like
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders
<http://wiki.bestpractical.com/view/OnQueueChangeFixReminders>  should
get you most of the way there as a jumping-off point.  Obviously, you'd
change the scrip condition to "On Resolve" and you'd use a
$ticket->SetStatus('resolved') call in place of the
$Ticket->SetQueue($queue) in the while loop...

 

--

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau University

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jim
Tambling
Sent: Tuesday, February 10, 2009 4:37 PM
To: rt-us...@bestpractical.com
Subject: [rt-users] Reminders still open after a ticket is closed

 

If I set a reminder for a ticket, after the ticket is resolved the
reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?

 

Regards

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Re: [rt-users] Reminders still open after a ticket is closed

[Jim Tambling]

Thanks Mark

 

I tried that but it doesn't seem to work. Here's the code I put in the
scrip;

 

my $tickets = new RT::Tickets(RT->SystemUser)

my $id = $self->TicketObj->id;

my $queue = $self->TicketObj->QueueObj->Name;

 

return 1 unless (defined($id)); # Can this be undefined?

 

 $tickets->FromSQL('Type = "reminder" AND RefersTo="'.$id.'"');

 while (my $ticket = $tickets->Next) {

 $RT::Logger->info("Closing associated reminder");

 $ticket->SetStatus("resolved"); 

}

 return 1; 

 

 

I have zero knowledge of  perl so I don't know if this is correct.

 

Regards

 

-Original Message-
From: Roedel, Mark [mailto:markroe...@letu.edu] 
Sent: 10 February 2009 23:04
To: Jim Tambling; rt-us...@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is closed

 

Looks to me like
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders
<http://wiki.bestpractical.com/view/OnQueueChangeFixReminders>  should
get you most of the way there as a jumping-off point.  Obviously, you'd
change the scrip condition to "On Resolve" and you'd use a
$ticket->SetStatus('resolved') call in place of the
$Ticket->SetQueue($queue) in the while loop...

 

--

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau University

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jim
Tambling
Sent: Tuesday, February 10, 2009 4:37 PM
To: rt-us...@bestpractical.com
Subject: [rt-users] Reminders still open after a ticket is closed

 

If I set a reminder for a ticket, after the ticket is resolved the
reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?

 

Regards

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Re: [rt-users] Reminders still open after a ticket is closed

[Roedel, Mark]

That part of it looks OK to me.

 

I recently had a problem with a similarly-structured scrip that didn't
seem to be firing.  It turned out to be because I'd left the "Custom
Action Preparation Code" field blank.  When I put a "return 1;" into
that field, it started behaving as expected.

 

 

--

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau University

 

From: Jim Tambling [mailto:jim.tambl...@datatote.co.uk] 
Sent: Wednesday, February 11, 2009 4:36 PM
To: Roedel, Mark; rt-us...@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is closed

 

Thanks Mark

 

I tried that but it doesn't seem to work. Here's the code I put in the
scrip;

 

my $tickets = new RT::Tickets(RT->SystemUser)

my $id = $self->TicketObj->id;

my $queue = $self->TicketObj->QueueObj->Name;

 

return 1 unless (defined($id)); # Can this be undefined?

 

 $tickets->FromSQL('Type = "reminder" AND RefersTo="'.$id.'"');

 while (my $ticket = $tickets->Next) {

 $RT::Logger->info("Closing associated reminder");

 $ticket->SetStatus("resolved"); 

}

 return 1; 

 

 

I have zero knowledge of  perl so I don't know if this is correct.

 

Regards

 

-Original Message-
From: Roedel, Mark [mailto:markroe...@letu.edu] 
Sent: 10 February 2009 23:04
To: Jim Tambling; rt-us...@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is closed

 

Looks to me like
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders
<http://wiki.bestpractical.com/view/OnQueueChangeFixReminders>  should
get you most of the way there as a jumping-off point.  Obviously, you'd
change the scrip condition to "On Resolve" and you'd use a
$ticket->SetStatus('resolved') call in place of the
$Ticket->SetQueue($queue) in the while loop...

 

--

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau University

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jim
Tambling
Sent: Tuesday, February 10, 2009 4:37 PM
To: rt-us...@bestpractical.com
Subject: [rt-users] Reminders still open after a ticket is closed

 

If I set a reminder for a ticket, after the ticket is resolved the
reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?

 

Regards




Spam
<http://antispam.letu.edu/canit/b.php?i=29100855&m=be36942b459f&c=s> 
Not spam
<http://antispam.letu.edu/canit/b.php?i=29100855&m=be36942b459f&c=n> 
Forget previous vote
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Re: [rt-users] Reminders still open after a ticket is closed

[Jim Tambling]

Thanks Mark,
 
Tried that but it still doesn't work. Will try it next week when we
upgrade to 3.8.2.
 
Regards, Jim

-Original Message-
From: Roedel, Mark [mailto:markroe...@letu.edu] 
Sent: 12 February 2009 18:09
To: Jim Tambling; rt-us...@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is
closed



That part of it looks OK to me.

 

I recently had a problem with a similarly-structured scrip that
didn't seem to be firing.  It turned out to be because I'd left the
"Custom Action Preparation Code" field blank.  When I put a "return 1;"
into that field, it started behaving as expected.

 

 

--

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau University

 

From: Jim Tambling [mailto:jim.tambl...@datatote.co.uk] 
Sent: Wednesday, February 11, 2009 4:36 PM
To: Roedel, Mark; rt-us...@bestpractical.com
    Subject: RE: [rt-users] Reminders still open after a ticket is
closed

 

Thanks Mark

 

I tried that but it doesn't seem to work. Here's the code I put
in the scrip;

 

my $tickets = new RT::Tickets(RT->SystemUser)

my $id = $self->TicketObj->id;

my $queue = $self->TicketObj->QueueObj->Name;

 

return 1 unless (defined($id)); # Can this be undefined?

 

 $tickets->FromSQL('Type = "reminder" AND RefersTo="'.$id.'"');

 while (my $ticket = $tickets->Next) {

 $RT::Logger->info("Closing associated reminder");

 $ticket->SetStatus("resolved"); 

}

 return 1; 

 

 

I have zero knowledge of  perl so I don't know if this is
correct.

 

Regards

 

-Original Message-
From: Roedel, Mark [mailto:markroe...@letu.edu] 
Sent: 10 February 2009 23:04
To: Jim Tambling; rt-us...@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is
closed

 

Looks to me like
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders
<http://wiki.bestpractical.com/view/OnQueueChangeFixReminders>  should
get you most of the way there as a jumping-off point.  Obviously, you'd
change the scrip condition to "On Resolve" and you'd use a
$ticket->SetStatus('resolved') call in place of the
$Ticket->SetQueue($queue) in the while loop...

 

--

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau University

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jim
Tambling
Sent: Tuesday, February 10, 2009 4:37 PM
To: rt-us...@bestpractical.com
Subject: [rt-users] Reminders still open after a ticket is
closed

 

If I set a reminder for a ticket, after the ticket is resolved
the reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?

 

Regards






Spam
<http://antispam.letu.edu/canit/b.php?i=29100855&m=be36942b459f&c=s> 
Not spam
<http://antispam.letu.edu/canit/b.php?i=29100855&m=be36942b459f&c=n> 
Forget previous vote
<http://antispam.letu.edu/canit/b.php?i=29100855&m=be36942b459f&c=f> 

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[rt-users] Reminders are setting off one of my OnCreate Scrips

[Kyle McKinley]

Hello,

So I have queue "turnup" that has a scrip OnCreate>NotifyCCs.  I just 
started playing around with Reminders.  They create a new ticket in that 
queue, but oddly enough, don't show up in the RT at a Glance 
SavedSearch, where they actually should according to my parameters 
(Queue= Turnup AND Status NOT Resolved.)  Which is fine because I don't 
want them there.  The problem is that my CCs are getting emailed 
something that is totally unrelated to what the Template was created for 
ie. notifying my CCs of a new customer for Turnup.  I only want the 
Owner of the reminder to receive an email.  Is there any was around this 
issue?  I can't seem to find anything related in the archives.  BTW, 
this is my first post here.

Running RT 3.8.2

-- 
Sincerely,

Kyle McKinley
Network Operations
123Net
Direct: 248.228.8207
Fax: 248.264.2805
k...@123.net
www.123.net


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Re: [rt-users] Reminders are setting off one of my OnCreate Scrips

[Nick Kartsioukas]

On Fri, 04 Dec 2009 12:53:00 -0500, "Kyle McKinley"  said:
> So I have queue "turnup" that has a scrip OnCreate>NotifyCCs.  I just 
> started playing around with Reminders.  They create a new ticket in that 
> queue, but oddly enough, don't show up in the RT at a Glance 
> SavedSearch, where they actually should according to my parameters 
> (Queue= Turnup AND Status NOT Resolved.)  Which is fine because I don't 
> want them there.  The problem is that my CCs are getting emailed 
> something that is totally unrelated to what the Template was created for 
> ie. notifying my CCs of a new customer for Turnup.  I only want the 
> Owner of the reminder to receive an email.  Is there any was around this 
> issue?  I can't seem to find anything related in the archives.  BTW, 
> this is my first post here.

So, you want CCs to be notified when a normal ticket is created, but not
when a reminder is created?
I think you'll need to set a custom condition for the OnCreate NotifyCCs
scrip, something that will trigger when the transaction type is Create
and the ticket type is not reminder.

I'm-not-yet-fully-awake-so-check-my-work-first maybe-working code
follows:
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
return 0 unless $trans->Type == 'Create';
return 0 unless $ticket->Type != 'reminder';
return 1;
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Re: [rt-users] Reminders are setting off one of my OnCreate Scrips *RESOLVED

[Kyle McKinley]

Nick,

That seems to have done the trick.  I didn't realize that their were 
ticket "types."  Thanks for the quick response!

Sincerely,

Kyle McKinley
Network Operations
123Net
Direct: 248.228.8207
Fax: 248.264.2805
k...@123.net
www.123.net




Nick Kartsioukas wrote:
> On Fri, 04 Dec 2009 12:53:00 -0500, "Kyle McKinley"  said:
>   
>> So I have queue "turnup" that has a scrip OnCreate>NotifyCCs.  I just 
>> started playing around with Reminders.  They create a new ticket in that 
>> queue, but oddly enough, don't show up in the RT at a Glance 
>> SavedSearch, where they actually should according to my parameters 
>> (Queue= Turnup AND Status NOT Resolved.)  Which is fine because I don't 
>> want them there.  The problem is that my CCs are getting emailed 
>> something that is totally unrelated to what the Template was created for 
>> ie. notifying my CCs of a new customer for Turnup.  I only want the 
>> Owner of the reminder to receive an email.  Is there any was around this 
>> issue?  I can't seem to find anything related in the archives.  BTW, 
>> this is my first post here.
>> 
>
> So, you want CCs to be notified when a normal ticket is created, but not
> when a reminder is created?
> I think you'll need to set a custom condition for the OnCreate NotifyCCs
> scrip, something that will trigger when the transaction type is Create
> and the ticket type is not reminder.
>
> I'm-not-yet-fully-awake-so-check-my-work-first maybe-working code
> follows:
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> return 0 unless $trans->Type == 'Create';
> return 0 unless $ticket->Type != 'reminder';
> return 1;
>
>   
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[rt-users] Reminders: What are they, can they (or something else in RT) be made to do this?

[Faith Senie]

I have looked through the Wiki and anything else I could find for full  
documentation of the purpose of the "Reminders" tickets, and I haven't  
found anything other than explanations of how to deal with problems  
with them (details of how to make them go away when the ticket they're  
based on is closed out, etc.).  So can someone explain what the major  
purpose of the Reminders tickets is?

Also, the functionality we were trying to achieve with them is the  
following, which they clearly don't do.  How do we do this?  We'd like  
to have a mechanism by which we can set a trigger in a ticket that  
will send the owner an email on a specified date that says, "There's  
something you need to do with this ticket today".  It is not  
sufficient for it to put up a notice on the RT main page, as we don't  
normally open RT unless there's a new ticket or we're explicitly  
updating an existing one -- it must send email to the owner.  We don't  
want anything before the specified date, we want it on the specified  
date.  A one-time email on that date is sufficient.  Can Reminders be  
updated to do this, or is there another mechanism we could use to do  
this?

Thanks,
Faith

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Re: [rt-users] Reminders: What are they, can they (or something else in RT) be made to do this?

[Ken Crocker]

Faith,

I may be wrong, but my understanding of RT tickets (any ticket) is 
that unless there is a transaction being executed for it, it will not 
just arbitrarily know to send off a notice to someone. TO do that, you 
need to create a cron job that will run thru the RT Ticket Tabler and 
examine the tickets and based on appropriate conditions, send out a 
notice. At that point, your "Reminder" tickets are really extraneous. 
Reminder tickets will only help someone who is using RT online. So, if 
your purpose in having Reminders is for the Email notice, you need not 
bother. You can examine the base ticket and find all the conditions 
needed for that cron job. Hope this helps.

Kenn
LBNL

On 6/8/2009 7:16 AM, Faith Senie wrote:
> I have looked through the Wiki and anything else I could find for full  
> documentation of the purpose of the "Reminders" tickets, and I haven't  
> found anything other than explanations of how to deal with problems  
> with them (details of how to make them go away when the ticket they're  
> based on is closed out, etc.).  So can someone explain what the major  
> purpose of the Reminders tickets is?
>
> Also, the functionality we were trying to achieve with them is the  
> following, which they clearly don't do.  How do we do this?  We'd like  
> to have a mechanism by which we can set a trigger in a ticket that  
> will send the owner an email on a specified date that says, "There's  
> something you need to do with this ticket today".  It is not  
> sufficient for it to put up a notice on the RT main page, as we don't  
> normally open RT unless there's a new ticket or we're explicitly  
> updating an existing one -- it must send email to the owner.  We don't  
> want anything before the specified date, we want it on the specified  
> date.  A one-time email on that date is sufficient.  Can Reminders be  
> updated to do this, or is there another mechanism we could use to do  
> this?
>
> Thanks,
> Faith
>
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Re: [rt-users] Reminders: What are they, can they (or something else in RT) be made to do this?

[Kevin Falcone]

On Jun 8, 2009, at 10:16 AM, Faith Senie wrote:

> I have looked through the Wiki and anything else I could find for full
> documentation of the purpose of the "Reminders" tickets, and I haven't
> found anything other than explanations of how to deal with problems
> with them (details of how to make them go away when the ticket they're
> based on is closed out, etc.).  So can someone explain what the major
> purpose of the Reminders tickets is?
>
> Also, the functionality we were trying to achieve with them is the
> following, which they clearly don't do.  How do we do this?  We'd like
> to have a mechanism by which we can set a trigger in a ticket that
> will send the owner an email on a specified date that says, "There's
> something you need to do with this ticket today".  It is not
> sufficient for it to put up a notice on the RT main page, as we don't
> normally open RT unless there's a new ticket or we're explicitly
> updating an existing one -- it must send email to the owner.  We don't
> want anything before the specified date, we want it on the specified
> date.  A one-time email on that date is sufficient.  Can Reminders be
> updated to do this, or is there another mechanism we could use to do
> this?

Try creating a dashboard with a search of Type = 'reminder' and Due =  
'today'
and create a subscription to the dashboard

-kevin
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Re: [rt-users] Reminders: What are they, can they (or something else in RT) be made to do this?

[Jo Rhett]

On Jun 8, 2009, at 11:14 AM, Kevin Falcone wrote:
> Try creating a dashboard with a search of Type = 'reminder' and Due =
> 'today'
> and create a subscription to the dashboard


Huh?  This made perfect sense to me until I tried to create this  
query.  If anyone else tries to do this, set your Due field in the  
query, then switch to Advanced and add "AND Type = 'reminder' " to it  
by hand, then save the query and build a dashboard from it.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness



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