Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets
--- On Mon, 1/31/11, Kevin Falcone falc...@bestpractical.com wrote: From: Kevin Falcone falc...@bestpractical.com Subject: Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets To: rt-users@lists.bestpractical.com Date: Monday, January 31, 2011, 9:45 AM On Mon, Jan 31, 2011 at 08:39:47AM -0800, Joseph Spenner wrote: --- On Fri, 1/28/11, Kenneth Crocker kfcroc...@lbl.gov wrote: From: Kenneth Crocker kfcroc...@lbl.gov Subject: Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets To: rt-users@lists.bestpractical.com Date: Friday, January 28, 2011, 11:00 AM Joseph, If you're on 3.8.x, this can be done using Dashboards. Kenn LBNL Kenneth: This appears to work pretty good. Do you know if there's a way to set this up in a global way, such that a daily reminder could be sent to all users about their own unresolved tickets?
Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets
Joseph, Unfortunately, I haven't set up a Global Dashboard. But after looking over the options, I don't think you can create a single Global Dashboard to send a Daily Reminder report without that report including everyone's tickets for everyone to see. What I did was go to each Queue Manager and ask them if they wanted such a reminder report and set up a dashboard for them (only). That has worked well for us. Sorry. Kenn LBNL On Thu, Feb 3, 2011 at 10:05 AM, Joseph Spenner joseph85...@yahoo.comwrote: --- On Mon, 1/31/11, Kevin Falcone falc...@bestpractical.com wrote: From: Kevin Falcone falc...@bestpractical.com Subject: Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets To: rt-users@lists.bestpractical.com Date: Monday, January 31, 2011, 9:45 AM On Mon, Jan 31, 2011 at 08:39:47AM -0800, Joseph Spenner wrote: --- On Fri, 1/28/11, Kenneth Crocker kfcroc...@lbl.gov wrote: From: Kenneth Crocker kfcroc...@lbl.gov Subject: Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets To: rt-users@lists.bestpractical.com Date: Friday, January 28, 2011, 11:00 AM Joseph, If you're on 3.8.x, this can be done using Dashboards. Kenn LBNL Kenneth: This appears to work pretty good. Do you know if there's a way to set this up in a global way, such that a daily reminder could be sent to all users about their own unresolved tickets?
Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets
--- On Fri, 1/28/11, Kenneth Crocker kfcroc...@lbl.gov wrote: From: Kenneth Crocker kfcroc...@lbl.gov Subject: Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets To: rt-users@lists.bestpractical.com Date: Friday, January 28, 2011, 11:00 AM Joseph, If you're on 3.8.x, this can be done using Dashboards. Kenn LBNL Kenneth: Thanks for the tip. I've been playing with it a bit, but I never get the notification. My dashboard looks like this: http://img825.imageshack.us/img825/4595/dashboardo.png From the setup above, I suspect I should get a daily list of new and open tickets at 18:00 GMT. (technically it's new OR open, but the search does return both new and open tickets) If I go to manage my Dashboard, and click on the Name: ticket reminder, I do get the list of new and open tickets. Is there maybe some global permission preventing me from performing this?
Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets
On Mon, Jan 31, 2011 at 08:39:47AM -0800, Joseph Spenner wrote: --- On Fri, 1/28/11, Kenneth Crocker kfcroc...@lbl.gov wrote: From: Kenneth Crocker kfcroc...@lbl.gov Subject: Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets To: rt-users@lists.bestpractical.com Date: Friday, January 28, 2011, 11:00 AM Joseph, If you're on 3.8.x, this can be done using Dashboards. Kenn LBNL Kenneth: Thanks for the tip. I've been playing with it a bit, but I never get the notification. My dashboard looks like this: http://img825.imageshack.us/img825/4595/dashboardo.png From the setup above, I suspect I should get a daily list of new and open tickets at 18:00 GMT. (technically it's new OR open, but the search does return both new and open tickets) If I go to manage my Dashboard, and click on the Name: ticket reminder, I do get the list of new and open tickets. Is there maybe some global permission preventing me from performing this? Did you install the cronjob as documented in README? -kevin pgpIwZas3x5MH.pgp Description: PGP signature
Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets
On 31 Jan 2011 11:39, Joseph Spenner wrote: Kenneth: Thanks for the tip. I've been playing with it a bit, but I never get the notification. My dashboard looks like this: http://img825.imageshack.us/img825/4595/dashboardo.png From the setup above, I suspect I should get a daily list of new and open tickets at 18:00 GMT. (technically it's new OR open, but the search does return both new and open tickets) If I go to manage my Dashboard, and click on the Name: ticket reminder, I do get the list of new and open tickets. Is there maybe some global permission preventing me from performing this? Do you have sbin/rt-email-dashboards setup in your crontab? Thomas
Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets
--- On Mon, 1/31/11, Kevin Falcone falc...@bestpractical.com wrote: http://img825.imageshack.us/img825/4595/dashboardo.png From the setup above, I suspect I should get a daily list of new and open tickets at 18:00 GMT. (technically it's new OR open, but the search does return both new and open tickets) If I go to manage my Dashboard, and click on the Name: ticket reminder, I do get the list of new and open tickets. Is there maybe some global permission preventing me from performing this? Did you install the cronjob as documented in README? -kevin Sorry! I did not see that part. I was using the following link/pdf: http://bestpractical.typepad.com/files/dashboard-notifications-a-quick-introduction-3.pdf referenced in: http://blog.bestpractical.com/page/3/ Which did not mention the cron part, but I see that it's mentioned in the original documentation as part of the setup. Thanks for the update though. It worked. Looks like I'm all set now!
Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets
On Mon, Jan 31, 2011 at 10:24:22AM -0800, Joseph Spenner wrote: --- On Mon, 1/31/11, Kevin Falcone falc...@bestpractical.com wrote: http://img825.imageshack.us/img825/4595/dashboardo.png From the setup above, I suspect I should get a daily list of new and open tickets at 18:00 GMT. (technically it's new OR open, but the search does return both new and open tickets) If I go to manage my Dashboard, and click on the Name: ticket reminder, I do get the list of new and open tickets. Is there maybe some global permission preventing me from performing this? Did you install the cronjob as documented in README? -kevin Sorry! I did not see that part. I was using the following link/pdf: http://bestpractical.typepad.com/files/dashboard-notifications-a-quick-introduction-3.pdf referenced in: http://blog.bestpractical.com/page/3/ Which did not mention the cron part, but I see that it's mentioned in the original documentation as part of the setup. Thanks for the update though. It worked. Looks like I'm all set now! I believe that document assumes that all the installation directions were followed, especially since it is more of a User doc than an Admin doc. -kevin pgp3HK1fx0DIS.pgp Description: PGP signature
[rt-users] scripts for daily notifications for unassigned and unresolved tickets
When I used RT2, I had 2 perl scripts I ran daily from cron which gave status on tickets: 1) sent a list of unassigned tickets to certain people I defined. 2) sent a reminder to people with unresolved tickets, with their ticket numbers. Do similar scripts exist somewhere for RT3? Thanks!
Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets
Joseph, If you're on 3.8.x, this can be done using Dashboards. Kenn LBNL On Fri, Jan 28, 2011 at 8:10 AM, Joseph Spenner joseph85...@yahoo.comwrote: When I used RT2, I had 2 perl scripts I ran daily from cron which gave status on tickets: 1) sent a list of unassigned tickets to certain people I defined. 2) sent a reminder to people with unresolved tickets, with their ticket numbers. Do similar scripts exist somewhere for RT3? Thanks!
Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets
HEllo, From RT wiki : Email reminders - DueDateRemindersByEmailhttp://requesttracker.wikia.com/wiki/DueDateRemindersByEmail- A script (to be run daily) that sends email notifications for expired tickets to owners and Queues/Tickets AdminCChttp://requesttracker.wikia.com/wiki/AdminCC - rt-remind http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ - Stick this in your crontab to send out reminders about open tickets. - rtReminderMails http://requesttracker.wikia.com/wiki/RtReminderMails- Cronscript that sends mails about reminders that are due in the next two days to the ticket and reminder owners. - rtUnifiedreminderhttp://requesttracker.wikia.com/wiki/RtUnifiedreminder- All the other reminder scripts are based on StartDatehttp://requesttracker.wikia.com/index.php?title=StartDateaction=editredlink=1, DueDate http://requesttracker.wikia.com/wiki/DueDate or Priority but not all organizations make use of those fields. Also, all the other scripts only send plaintext email to the ticket owner. This script sends one HTML mail (so you can click the tickets and links to RT searches) that lists all tickets that seem to be getting too old without being touched. Too old is based on LastUpdatedhttp://requesttracker.wikia.com/index.php?title=LastUpdatedaction=editredlink=1field, with the amount of time configurable for New, Open and Stalled tickets. Minifab 2011/1/28 Joseph Spenner joseph85...@yahoo.com When I used RT2, I had 2 perl scripts I ran daily from cron which gave status on tickets: 1) sent a list of unassigned tickets to certain people I defined. 2) sent a reminder to people with unresolved tickets, with their ticket numbers. Do similar scripts exist somewhere for RT3? Thanks!
