Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets

2011-02-03 Thread Kenneth Crocker 
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 wrote:

> --- On Mon, 1/31/11, Kevin Falcone  wrote:
>
> > From: Kevin Falcone 
> > 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
> > 
> > wrote:
> > >
> > >  From: Kenneth Crocker 
> > >  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

2011-02-03 Thread Joseph Spenner 
--- On Mon, 1/31/11, Kevin Falcone  wrote:

> From: Kevin Falcone 
> 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
> 
> wrote:
> > 
> >      From: Kenneth Crocker 
> >      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

2011-01-31 Thread Kevin Falcone 
On Mon, Jan 31, 2011 at 10:24:22AM -0800, Joseph Spenner wrote:
> --- On Mon, 1/31/11, Kevin Falcone  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


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Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets

2011-01-31 Thread Joseph Spenner 
--- On Mon, 1/31/11, Kevin Falcone  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

2011-01-31 Thread Thomas Sibley 
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

2011-01-31 Thread Kevin Falcone 
On Mon, Jan 31, 2011 at 08:39:47AM -0800, Joseph Spenner wrote:
>--- On Fri, 1/28/11, Kenneth Crocker  wrote:
> 
>  From: Kenneth Crocker 
>  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


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Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets

2011-01-31 Thread Joseph Spenner 
--- On Fri, 1/28/11, Kenneth Crocker  wrote:

From: Kenneth Crocker 
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

2011-01-28 Thread Fabrice 
HEllo,

>From RT wiki :

Email reminders

   - 
DueDateRemindersByEmail-
A script (to be run daily) that sends email notifications for expired
   tickets to owners and Queues/Tickets
AdminCC
   - rt-remind  - Stick this
   in your crontab to send out reminders about open tickets.
   - rtReminderMails
- Cronscript
that sends mails about reminders that are due in the next two
   days to the ticket and reminder owners.
   - rtUnifiedreminder-
All the other reminder scripts are based on
   
StartDate,
   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 
LastUpdatedfield,
with the amount of time configurable for New, Open and Stalled
   tickets.

Minifab

2011/1/28 Joseph Spenner 

> 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

2011-01-28 Thread Kenneth Crocker 
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 wrote:

> 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!
>
>
>

[rt-users] scripts for daily notifications for unassigned and unresolved tickets

2011-01-28 Thread Joseph Spenner 
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!