RT::Condition::UntouchedInBusinessHours - Checks if a Ticket has been updated in the given business hours
This Condition is meant to be used with the rt-crontool, so to escalate the priority of tickets in a given queue that haven't been updated in 3 hours, you would do
bin/rt-crontool \ --search RT::Search::ActiveTicketsInQueue --search-arg general \ --condition RT::Condition::UntouchedInBusinessHours --condition-arg 3 \ --action RT::Action::EscalatePriority
or to generate mail
bin/rt-crontool \ --search RT::Search::ActiveTicketsInQueue --search-arg general \ --condition RT::Condition::UntouchedInBusinessHours --condition-arg 3 \ --action RT::Action::Notify \ --template 7
May need root permissions
If you are using RT 4.2 or greater, add this line:
Plugin('RT::Condition::UntouchedInBusinessHours');
For earlier releases of RT 4, add this line:
Set(@Plugins, qw(RT::Condition::UntouchedInBusinessHours));
or add RT::Condition::UntouchedInBusinessHours to your existing @Plugins line.
RT::Condition::UntouchedInBusinessHours
@Plugins
rm -rf /opt/rt4/var/mason_data/obj
Reads from the %ServiceBusinessHours as used by RT::Extension::SLA.
%ServiceBusinessHours
At this time, reads only from the Default setting. Could learn to read from other configurations with minimal Argument changing.
Please report any bugs or feature requests to bug-rt-condition-untouchedinbusinesshours@rt.cpan.org, or through the web interface at http://rt.cpan.org.
bug-rt-condition-untouchedinbusinesshours@rt.cpan.org
Kevin Falcone <falcone@bestpractical.com>
<falcone@bestpractical.com>
Copyright (c) 2008-2014, Best Practical Solutions, LLC. All rights reserved.
This module is free software; you can redistribute it and/or modify it under the terms of version 2 of the GNU General Public License.
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To install RT::Condition::UntouchedInBusinessHours, copy and paste the appropriate command in to your terminal.
cpanm
cpanm RT::Condition::UntouchedInBusinessHours
CPAN shell
perl -MCPAN -e shell install RT::Condition::UntouchedInBusinessHours
For more information on module installation, please visit the detailed CPAN module installation guide.