/ 
RT-Condition-NotStartedInBusinessHours-0.2
/ RT::Condition::NotStartedInBusinessHours

NAME

RT::Condition::NotStartedInBusinessHours - Check for unstarted tickets within business hours

DESCRIPTION

This RT Condition will check for tickets which are not started within business hours.

SYNOPSIS

CLI

rt-crontool
    --search RT::Search::ModuleName
    --search-arg 'The Search Argument'
    --condition RT::Condition::NotStartedInBusinessHours
    --condition-arg 'The Condition Argument'
    --action RT::Action:ActionModule
    --template 'Template Name or ID'

INSTALLATION

This condition based on the following modules:

RT >= 4.0.0
Date::Manip >= 6.25

To install this condition run the following commands:

perl Makefile.PL
make
make test
make install

or place this script under

RT_HOME/local/lib/RT/Condition/

where RT_HOME is the path to your RT installation.

You may additionally make this condition available in RT's web UI as a Scrip Condition:

make initdb

CONFIGURATION

RT SITE CONFIGURATION

To enabled this condition edit the RT site configuration based in RT_HOME/etc/RT_SiteConfig:

Set(@Plugins,qw(RT::Condition::NotStartedInBusinessHours));

To change the standard behavior of Date::Manip you may add to the site configuration:

Set(%DateManipConfig, (
    'WorkDayBeg', '9:00',
    'WorkDayEnd', '17:00', 
    #'WorkDay24Hr', '0',
    #'WorkWeekBeg', '1',
    #'WorkWeekEnd', '7'
));

For more information see http://search.cpan.org/~sbeck/Date-Manip-6.25/lib/Date/Manip/Config.pod#BUSINESS_CONFIGURATION_VARIABLES.

CONDITION ARGUMENT

This condition needs exactly 1 argument to work.

--condition RT::Condition::NotStartedInBusinessHours 
--condition-arg 1

1 is the time in hours for escalation.

EXAMPLE CRON JOB

rt-crontool 
    --search RT::Search::FromSQL 
    --search-arg "Queue = 'General' AND ( Status = 'new' ) AND Owner = 'Nobody'" 
    --condition RT::Condition::NotStartedInBusinessHours 
    --condition-arg 1 
    --action RT::Action::RecordComment 
    --template 'Unowned tickets'

AUTHOR

Benjamin Heisig, <bheisig@synetics.de>

SUPPORT AND DOCUMENTATION

You can find documentation for this module with the perldoc command.

perldoc RT::Condition::NotStartedInBusinessHours

You can also look for information at:

BUGS

Please report any bugs or feature requests to the author.

The language setting of the current user (obviously root) has to be set to en (English) or left empty (system default is English). Otherwise parsing ticket's Starts date by Date::Manip won't work.

ACKNOWLEDGEMENTS

This script is a fork from RT::Condition::UntouchedInBusinessHours written by Torsten Brumm.

Special thanks to the synetics GmbH, <http://i-doit.org/> for initiating and supporting this project!

COPYRIGHT AND LICENSE

Copyright 2012 synetics GmbH, <http://i-doit.org/>

This program is free software; you can redistribute it and/or modify it under the same terms as Perl itself.

Request Tracker (RT) is Copyright Best Practical Solutions, LLC.

SEE ALSO

RT
Date::Manip