NAME

RT::Condition::UntouchedInBusinessHours - Checks if a Ticket has been updated in the given business hours

SYNOPSIS

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

INSTALLATION

perl Makefile.PL

make

make install

May need root permissions

Edit your /opt/rt4/etc/RT_SiteConfig.pm

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.

Clear your mason cache

rm -rf /opt/rt4/var/mason_data/obj

Restart your webserver

CONFIGURATION

Reads from the %ServiceBusinessHours as used by RT::Extension::SLA.

At this time, reads only from the Default setting. Could learn to read from other configurations with minimal Argument changing.

BUGS AND LIMITATIONS

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.

AUTHOR

Kevin Falcone <falcone@bestpractical.com>

LICENCE AND COPYRIGHT

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.

DISCLAIMER OF WARRANTY

BECAUSE THIS SOFTWARE IS LICENSED FREE OF CHARGE, THERE IS NO WARRANTY FOR THE SOFTWARE, TO THE EXTENT PERMITTED BY APPLICABLE LAW. EXCEPT WHEN OTHERWISE STATED IN WRITING THE COPYRIGHT HOLDERS AND/OR OTHER PARTIES PROVIDE THE SOFTWARE "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE SOFTWARE IS WITH YOU. SHOULD THE SOFTWARE PROVE DEFECTIVE, YOU ASSUME THE COST OF ALL NECESSARY SERVICING, REPAIR, OR CORRECTION.

IN NO EVENT UNLESS REQUIRED BY APPLICABLE LAW OR AGREED TO IN WRITING WILL ANY COPYRIGHT HOLDER, OR ANY OTHER PARTY WHO MAY MODIFY AND/OR REDISTRIBUTE THE SOFTWARE AS PERMITTED BY THE ABOVE LICENCE, BE LIABLE TO YOU FOR DAMAGES, INCLUDING ANY GENERAL, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE SOFTWARE (INCLUDING BUT NOT LIMITED TO LOSS OF DATA OR DATA BEING RENDERED INACCURATE OR LOSSES SUSTAINED BY YOU OR THIRD PARTIES OR A FAILURE OF THE SOFTWARE TO OPERATE WITH ANY OTHER SOFTWARE), EVEN IF SUCH HOLDER OR OTHER PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.