Provided by: rt4-extension-repeatticket_1.11-1_all 
NAME
RT::Extension::RepeatTicket - Repeat tickets based on schedule
DESCRIPTION
The RepeatTicket extension allows you to set up recurring tickets so new tickets are
automatically created based on a schedule. The new tickets are populated with the subject
and initial content of the original ticket in the recurrence.
After you activate the plugin by adding it to your RT_SiteConfig.pm file, all tickets will
have a Recurrence tab on the create and edit pages. To set up a repeating ticket, click
the checkbox to "Enable Recurrence" and fill out the schedule for the new tickets.
New tickets are created when you initially save the recurrence, if new tickets are needed,
and when your daily cron job runs the rt-repeat-ticket script.
INSTALLATION
"perl Makefile.PL"
"make"
"make install"
May need root permissions
"make initdb"
Only run this the first time you install this module.
If you run this twice, you may end up with duplicate data in your database.
If you are upgrading this module, check for upgrading instructions in case changes
need to be made to your database.
Edit your /opt/rt4/etc/RT_SiteConfig.pm
If you are using RT 4.2 or greater, add this line:
Plugin('RT::Extension::RepeatTicket');
For RT 4.0, add this line:
Set(@Plugins, qw(RT::Extension::RepeatTicket));
or add "RT::Extension::RepeatTicket" to your existing @Plugins line.
Clear your mason cache
rm -rf /opt/rt4/var/mason_data/obj
Add bin/rt-repeat-ticket to the daily cron job.
Restart your webserver
CONFIGURATION
$RepeatTicketCoexistentNumber
The $RepeatTicketCoexistentNumber determines how many tickets can be in an active status
for a recurrence at any time. A value of 1 means one ticket at a time can be active. New
tickets will not be created until the current active ticket is resolved or set to some
other inactive status. You can also set this value per recurrence, overriding this config
value. The extension default is 1 ticket.
$RepeatTicketLeadTime
The $RepeatTicketLeadTime becomes the ticket Starts value and sets how far in advance of a
ticket's Due date you want the ticket to be created. This essentially is how long you want
to give people to work on the ticket.
For example, if you create a weekly recurrence scheduled on Mondays and set the lead time
to 7 days, each Monday a ticket will be created with the Starts date set to that Monday
and a Due date of the following Monday.
The value you set in RT_SiteConfig.pm becomes the system default, but you can set this
value on each ticket as well. The extension default is 14 days.
$RepeatTicketSubjectFormat
By default, repeated tickets will have the same subject as the original ticket. You can
modify this subject by setting a format with the $RepeatTicketSubjectFormat option. This
option accepts formats in the same form as formats for RT searches. The placeholders take
values from the repeated ticket, not the original ticket, so you can use the format to
help differentiate the subjects in repeated tickets.
For example, if you wanted to put the due date in the subject, you could set the format
to:
Set($RepeatTicketSubjectFormat, '__Due__ __Subject__');
You'll want to use values that you don't expect to change since the subject won't change
if the ticket value (e.g., Due) is changed.
Since this uses RT formats, you can create a custom format by creating a new RT ColumnMap.
You can see the available formats by looking at the columns available in the Display
Columns portlet on the RT ticket search page.
rt-repeat-ticket
The rt-repeat-ticket utility evaluates all of your repeating tickets and creates any new
tickets that are needed. With no parameters, it runs for "today" each day. You can also
pass a --date value in the form YYYY-MM-DD to run the script for a specific day.
bin/rt-repeat-ticket --date 2012-07-25
This can be handy if your cron job doesn't run for some reason and you want to make sure
no repeating tickets have been missed. Just go back and run the script for the days you
missed. You can also pass dates in the future which might be handy if you want to
experiment with recurrences in a test environment.
USAGE
Initial Tickets
The initial ticket you create for a recurrence stores the schedule and other details for
the recurrence. If you need to change the recurrence in the future, to make it more
frequent or less frequent or anything else, make the changes on the original ticket. To
help you find this initial ticket, which may have been resolved long ago, a custom field
is created on each ticket in the recurrence with link called "Original Ticket."
When setting up the recurrence, you can use the original ticket as an actual work ticket.
When doing this, you'll need to set the Starts and Due dates when you create the ticket.
Scheduled tickets created subsequently will set these values based on the recurrence.
Resolving the original ticket does not cancel the recurrence.
Start Value
You can set a Start date for a new recurrence. If you don't, it defaults to the day you
create the recurrence.
Cancelling Recurrences
You can cancel or end a recurrence in two ways:
• Go to the original ticket in the recurrence and uncheck the Enable Recurrence
checkbox.
• Set ending conditions on the recurrence with either a set number of recurrences or an
end date.
Recursive Recurrences
Creating recurrences on recurrences isn't supported and may do strange things.
FAQ
I'm not seeing new recurrences. Why not?
A few things to check:
• Do you have rt-repeat-tickets scheduled in cron? Is it running?
• Do you have previous tickets still in an active state? Resolve those tickets or
increase the concurrent active tickets value.
• Is it the right day? Remember to subtract the lead time value to determine the day
new tickets should be created.
• If you set a start date and another criteria like day of the week, the new ticket
will be created on the first time that day of the week occurs after the start date
you set (if the start date isn't on that day of the week).
I want to enable the repeat function only on some queues
To do this, insetad of applying the "Original Ticket" custom field globally, you can
apply it to the chosen queues and that's it.
some users can't see or use this feature successfully.
Make sure those users have "SeeCustomField" and "ModifyCusotmField" rights granted for
"Original Ticket" custom field.
METHODS
Run( RT::Attribute $attr, DateTime $checkday )
Repeat the ticket if $checkday meets the repeat settings. It also tries to repeat more to
meet config "RepeatTicketCoexistentNumber".
Return ids of new created tickets.
Repeat ( RT::Attribute $attr, DateTime $checkday_1, DateTime $checkday_2, ... )
Repeat the ticket for the check days that meet repeat settings.
Return ids of new created tickets.
MaybeRepeatMore ( RT::Attribute $attr )
Try to repeat more tickets to meet the coexistent ticket number.
Return ids of new created tickets.
SetRepeatAttribute ( RT::Ticket $ticket, %args )
Save %args to the ticket's "RepeatTicketSettings" attribute.
Return ( RT::Attribute, UPDATE MESSAGE )
AUTHOR
Best Practical Solutions, LLC <modules@bestpractical.com>
BUGS
All bugs should be reported via email to
L<bug-RT-Extension-RepeatTicket@rt.cpan.org|mailto:bug-RT-Extension-RepeatTicket@rt.cpan.org>
or via the web at
L<rt.cpan.org|http://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-RepeatTicket>.
LICENSE AND COPYRIGHT
This software is Copyright (c) 2014 by Best Practical Solutions
This is free software, licensed under:
The GNU General Public License, Version 2, June 1991