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https://github.com/bestpractical/rt-extension-repeatticket


https://github.com/bestpractical/rt-extension-repeatticket

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README 

        
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.



RT VERSION

    Works with RT 5.0. Check out 1.* versions if you are still using RT 4.



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.



    patch RT

        Apply for 5.0.0:



            patch -p1 -d /opt/rt5 < patches/0001-Fix-radio-checkbox-inputs-for-click-panel-behavior-o.patch



    Edit your /opt/rt5/etc/RT_SiteConfig.pm

        Add this line:



            Plugin('RT::Extension::RepeatTicket');



    Clear your mason cache

            rm -rf /opt/rt5/var/mason_data/obj



    Add bin/rt-repeat-ticket to the daily cron job.

    Restart your webserver



MODES

  Simple Mode VS Concurrent Tickets Mode

    This extension supports two different modes for the repeat ticket

    configurations. The extension originally only supported Concurrent

    Tickets Mode but many users found the logic counter intuitive.



    Any existing repeat ticket configurations from previous versions will be

    in Concurrent Tickets Mode unless the definition is changed.



    The default for new repeat ticket configurations is Simple Mode.



   Simple Mode

    In this mode tickets are created and start on the recurring date. If the

    lead time field is filled out the ticket will be due that many days

    after the recurring date. There is no check for existing active tickets

    and if the rt-repeat-ticket script is run multiple times for the same

    day it will create a new ticket for each run.



   Concurrent Tickets Mode

    In this mode the tickets are created with the due date as the recurring

    date. The tickets start on the due date minus the lead time. You can

    specify the max number of concurrent active tickets. If the

    rt-repeat-ticket script is run multiple times for the same day it will

    only create new tickets if there are fewer active tickets than the max

    number of concurrent active tickets.



CONFIGURATION

  $RepeatTicketCoexistentNumber

    Only used in Concurrent Tickets Mode.



    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

    When in Simple Mode the $RepeatTicketLeadTime is the number of days to

    add to the recurring date for the Due date of the ticket.



    When in Concurrent Tickets Mode 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.



    When in Concurrent Tickets Mode, with a number of concurrent active

    tickets greater than 1, if you set the lead time to be larger than the

    interval between recurring tickets it can result in strange behavior. It

    is recommended that the ticket lead time be smaller or equal to the

    interval between tickets.



    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.



  $RepeatTicketPreviewNumber

    By default, the Recurrence Preview will show the next 5 tickets that

    will be created. You can modify the number of tickets to show by setting

    the $RepeatTicketPreviewNumber option:



        Set($RepeatTicketPreviewNumber, 10);



    Set the $RepeatTicketPreviewNumber option to 0 to hide the Recurrence

    Preview.



  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.



   WARNING

    If you run the script multiple times for the same day then it is

    possible multiple tickets will be created for the same repeat ticket

    configuration.



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?



        *   If the repeat configuration is in Concurrent Tickets Mode 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? If the repeat configuration is in

            Concurrent Tickets Mode 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.



SEARCHING

    To search for tickets that have recurrence enabled use the following in

    a Ticket Search:



        HasAttribute = 'RepeatTicketSettings'



    This will need to be added on the Advanced tab so build the rest of your

    search as desired and then add the clause on the Advanced tab.



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 



BUGS

    All bugs should be reported via email to



        L



    or via the web at



        L.



LICENSE AND COPYRIGHT

    This software is Copyright (c) 2014-2020 by Best Practical Solutions



    This is free software, licensed under:



      The GNU General Public License, Version 2, June 1991