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    RT::Extension::RepeatTicket - Repeat tickets based on schedule

    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.

    perl Makefile.PL
    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

        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:


        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

    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.

    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

    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

    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.

    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

    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.

  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

    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

    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.

  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 )

    Best Practical Solutions, LLC <modules@bestpractical.com>

    All bugs should be reported via email to


    or via the web at


    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