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'''Installation'''

1. Create a Global "Custom Field" with the Name: "Reminder4Stalled". 
2. Place this script somewhere on a server:
#!/usr/bin/perl -w

# This Script bases on:
# http://requesttracker.wikia.com/wiki/RtUnifiedreminder

###############################################
### Author: Pascal Wagenhofer / Q-X GmbH, Switzerland
### Email: wagenhofer@q-x.ch
### Date: 07/15/2013
###############################################
### This script is provided "as it is" and comes without any warranty. Use it, modify
### it or do whatever you want with it.
###############################################
### Feedback is always welcome at wagenhofer@q-x.ch
###############################################

### INSTALLATION ###
### Read http://requesttracker.wikia.com/wiki/Rt-askForFeedback

# RT3 reminder script
# One big reminder report about ALL tickets that are getting to be too long since LastUpdated
# Sends multipart HTML + plaintext email, so HTML capable mail readers can click links
# Many pieces cannibalized from the other reminder scripts in the wiki.

# You will run this script from cron as a user with perms to read the RT_SiteConfig.pm config file
# Crontab would look like this to run twice a day, at 10:15am and 3:15pm
## send unified remind email twice per day
#15 10 * * * /home/crystalfontz/scripts/rt_reminder2cust.pl

# This Script bases on:
# http://requesttracker.wikia.com/wiki/RtUnifiedreminder

### Configuration

# Location of RT3's libs -- Change this to where yours are
use lib ("/usr/share/request-tracker3.8/lib", "/usr/local/share/request-tracker3.8/lib", "/usr/local/rt/lib");

# Address emails should originate from
my($from) = 'Ticket Sys <your@mail.ticketsys.com>';

# maximum number of seconds since LastUpdated, beyond which the ticket will be reported
my %max_untouched_ages = (
"stalled" => 60 * 60 * 24 * 3, # 3 days before warn about stalled
"2beclosed" => 60 * 60 * 24 * 3, # 3 days before warn about stalled
);

# Queues to operate on. Default is all
# my @goodqueues = qw[ThisQueue ThatQueue]; # to look only in specific queues, uncomment this line and comment the next one
my @goodqueues = (); # leave like this to look in all queues

# Queues to skip. Default is none. Use either @goodqueues or @badqueues, not both.
# my @badqueues = qw[ ]; # If you have no queues to exclude, uncomment this line and comment the next one
#my @badqueues = qw[Ignoreme IgnoreAnother]; # To exclude certain queues, list them here and comment line above

my($debug) = 0; # nonzero will print plaintext report to STOUT instead of emailing it

# The length at which lines for plaintext mail will be truncated. 78, or thereabouts looks
# best for most people. Setting to 0 will stop lines being truncated.
my($linelen) = 78; # has no effect on HTML mail

#Enter here the path/url for the REST-API of Request Tracker
my($apiurl) = "https://your.url.tld/rt3/REST/1.0/";
my($username) = "username"; #Username to access RT3 (needs to have rights to update CF in the appropriate Queue(s)
my($password) = "password"; #Password of the above username
my($agentname) = "Your LWP::Agent-Name";

#Mail-Section
my $plainbody = "your Body of the E-Mail (Plaintext)";
my $subjectline = "Your subject of the e-mail to the customer"; #Example: "[TicketSys #$ticketNumber] $subject"

### Code

use strict;
use Carp;
use MIME::Lite;
use URI::Escape;
use LWP;

# Pull in the RT stuff
package RT;
use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent loc);

CleanEnv(); # Clean our the environment
RT::LoadConfig(); # Load the RT configuration
RT::Init(); # Initialise RT

use RT::Date;
use RT::Queue;
use RT::Queues;
use RT::Tickets;

my $max_age = 0;

my $user = new RT::User($RT::SystemUser); # Define an RT User variable
my $tickets = new RT::Tickets($RT::SystemUser); # Used to store Ticket search results
my $date = new RT::Date($RT::SystemUser); # Define a date variable (used for comparisions)
my $now = new RT::Date($RT::SystemUser); # get current time
$now->SetToNow();

# Limit the ticket search to new and open only.
$tickets->LimitCustomField(
CUSTOMFIELD => 'Reminder4Stalled',
OPERATOR => '!=',
VALUE => '1'
);
$tickets->LimitStatus(VALUE => 'stalled');

my $searchqueue = '';''

if($#goodqueues != -1)
{
$tickets->_OpenParen();
foreach my $queue (@goodqueues)
{
$tickets->LimitQueue(VALUE => $queue, OPERATOR => '=');
}
$tickets->_CloseParen();
$searchqueue = " AND (Queue = '". join("' OR Queue = '", @goodqueues) ."')";
}
elsif($#badqueues != -1)
{
foreach my $queue (@badqueues)
{
$tickets->LimitQueue(VALUE => $queue, OPERATOR => '!=');
}
$searchqueue = " AND Queue != '". join("' AND Queue != '", @badqueues) ."'";
}

$tickets->OrderByCols( {FIELD => 'Status', ORDER => 'ASC'},
{FIELD => 'queue', ORDER => 'ASC'},
{FIELD => 'Priority', ORDER => 'DESC'},
{FIELD => 'LastUpdated', ORDER => 'ASC'},
);

# We might not want to print the message if there are no tickets
my($printmsg) = 0;

my $j = 0;
my $bgcolor = '';''
my $last_status = '';''
my $status_title = '';''
my $count_by_status = 0;
my $searchURL = '';''

# Loop through tickets for reminder
while (my $Ticket = $tickets->Next)
{
# Compare Dates to see if LastUpdated date is old enough to report
$max_age = $max_untouched_ages{$Ticket->Status} || 0;
my $max_age_2resolve = $max_untouched_ages{'2beclosed'} || 0;

$date->Set(Format => "ISO", Value => $Ticket->LastUpdated);
if ($now->Unix - $date->Unix < $max_age) { next; } # skip it if too young
$j++;

$user->Load($Ticket->Owner);

use LWP;
my $ua = LWP::UserAgent->new;
$ua->timeout(10);
$ua->agent($agentname);
my $uri = $apiurl;
my $access_user = $username;
my $access_password = $password;
my $ticketNumber = $Ticket->{values}->{'id'};
my @customermail = "";

my $response = $ua->post($uri."ticket/$ticketNumber/edit",
['user' => $access_user, 'pass' => $access_password,
'content' => 'CF.{Reminder4Stalled}: 1']);

if ($response->is_success) {

if($Ticket->Status ne $last_status)
{
$last_status = $Ticket->Status;

$count_by_status = 0; # reset on every difft status

# get a date object that can give us the datetime cutoff for this query
$date->SetToNow();
}

# Use our own date formatting routine
my($updated) = &formatDate($Ticket->LastUpdatedObj->Unix);
my($subject) = $Ticket->Subject ? $Ticket->Subject : "(No subject)";
my($queue) = substr($Ticket->QueueObj->Name, 0, 7);

my($line) = sprintf "%5d %-7s %3d %-13s %-7s %-6s %-30s",
$Ticket->Id, $Ticket->Status, $Ticket->Priority, $updated, $queue, $user->Name, $subject;

# Truncate lines if required
if($linelen)
{
$line = substr($line, 0, $linelen);
}

# ---- GET ALL REQUESTORS
my $response = $ua->post($uri."ticket/$ticketNumber",
['user' => $access_user, 'pass' => $access_password]);

if ($response->is_success) {
my $html = $response->decoded_content;
my @array1=split(/\n/,$html);
my @array2=split(/Requestors: (.*)/,$array1[11]);
if ($#array2 > 1) {
@customermail=split(m/\ (.*)/,$array2[1]);
} else {
@customermail=$array2[1];
}

# ----- END GET ALL REQUESTORS

my $receiviers = "";
my $sendto = $array2[1];

my $subjecttot = $subjectline;

my $msg = MIME::Lite->new(From => $from,
To => join(',', $sendto),
Subject => $subjecttot,
Type => 'text/plain',
Charset => 'utf8',
Data => $plainbody);

if ($debug)
{
print "Would send E-Mail for Ticket #".$ticketNumber."\n";
}
else
{
$msg->send;
}
}
}
}

$tickets = new RT::Tickets($RT::SystemUser); # Used to store Ticket search results
$tickets->LimitCustomField(
CUSTOMFIELD => 'Reminder4Stalled',
OPERATOR => '=',
VALUE => '1'
);
$searchqueue = '';''

if($#goodqueues != -1)
{
$tickets->_OpenParen();
foreach my $queue (@goodqueues)
{
$tickets->LimitQueue(VALUE => $queue, OPERATOR => '=');
}
$tickets->_CloseParen();
$searchqueue = " AND (Queue = '". join("' OR Queue = '", @goodqueues) ."')";
}
elsif($#badqueues != -1)
{
foreach my $queue (@badqueues)
{
$tickets->LimitQueue(VALUE => $queue, OPERATOR => '!=');
}
$searchqueue = " AND Queue != '". join("' AND Queue != '", @badqueues) ."'";
}

$tickets->OrderByCols( {FIELD => 'Status', ORDER => 'ASC'},
{FIELD => 'queue', ORDER => 'ASC'},
{FIELD => 'Priority', ORDER => 'DESC'},
{FIELD => 'LastUpdated', ORDER => 'ASC'},
);

# We might not want to print the message if there are no tickets
($printmsg) = 0;

$j = 0;
$bgcolor = '';''
$last_status = '';''
$status_title = '';''
$count_by_status = 0;
$searchURL = '';''

# Loop through tickets to close
while (my $Ticket = $tickets->Next)
{
# Compare Dates to see if LastUpdated date is old enough to report
$max_age = $max_untouched_ages{$Ticket->Status} || 0;
my $max_age_2resolve = $max_untouched_ages{'2beclosed'} || 0;

$date->Set(Format => "ISO", Value => $Ticket->LastUpdated);
if ($now->Unix - $date->Unix < $max_age_2resolve) { next; } # skip it if too young
$j++;

$user->Load($Ticket->Owner);

if($Ticket->Status ne $last_status)
{
$last_status = $Ticket->Status;

$count_by_status = 0; # reset on every difft status

# get a date object that can give us the datetime cutoff for this query
$date->SetToNow();
}

# Use our own date formatting routine
my ($updated) = &formatDate($Ticket->LastUpdatedObj->Unix);
my ($subject) = $Ticket->Subject ? $Ticket->Subject : "(No subject)";
my ($queue) = substr($Ticket->QueueObj->Name, 0, 7);

my ($line) = sprintf "%5d %-7s %3d %-13s %-7s %-6s %-30s",
$Ticket->Id, $Ticket->Status, $Ticket->Priority, $updated, $queue, $user->Name, $subject;

if ($debug)
{
print "Would close Ticket ".$Ticket->Id."\n\n";
}
else
{
$Ticket->Resolve();
}
}

# Disconnect before we finish off
$RT::Handle->Disconnect();
exit 0;

# Formats a date like: Thu 10-07-03
# Designed to be consice yet useful
sub formatDate() {
my($unixtime) = @_;
my(@days) = ( "Sun", "Mon", "Tue", "Wed", "Thu", "Fri", "Sat" );
# Return an empty string if we haven't been given a time
return "" if $unixtime <= 0;
my($sec,$min,$hour,$mday,$mon,$year,$wday,$yday,$isdst) = localtime($unixtime);
return sprintf "%s %02d-%02d-%02d", $days[$wday], $mon+1, $mday, $year%100;
}

3. install a Cronjob on your server (see script head)

4. Now, we need to setup a new Scrip to reset the "Reminder4Stalled"-Field in case of Correspondance. Create a new Scrip in the Global-Section which looks like this:

Description: "Set Reminder4Stalled = 0" 
Condition: "On Correspondance" 
Action: "User defined" 
Template: "Global Template: empty" 
Phase: "TransactionCreate"

User Defined Condition:
return 1;
User Defined Action Preparation Code:
my $ticket = $self->TicketObj;
my $cf_obj = RT::CustomField->new($RT::SystemUser);
my $cf_name = "Reminder4Stalled";
my $cf_value = "0";

$cf_obj->LoadByName( Name => $cf_name );
$RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" );
$ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value,
RecordTransaction=>0 );
User Defined Post Action Code:
return 1;

Rt-askForFeedback - Revision history

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