Automatic escalation of RT tickets


#1

I’ve posted a query here once or twice to see if anyone had done some kind
of script to do this and never got a response, so I took it on.

You can get the script from http://tarjema.com, it’s the most recent
article I’ve posted there. I didn’t think it would be appropriate to send
an attachment to the whole list.

Please grab it, poke it, jab it and tell me how awful it is so I can make
it better!

The script as it is now runs each ticket through a six day life cycle. If
a ticket is in the systems, support or noc queues, doesn’t have anything
to do with DSL and has a priority less than 10, it will move from
priority 4 (the default for all of our queues) to 3 at 3 days, from 3 to
to at 5 days and from 2 to 1 at 6 days of age. At each step the owner will
be notified by email, or if it is unowned the manager will be
notified. When it goes from 2 to 1 the manager and our company president
(small company, he wants to know) are also notified by email and the owner
will be paged (email sent to a pager gateway).

Anyway, I hope someone finds it useful. I’m open to suggestions and
improvements, and I know that when RT 2 comes out this will be a moot
point :wink:

| Timothy A. Gregory http://www.tarjema.com |
| *NIX SysAdmin tgregory@tarjema.com |
| Arabic > English Translator IBM AIX CATE |
Habit is habit and not to be flung out of the window by any man, but
coaxed downstairs a step at a time.
–Mark Twain


#2

This is the feature I need.

I’ve been tring to customize it into my system. One issue I found can be
improved is following:

if a request without an owner, then the script can’t find a proper
"pager_addr" to send.-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of Timothy A. Gregory
Sent: Friday, March 09, 2001 5:38 PM
To: rt-users@lists.fsck.com
Subject: [rt-users] Automatic escalation of RT tickets

I’ve posted a query here once or twice to see if anyone had done some kind
of script to do this and never got a response, so I took it on.

You can get the script from http://tarjema.com, it’s the most recent
article I’ve posted there. I didn’t think it would be appropriate to send
an attachment to the whole list.

Please grab it, poke it, jab it and tell me how awful it is so I can make
it better!

The script as it is now runs each ticket through a six day life cycle. If
a ticket is in the systems, support or noc queues, doesn’t have anything
to do with DSL and has a priority less than 10, it will move from
priority 4 (the default for all of our queues) to 3 at 3 days, from 3 to
to at 5 days and from 2 to 1 at 6 days of age. At each step the owner will
be notified by email, or if it is unowned the manager will be
notified. When it goes from 2 to 1 the manager and our company president
(small company, he wants to know) are also notified by email and the owner
will be paged (email sent to a pager gateway).

Anyway, I hope someone finds it useful. I’m open to suggestions and
improvements, and I know that when RT 2 comes out this will be a moot
point :wink:

| Timothy A. Gregory http://www.tarjema.com |
| *NIX SysAdmin tgregory@tarjema.com |
| Arabic > English Translator IBM AIX CATE |
Habit is habit and not to be flung out of the window by any man, but
coaxed downstairs a step at a time.
–Mark Twain

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users


#3

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Thanks for pointing this out!

I had actually started to build this in and then I guess I must have
gotten distracted. :wink: The $mgr_owner variable at the top of the script
was supposed to take care of this. If you go to line 263 (might be a
little offy if you changed some of the variables) in the 'pester’
sub and insert the following line after

if (!$email) {$email = $mgr_mail; }

if (!$owner) {$owner = $mgr_owner; }

That should do what you are after. My intent with the script was to have
the manager be alterted to all unowned requests so that s/he may then
assign it to the appropriate person.

I’ve updated the script on my site to reflect this change, thanks again!

  • –tag

On Mon, 12 Mar 2001, the heavens parted and Sally Guan said:

This is the feature I need.

I’ve been tring to customize it into my system. One issue I found can be
improved is following:

if a request without an owner, then the script can’t find a proper
"pager_addr" to send.

-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of Timothy A. Gregory
Sent: Friday, March 09, 2001 5:38 PM
To: rt-users@lists.fsck.com
Subject: [rt-users] Automatic escalation of RT tickets

I’ve posted a query here once or twice to see if anyone had done some kind
of script to do this and never got a response, so I took it on.

You can get the script from http://tarjema.com, it’s the most recent
article I’ve posted there. I didn’t think it would be appropriate to send
an attachment to the whole list.

Please grab it, poke it, jab it and tell me how awful it is so I can make
it better!

The script as it is now runs each ticket through a six day life cycle. If
a ticket is in the systems, support or noc queues, doesn’t have anything
to do with DSL and has a priority less than 10, it will move from
priority 4 (the default for all of our queues) to 3 at 3 days, from 3 to
to at 5 days and from 2 to 1 at 6 days of age. At each step the owner will
be notified by email, or if it is unowned the manager will be
notified. When it goes from 2 to 1 the manager and our company president
(small company, he wants to know) are also notified by email and the owner
will be paged (email sent to a pager gateway).

Anyway, I hope someone finds it useful. I’m open to suggestions and
improvements, and I know that when RT 2 comes out this will be a moot
point :wink:

±-------------------------------------------------+
| Timothy A. Gregory http://www.tarjema.com |
| *NIX SysAdmin tgregory@tarjema.com |
| Arabic > English Translator IBM AIX CATE |
±-------------------------------------------------+
Habit is habit and not to be flung out of the window by any man, but
coaxed downstairs a step at a time.
–Mark Twain


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

| Timothy A. Gregory http://www.tarjema.com |
| *NIX SysAdmin tgregory@tarjema.com |
| Arabic > English Translator IBM AIX CATE |
Habit is habit and not to be flung out of the window by any man, but
coaxed downstairs a step at a time.

  • –Mark Twain
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#4

Two comments:

  1. There are 3 “if” statements like:
    if (!$realname) {$realname = $mgr_name; }
    if (!$email) {$email = $mgr_mail; }
    if (!$owner) {$owner = $mgr_owner; }

The first two may leads to an inconsistent situation.

  1. $page_addr{$owner} could resolve as NULL . Might need at least a
    diagnostic message.

Thanks!From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of Timothy A. Gregory
Sent: Tuesday, March 13, 2001 9:59 AM
To: Sally Guan
Cc: rt-users@lists.fsck.com
Subject: RE: [rt-users] Automatic escalation of RT tickets

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Thanks for pointing this out!

I had actually started to build this in and then I guess I must have
gotten distracted. :wink: The $mgr_owner variable at the top of the script
was supposed to take care of this. If you go to line 263 (might be a
little offy if you changed some of the variables) in the 'pester’
sub and insert the following line after

if (!$email) {$email = $mgr_mail; }

if (!$owner) {$owner = $mgr_owner; }

That should do what you are after. My intent with the script was to have
the manager be alterted to all unowned requests so that s/he may then
assign it to the appropriate person.

I’ve updated the script on my site to reflect this change, thanks again!

  • –tag

On Mon, 12 Mar 2001, the heavens parted and Sally Guan said:

This is the feature I need.

I’ve been tring to customize it into my system. One issue I found can be
improved is following:

if a request without an owner, then the script can’t find a proper
"pager_addr" to send.

-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of Timothy A. Gregory
Sent: Friday, March 09, 2001 5:38 PM
To: rt-users@lists.fsck.com
Subject: [rt-users] Automatic escalation of RT tickets

I’ve posted a query here once or twice to see if anyone had done some kind
of script to do this and never got a response, so I took it on.

You can get the script from http://tarjema.com, it’s the most recent
article I’ve posted there. I didn’t think it would be appropriate to send
an attachment to the whole list.

Please grab it, poke it, jab it and tell me how awful it is so I can make
it better!

The script as it is now runs each ticket through a six day life cycle. If
a ticket is in the systems, support or noc queues, doesn’t have anything
to do with DSL and has a priority less than 10, it will move from
priority 4 (the default for all of our queues) to 3 at 3 days, from 3 to
to at 5 days and from 2 to 1 at 6 days of age. At each step the owner will
be notified by email, or if it is unowned the manager will be
notified. When it goes from 2 to 1 the manager and our company president
(small company, he wants to know) are also notified by email and the owner
will be paged (email sent to a pager gateway).

Anyway, I hope someone finds it useful. I’m open to suggestions and
improvements, and I know that when RT 2 comes out this will be a moot
point :wink:

±-------------------------------------------------+
| Timothy A. Gregory http://www.tarjema.com |
| *NIX SysAdmin tgregory@tarjema.com |
| Arabic > English Translator IBM AIX CATE |
±-------------------------------------------------+
Habit is habit and not to be flung out of the window by any man, but
coaxed downstairs a step at a time.
–Mark Twain


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

| Timothy A. Gregory http://www.tarjema.com |
| *NIX SysAdmin tgregory@tarjema.com |
| Arabic > English Translator IBM AIX CATE |
Habit is habit and not to be flung out of the window by any man, but
coaxed downstairs a step at a time.

  • –Mark Twain
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rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users