Automatic escalation of RT tickets

Timothy_A_Gregory · March 10, 2001, 1:37am

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

| 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

Sally_Guan · March 13, 2001, 12:50am

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

| 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

Timothy_A_Gregory · March 13, 2001, 5:58pm

-----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. 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

±-------------------------------------------------+
| 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
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.0.4 (FreeBSD)
Comment: For info see http://www.gnupg.org

iD8DBQE6rl/bf+LtXvUUOyoRAj1UAKC4qRVVXaEJsxoJsc64WtXxfNPnDQCg3Nu9
OtaI5fdB3/+oPn6hZOgA5xU=
=6BZA
-----END PGP SIGNATURE-----

Sally_Guan · March 13, 2001, 6:24pm

Two comments:

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.

$page_addr{$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