Automatically move queue every x number of days or move / reassign according to priority

Hey everybody,

I was wondering if any of you were aware of any way we could 'auto-escalate’
support tickets. Right now we have three groups in particular we’d need this
for:

Support: General - L1
Support: General - L2 Escalations
Support: General - L3 Escalations

Our support mail is pop’d from our mailserver to Support: General - L1, and
worked on by our Tier 1 staff, and escalated accordingly. This is good, when
it is done; sometimes tickets can be left for days at a time (Over holidays
etc…) and we don’t want them being looked at by Tier 1 anymore, but now
Tier 2, as the customer might be waiting a while now and needs immediate
support - Is there a way I could configure my queue-specific scrips to move
tickets from “Support: General - L1” < 3 days old to “Support: General - L2
Escalations”, and so on for “Support: General - L3 Escalations” ?

Help is greatly appreciated.

Kris Germann
Fibernetics Corporation
605 Boxwood Drive
Cambridge ON, N3E1A5

Hi,

Sure you can. You need SearchByDates from the wiki, rt-crontool’s
documentation and custom action move to queue.

Hey everybody,

I was wondering if any of you were aware of any way we could 'auto-escalate’
support tickets. Right now we have three groups in particular we’d need this
for:

Support: General - L1
Support: General - L2 Escalations
Support: General - L3 Escalations

Our support mail is pop’d from our mailserver to Support: General - L1, and
worked on by our Tier 1 staff, and escalated accordingly. This is good, when
it is done; sometimes tickets can be left for days at a time (Over holidays
etc…) and we don’t want them being looked at by Tier 1 anymore, but now
Tier 2, as the customer might be waiting a while now and needs immediate
support - Is there a way I could configure my queue-specific scrips to move
tickets from “Support: General - L1” < 3 days old to “Support: General - L2
Escalations”, and so on for “Support: General - L3 Escalations” ?

Help is greatly appreciated.

Kris Germann
Fibernetics Corporation
605 Boxwood Drive
Cambridge ON, N3E1A5

Best regards, Ruslan.

Thank you Ruslan, this is exactly what I’m looking for.

Kris Germann
Supervisor, Sales & Technical Support
Fibernetics Corporation
freephoneline.ca
605 Boxwood Drive
Cambridge ON, N3E1A5From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf Of Ruslan Zakirov
Sent: Friday, April 15, 2011 8:51 PM
To: Kris Germann
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Automatically move queue every x number of days or move / reassign according to priority

Hi,

Sure you can. You need SearchByDates from the wiki, rt-crontool’s documentation and custom action move to queue.