Best Practice for Escalating Tickets Automatically After X Hours?

RT Users
1

Hi everyone,

I’m trying to implement a system where tickets are automatically escalated to a different queue or owner if not resolved within a certain number of hours (e.g., 48 hours since creation).

I’ve seen some examples using cron and rt-crontool, but I was wondering:

Is there a recommended way to handle this within RT itself (maybe with Scrips)?

Can we use custom conditions for time-based escalation (e.g., only escalate if status is still “open”)?

Would love to see how others have tackled this. Bonus points if you have a Scrip snippet to share :wink:

Thanks!

Jhonn Mick

How to set automatic resolve
2

Crontool is the move!

bin/rt-crontool \
            --search RT::Search::FromSQL --search-arg "Status = '__Active__' AND LastUpdated < '48 hours ago'" \
            --action RT::Action::SetQueue --action-arg "Some Queue" \
            --transaction last

Something like that I’d think

3

Worth noting the scrips only get executed by RT when a transaction takes place, so the rt-crontool that @knation posted is exactly what you do want to be using if you want this time based escalation to happen even if nobody is interacting with the ticket.

4

Also note that starting in RT 5.0.8 and RT 6, you can create these in the web UI at Admin > Tools > Scheduled Processes. It’s the same mechanics as crontool, and can be managed and checked via the web interface.